Senior Customer Service Representative

The Senior Customer Service Representative (SCSR) serves as the first point of contact for clients, visitors, staff, vendors, and community partners, acting as an ambassador for the organization’s mission and values. As a key member of the Administrative Services team, the SCSR ensures welcoming, professional, and customer-focused experience while supporting the efficient day-to-day operations of the agency.

The SCSR provides leadership to the Customer Service team by promoting service excellence, assisting with training and coaching, identifying opportunities to improve customer experience, and helping to resolve complex customer concerns. This role requires exceptional communication, organization, problem-solving, and relationship-building skills in a fast-paced nonprofit environment serving diverse populations.

• Serve as a lead representative for the Customer Service team, modeling exceptional customer service standards.
• Assist the Administrative Services Manager in onboarding, training, coaching, and mentoring Customer Service Representatives.
• Help identify customer service trends and recommend process improvements to enhance client and visitor experiences.
• Support the development and implementation of customer service procedures and best practices.
• Provide guidance and support to front desk staff during high-volume periods or challenging customer interactions.

• Welcome clients, visitors, vendors, volunteers, and community partners in a professional, respectful, and culturally responsive manner.
• Provide accurate information regarding agency programs, services, eligibility, and community resources.
• Screen and direct visitors and callers to the appropriate departments or staff.
• Maintain a secure, organized, and welcoming reception area.
• Ensure confidentiality and privacy of client information in accordance with agency policies and applicable regulations.

• Serve as liaison for event rentals receiving, tracking and booking private events.
• Liaise with departments to receive, document, and follow up on customer complaints.
• Telephone activity reports
• Reception traffic statistics
• Customer satisfaction data, when applicable
• Prepare monthly reports for Administrative Services leadership identifying service trends and recommendations.
• Maintain postage equipment, copier usage reports, and related service requests.
• Create and update employee barcode information and other administrative systems as assigned.

• Address customers concerns with professionalism, empathy, and sound judgment.
• Escalate sensitive or complex issues to the Administrative Services Manager or appropriate leadership.
• Collaborate across departments to ensure timely resolution of customer issues.
• Recommend improvements to workflows that increase operational efficiency and customer satisfaction.

• Answer and route incoming telephone calls using a multi-line phone system.
• Coordinate incoming and outgoing mail, certified mail, packages, and deliveries.
• Receive Home Care documentation and route materials to appropriate departments.
• Maintain agency directories, emergency contact information, and reception resources.
• Assist with maintaining public-facing informational materials and agency brochures.
• Ensure office supply inventories and coordinating supply distribution with Facilities.

• Participating in agency meetings, training, and professional development opportunities.
• Support special events and agency-wide initiatives as assigned.
• Perform additional administrative or operational duties as needed to support organizational goals.

• High School diploma or GED required.
• Associate’s degree in hospitality or related field is a plus.
• Minimum of three (3) years of customer service, hospitality, reception, administrative support, or nonprofit operations experience required.
• Previous experience serving in a lead or senior customer service role preferred.
• Experience working in a hospitality, healthcare, or community-based organization.

• Demonstrated commitment to providing exceptional service with professionalism, empathy, patience, and respect.
• Ability to effectively engage individuals from diverse cultural, linguistic, and socioeconomic backgrounds.

• Ability to coach, mentor, and support team members.
• Demonstrated initiative and ability to work independently while supporting team goals.

• Excellent verbal,…