Director of Customer Relations

Director of Customer Relations

COMPANY OVERVIEW
More than a beautiful 75-acre campus, and beyond an accredited program or diplomas on office walls, the YOC is about people helping people. Not just in small ways, but in life changing ways. Since the early 90s, the YOC has provided a safe place for troubled children and families. Now, almost two decades later, hundreds of individuals have been helped by the more than 450 YOC staff members who dedicate themselves each day to making a difference in a child’s life. How does this happen? At the YOC, everyone brings their talents and gifts to the table, whether it’s a winning smile, broad shoulders, strong backbone, helping hands or a heart for kids. We all know and believe in the mission of the YOC. And everyone has personally accepted the challenge to help those who are in crisis situations get back on their feet. A difficult task, but it can be accomplished together. Because if we can help save a child, then why couldn’t that child save the family, the neighborhood, the community, the world.

POSITION SUMMARY
The Director of Customer Relations’ primary responsibility is to meet with clients of the YOC throughout the state of Indiana to understand their needs, inform them of YOC programs, and deepen our working relationships. The desired outcome of this activity is measured by admissions and targeted census. To accomplish this mission, the DCR will spend much of their time off-campus meeting with placing agencies and representing the YOC at industry events. Additional responsibilities include participation on the YOC’s Business Develop Team. This team is responsible for developing, implementing, and monitoring the program marketing plan and other strategic plans relating to census.

OBJECTIVES

1. Client Engagement
Coordinates all client activity with the Director of Admissions and Program Directors to ensure consistent communication and messaging.
Off-Campus Client Communication
Direct calls on specific placing agencies
Represent the YOC at industry trade shows and vendor fairs
On-Campus Client Communication
Host clients for campus tours
Conduct on-campus informational sessions

2. Marketing Assistance
Maintains an awareness of our customer’s needs relating to treatment programming, continuum of services and other external needs. Communicates the needs of our clients and prospects to the Business Development Team
Tracks, records, and evaluates marketing efforts by internal key stakeholders. Uses data to develop targeted strategies to increase YOC’s footprint across identified market areas.

As a member of the Business Development Team, develops client communication strategies, messaging, and delivery tools
Participates in Customer Service Training for all employees

3. Communication Support
Maintains an awareness of trends in the industry and legislative initiatives that might impact residential/youth services.
Represents the Youth Opportunity Center to the public by speaking to groups and visitors.
Actively participates on various internal committees and serves as a Youth Opportunity Center representative on designated external committees or boards.

EDUCATION & EXPERIENCE NEEDED
A bachelor’s degree in marketing, communications, social services or a related area of study from an accredited college or university is required. Demonstrated experience in customer sales and service, requiring out-bound activities is also desired.

FUNDAMENTAL QUALIFICATION
Must be able to demonstrate awareness of the cultural and socioeconomic differences of our clients as well as value a nurturing family as the ideal environment; a commitment to empowering others to solve their own problems and a conviction about the capacity of people to grow and change; the ability to establish a respectful relationship with persons served to help them gain skills and confidence by maintaining a helping role and appropriately intervening to meet service goals; the ability to set appropriate limits.

KNOWLEDGE & SKILLS NEEDED
Must enjoy meeting with people and being out of the office
Demonstrated ability in conducting needs-assessment meetings is necessary
Must be able to stay organized and communicate effectively even while traveling
Excellent time management skills and the ability to support multiple work assignments simultaneously
Strong computer application skills are necessary (Microsoft Office experience required)
Must take initiative, set priorities, and formulate a course of action to accomplish goals
Must be adaptable and flexible in dealing with a variety of people and situations
Able to identify problems and resolve them in a timely and appropriate manner
Knowledge of child welfare and juvenile justice systems a plus but not required

SUPERVISORY RESPONSIBILITIES
None

MENTAL REQUIREMENTS OF THE POSITION
Must understand vague and implicit instructions and react favorably in all work situations; must be mentally adaptable and flexible in dealing with a variety of people. Employee must be knowledgeable in professional office procedures and be able to answer questions in a professional manner.

WORKING CONDITIONS
Typical work week is Monday-Friday 40 hours. Position requires additional hours when necessary to complete special projects or meet specific deadlines. The Director of Customer Relations will have regular contact with the YOC program staff members, members of office administration, and YOC executive staff members. Direct contact with state agencies and placing agencies by phone and in person is a primary function of this position. Regular travel throughout the state of Indiana is required.

COMPENSATION
This position is full-time, and compensation includes a competitive salary, benefit plan and travel allowance.