Client Services Supervisor

The Client Services Supervisor provides daily support and guidance to Client Services team, serving as a resource for questions, problem-solving, and workflow assistance. The Supervisor monitors daily operations and identifies opportunities for training, coaching, and process improvement. They partner with leadership to communicate trends, challenges, and team needs. The Supervisor also encourages and supports the team in consistently delivering reliable, responsive, and personable service.

JOB RESPONSIBILITIES include the following. Other duties may be assigned.

• Act as Tier I floor support and be available and helpful to the CS team
• Create and distribute daily CS schedule and schedule shift changes when necessary
• Ensure adequate phone coverage is maintained throughout the day, and delegate tasks and shift responsibilities as needed
• Complete monthly phone call evaluations
• Maintain in-depth working knowledge of Main Street systems and processes
• Monitor CS compliance with department and company policies and procedures
• Monitor department for “issue” trends and make recommendations for process improvements and CS training
• Assist in planning and leading CS meetings, training sessions, and events
• Demonstrate a high sense of urgency by acting quickly on escalated client calls
• Research client complaints and assist in resolution and client communication as requested
• Serve as a backup for onboarding and case verification
• Act as IT Liaison, ensuring all CS tickets are vetted before they are submitted to IT
• Keep promises and finish what you start; follow through with your commitments and complete assignments and projects on time
• Ensure the CS team knows you are invested in their success by setting clear expectations, establishing credibility and building rapport with them.
• Be reliable, responsive & personable to internal and external clients

• Bachelor’s Degree preferred or 5+ years Customer Service experience, preferably in a B2B environment
• Proficiency in Microsoft Outlook, Word, and Excel
• Possess a passion for customer service
• Demonstrated ability to provide guidance and support to team members in a fast-paced environment
• Ability to manage customer expectations, establish credibility, and build rapport with customers
• Excellent communication skills, both verbal and written
• Ability to prioritize and manage multiple questions and requests with a high sense of urgency, while maintaining a calm and professional demeanor
• Strong teamwork and collaboration skills, with a willingness to step in and support the team as needed