Indianapolis, IN | Full-Time | On-Site

Make every welcome count. Be the steady hand behind one of JBNC’s most vital community-facing roles.

About the Role

At John Boner Neighborhood Centers, we believe that every neighbor deserves to feel seen, supported, and empowered the moment they walk through our doors. As our Customer Service Manager, you will be the linchpin of that first impression—leading the team that greets thousands of neighbors, clients, and partners each year. This isn’t just about managing a front desk. It’s about creating a welcoming experience, ensuring our spaces are safe and well-coordinated, and equipping front-line staff to shine in their roles. This is a dynamic leadership opportunity for someone who thrives in high-energy environments, is passionate about direct service, and wants to build operational excellence at the ground level.

A Day in the Life

You start the day with a quick team huddle, making sure front desk coverage is strong across both JBNC lobbies. Throughout the day, you’re balancing oversight and hands-on problem-solving—whether it’s stepping in to support a de-escalation with a visitor, answering questions about JBNC’s 40+ programs, or helping a neighbor navigate our computer resource room. You’re also developing simple SOPs to streamline flow, gathering input from other departments, and updating community resource materials. You might train a new team member on handling phone calls or resolve a tech hiccup so no one misses a beat. You’ll spend time coaching and checking in with front desk staff to build confidence and customer service skills, always reinforcing a culture of respect, warmth, and resilience. And at the end of the day, you’ve helped make JBNC feel just a little more like home for everyone who entered.

You Would Thrive in This Position If…

• You’re a natural people leader who knows how to motivate and coach early-career staff.
• You’ve worked in customer-facing environments like nonprofit centers, libraries, social services, or fast-paced retail and understand the power of a calm, confident presence.
• You’re skilled at de-escalation, listening with empathy, and having hard conversations with both compassion and accountability.
• You’re tech-savvy, curious, and enjoy learning and teaching tools like Microsoft Office, NetTime, and other systems used in community services.
• You’re a builder of structure, not just a manager of chaos—you love documenting processes and creating systems that empower others.
• You find deep joy in helping others and feel a sense of purpose connecting people to resources that matter.
• You’re energized by mission-driven work and know how to pivot and bounce back when things get messy (because they do).
• You speak another language in addition to English? That’s a major plus—our community is diverse, and bilingual leaders are a huge asset.

Schedule & Location

• Full-time, on-site
• Typical schedule is 8:00 AM – 5:00 PM, with occasional coverage needed until 7:00 PM
• Some evening hours required, no weekends expected
• Primary location: JBNC’s Near Eastside campus

JBNC is proud to be a hub of hope, connection, and practical resources for neighbors from all walks of life. If you're ready to lead with heart, build operational excellence, and uplift a team on the front lines of community care, we’d love to hear from you.