Customer Service Supervisor

Description

FLSA:
Full-time salary (exempt) position

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.

• 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.
• Monitors and ensures timely, accurate, and professional completion of staff responsibilities, including Providing excellent customer service
• Ensures all guests are registered for the programs, events, and services. Assists members with registration process when necessary
• Answering and routing telephone calls correctly
• Provides desk coverage
• Prepares outgoing mail and ensure availability of postage
• Management of waitlists, registrations and program withdrawals

• 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

• 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

• 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 Source Point

• 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

• 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 Active Net, Microsoft applications and Outlook are preferred

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

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.

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…