Client Services Supervisor

 

The position is responsible for daily service delivery, employee management, overall customer satisfaction, and adherence to all SPS policies. The CSS will act as the primary daily client contact. This is a hands-on working Supervisor.
Overall, this position continuously offers the highest level of service to all client and SPS employees while maintaining a professional image of the company by providing prompt, courteous and efficient service.

Duties and Responsibilities include but not limited to:
• Oversees service delivery.
• Manages the receipt, delegation and successful completion of all client requests.
• Meets all client and SPS deadlines.
• Manages all resources within the operation including people, hardware/software and facilities.
• Coordinates staff schedules to ensure appropriate staff levels are maintained and proper coverage is provided for PTO, sickness and emergencies.
• Maintains a safe working environment for both the client and SPS staff.
• Tracks all client requests using the approved tracking mechanism and performances.
• Supports all equipment, supply and messenger vendors to comply with SPS contract.
• Performs multiple daily walkthroughs to ensure teams performance meets Clients and SPS standards.
• Documents any incidents and informs SPS Client Manger immediately.
• Participates in monthly and quarterly client business reviews.
• Establishes and maintain accountability to Client Manager and/or higher level leadership.
• Coaches, develops, and cross trains operations team to grow their careers.
• Sets and communicates to each staff member individual responsibilities, operational issues/concerns, daily goals, service improvements and customer expectations.
• Develop, appraises, and counsels staff to reduce turnover, improve employee satisfaction and increase promotability of staff members.
• Maintains consistent documentation monitoring the status of each employee.
• Ensures operational excellence.
• Performs strict adherence to all SPS policies & procedures.
• Serve as a knowledge resource regarding SPS policies and procedures
• Immediately reports any personnel, security or data breach incidents to SPS leadership team.
• Proactively institutes the SPS Governance Model to ensure client satisfaction.
• Drives operational improvements and solution design.
• Troubleshoots and resolves all client, site management and site staff issues.
• Coordinates, implements and oversees any special projects.
• Maintains consistent communication with Client and SPS at all levels.

Competencies:
 Results-oriented.
 Driven by client satisfaction.
 Strong integrity, solid business ethics.
 Excellent presentation and interpersonal skills.
 Excellent English written and oral communication skills.
 Good customer service skills, professional attitude and appearance.
 Good organizational skills.
 Ability to maintain confidentiality.
 Attention to detail.
 Ability to function with a high level of patience, tact and diplomacy to defuse anger and collect accurate information.
 Able to convey information and ideas through speech in ways that others will understand.
 Able to listen to and understand information and ideas presented through spoken words and sentences.
 Able to speak clearly so listeners understand, identify and understand the speech of another person.
 Be personable, articulate, knowledgeable and professional in presenting oneself in a professional setting.
 Flexibility in dealing with simultaneous projects.

Qualifications and Education Requirements:
• High School Diploma (or equivalent) required.
• Minimum of 3+ years of experience in relationship building and operational management.
• Previous management/ supervisor experience.
• Ability to build business relationships and interact effectively with all administration levels.
• Knowledgeable Computer skills, Outlook, Word, Excel, Google Calendar.
• Industry related experience a plus.

Physical Demands:
• Fine and/or gross motor skills, including the ability to grasp, lift and/or carry or otherwise move packages on a standard wheeled cart with a load capacity of 60 lbs.
• Ability to walk, bend, kneel, stand, and/or sit for an extended period of time.
• Manual dexterity required for operating office machinery (phone, copy machines, binding equipment, etc.).
• Physically able to talk on the phone and input data simultaneously.
• Ability to lift or move 40 lbs. or greater frequently.

Other Duties:
This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.