POSITION / TITLE: Client Services Coordinator
RESPONSIBLE TO: Manager, Home Delivered Meals (HDM) Client Waitlist & Communications
STATUS: Non-exempt, Full Time, M-F 8:00am-4:30pm
PROGRAM ADDRESS: 2142 Jerrold Avenue, San Francisco, CA 94124
MISSION:
Meals on Wheels of San Francisco provides a network of services that allows seniors to live in their homes with dignity and independence as long as possible.
ABOUT MOWSF:
MOWSF is committed to the belief that all seniors have the right to live independently with dignity and respect in their own homes, for as long as safely possible. It is our mission to provide isolated homebound seniors in San Francisco with nutritious meals, daily human contact, and supportive services to prevent their premature institutionalization.
Position Summary:
The Client Services Administrative Coordinator provides client communication, administrative, and operational support across assigned MOWSF programs, supporting Home-Delivered Meals (HDM). This position serves as a point of contact for clients, caregivers, drivers, staff, and community partners; coordinates service inquiries, provides timely follow-up; and maintains accurate client information in Salesforce and other designated systems.
The coordinator assists with service changes, delivery questions, documentation, and cross-department communication and issues Drivers encounter during deliveries. Depending on program needs, assignments may include client intake, Safety Board support, driver communications and delivery coordination, spreadsheets, and other administrative activities. The position requires dependability, sound judgment, creative problem-solving, calm demeanor, attention to detail, and the ability to balance phone coverage with deadline-driven work. The coordinator must demonstrate initiative, independently assess situations, identify solutions, and effectively utilize available resources and team collaboration to resolve issues.
DUTIES AND RESPONSIBILITIES:
Client Communications & Service Support
• Respond promptly and professionally to incoming calls, emails, and inquiries from clients, caregivers, drivers, service providers, and the public.
• Provide accurate information about program services, meal deliveries, estimated delivery arrival times (ETAs), delivery schedules, and applicable procedures.
• Document and help resolve delivery complaints, missed deliveries, service questions, and client requests; driver issues, follow established scripts and escalation protocols.
• Route time-sensitive or specialized concerns to the Social Worker of the Day, operations, other program staff, or appropriate internal departments, including Human Resources for staff-related matters.
• Use respectful communication and de-escalation skills when assisting individuals with complex or sensitive concerns.
Client Records & Administrative Coordination
• Enter, review, and update client information and service requests in Salesforce and other approved systems, maintaining accuracy and confidentiality.
• Process or coordinate temporary suspensions, restarts, cancellations, disenrollments, delivery schedule changes, and other authorized service updates.
• Monitor assigned email inboxes and task queues, track follow-up needs, and complete assigned work within established timelines. Prepare, save, organize, and send professional emails, client notices, letters, spreadsheets, reports, and electronic documents.
• Maintain data logs and spreadsheets, support data entry and quality checks, and assist with reporting or special projects.
Delivery & Safety Operations Support
• Communicate with delivery drivers and operations staff to relay client instructions, clarify delivery concerns, and coordinate follow-up.
• Assist with driver confirmation calls, Safety Board coverage, missed-delivery outreach, and related documentation as trained and assigned.
• Escalate potential client safety concerns promptly using established procedures and designated staff contacts.
Program & Team Support
• Assist with program intake, enrollment, client starts, and other administrative processes as assigned.
• Coordinate requests with social work, intake, delivery operations, and other departments to support continuity of service.
• Share workload information, offer or request coverage as appropriate, and contribute to a respectful, collaborative office environment.
• Support organizational events, program changes, special projects, and other related
duties as assigned.
REQUIRED QUALIFICATIONS:
• Relevant customer service, client support, administrative or similar work experience; an associate degree or equivalent combination of education and experience is preferred.
• Working proficiency with Microsoft Outlook, Teams, Word, Excel, and OneDrive, including drafting emails, editing documents, managing files, and maintaining spreadsheets.
• Comfort with computer-based data entry, learning new applications, and moving accurately between multiple systems during calls.
• Experience with Salesforce or a comparable client relationship management database; familiarity with GetCare, phone systems, or delivery coordination tools is helpful.
• Strong verbal and written communication, professional telephone etiquette, and ability to work with culturally diverse clients and colleagues.
• Demonstrated organization, attention to detail, dependable attendance, task ownership, time management, and ability to meet deadlines while managing competing priorities.
• Ability to maintain confidentiality, exercise sound judgment, follow established procedures,
and escalate urgent issues appropriately.
• Ability to work productively and collaboratively in a shared, active office environment.
PREFERRED QUALIFICATIONS:
• Experience in a nonprofit, social service program, call center, dispatch center, or client-facing administrative setting.
• Bilingual proficiency in Cantonese, Mandarin, Tagalog, Spanish or another language
used by the communities we serve.
WORK ENVIRONMENT & PHYSICAL REQUIREMENTS
This is primarily an office-based position involving prolonged computer and telephone use, frequent communication, and occasional movement within the workplace or handling of routine office supplies. The role is performed on-site in a shared office and requires sustained attention amid interruptions and competing requests. Reasonable accommodation will be considered in accordance with applicable law.
Meals on Wheels, SF is committed to workforce diversity. Qualified applicants will receive full consideration without regard to age, race, color, religion, gender, sexual orientation or national origin. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.