Customer Service Supervisor

Description

FLSA: Full-time salary (exempt) position

Summary: 

The Customer Service Supervisor is responsible for leading the daily operations of the front desk and ensuring an exceptional customer experience for guests, members, and staff. This position oversees the customer service team, manages administrative procedures, and maintains accurate program and account information within the agency’s CRM system. 

Essential Job Functions 

Supervision of Customer Service Team 

• Develops and      maintains staff schedules to ensure coverage during all hours of      operation.
• Supervises team      members within area of oversight, including onboarding, training, ongoing      support, and performance evaluations.

o Monitors and ensures timely, accurate, and professional completion of staff responsibilities, including Providing excellent customer service

o Ensures all guests are registered for the programs, events, and services. Assists members with registration process when necessary

o Answering and routing telephone calls correctly 

o Provides desk coverage

o Prepares outgoing mail and ensure availability of postage

o Management of waitlists, registrations and program withdrawals

Daily Tasks and Frontline Work 

• Maintain a thorough understanding of all      services provided by SourcePoint, and field inquires and communicate      information to the public, clients, members and staff as needed
• Provides coverage and support at front or      greeter’s desk as needed 
• Works with Community Programs staff to      ensure accuracy of activity registration and membership enrollment in CRM      software 
• Management of clerical tasks such as monthly      cash logs, data entry and routine reporting including credit on accounts      and duplicate records
• Perform errands requiring a vehicle, as      needed

Software Oversight: Customer Accounts, POS and Programs

· Oversees and ensures accuracy of customer accounts, point-of-sale (POS) transactions, and program listings in the CRM software, trains and supports staff and members in use of software features

· Oversees tasks of the resource coordinator

· Oversees flow of information from program supervisors to the resource coordinator for placement in CRM and promotional flyers

Communication and Collaboration with Other Departments 

• Works with supervisors from all other departments to review and refine office administrative and customer      service procedures
• Assists with special events, fundraisers,  and related activities of SourcePoint

Requirements

Required Skills and Abilities 

· Strong interpersonal skills with ability to maintain a positive attitude, professional demeanor, foster a welcoming environment to staff and members of the public

· Excellent verbal and written communication skills, ability to type

· Strong clerical skills, including experience working with computers, software programs, filing and use of various office equipment

· Ability to successfully handle multiple priorities, stressful situations, meet deadlines, and respond to situations in real time

· Ability to operate a variety of office equipment such as computer, copier, telephone, calculator, FAX machine, postage meter, folding machine and other equipment necessary to perform duties assigned 

Education and Experience

· Associates degree preferred, or equivalent combination of education and experience

· Minimum of 3 years’ experience as a receptionist, secretary or front desk clerk in an office environment 

· 1-year supervisory experience

· Knowledge of ActiveNet, Microsoft applications and Outlook are preferred

Essential Physical Requirements/Working Conditions

· Ability to lift 20 lbs. on a regular basis without assistance. 

Other:

In any organization, particularly a small organization, it is necessary to assume new responsibilities necessary to ensure a smooth continuity of operations with the organization. It is expected that other organizational needs will emerge, which will be assigned to this position.

Equal Opportunity Employer  

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, genetic information, military status, or any other characteristic protected by applicable federal, state, or local law.

In accordance with Ohio law, we are committed to providing reasonable accommodations to qualified individuals with disabilities and to applicants who require such accommodations during the hiring process. If you need assistance or an accommodation due to a disability, you may contact our HR department.

At-Will Statement

Employment with SourcePoint is on an at-will basis. This means that either you or the Company may terminate the employment relationship at any time, with or without notice, and with or without cause, subject only to applicable law. Nothing in this job description, nor any other communication, should be construed as creating a contract of employment or altering the at-will relationship.

About SourcePoint:

SourcePoint helps Delaware County adults 55 and better live safely at home and stay healthy as they age. We provide in-home care like Meals on Wheels, a large community center, support for caregivers, and more. And we want you on our team! Come join a wonderful organization that brings a wide variety of expertise and talents together under one roof. At SourcePoint, every team member, from accounting to wellness, contributes to our mission to help our community live well after 55.

A Final Note:

You do not need to match every listed expectation to apply for this position. At SourcePoint, we know diverse perspectives foster the innovation we need to be successful, and we are committed to building a team that encompasses a variety of backgrounds, experiences, and skills.