Customer Care & Support Supervisor

Expected Semimonthly Salary:

Work where your work matters. Work at CCRC.

CCRC prides itself as a workplace of choice for passionate talent, driven by our mission to cultivate child, family and community well-being. Whether the position works directly with the public or supports our programs, every position is vital to our mission's success and reputation as a leader. We are not your typical non-profit. We are 900+ people strong and growing!

General Summary
Under minimal supervision, the Customer Care & Support Supervisor oversees the daily operations of the front office to ensure the delivery of high-quality customer service. The Supervisor ensures visitors are welcomed professionally in accordance with organizational standards and plays a key role in managing document flow and front desk operations. This role works closely with leadership to support efficient administrative processes. This position is classified as regular, full-time.

This position is fully onsite and requires presence at 2 locations (Sylmar/Canoga Park)

Essential Duties and Responsibilities

Within a team environment, the Customer Care & Support Supervisor Center will perform the following responsibilities:

Staff Supervision and Operations Oversight (45%)

Customer Service and Escalation Management (20%)

Document and Call Center Oversight (30%)

Departmental Support and Policy Implementation (5%)

Job Specifications

Minimum Required

• Education: High School diploma or equivalent required
• Experience: Minimum of two years of supervisory or lead experience. Demonstrated experience providing customer service in a fast-paced, high-volume environment required.
• Technical Requirements - List specifics:
  • Intermediate level skills for general computer use, including Microsoft Office products: Word, Excel, PowerPoint, Outlook.
• Travel: This position requires presence at 2 locations – the home Sylmar office and the Child Dev. Institute in Canoga. Staff may choose any mode of transportation (driving, walking, bicycling, carpooling, etc.) to arrive to and depart from the location where attendance is required. Should a staff member choose to drive, the staff member must become an approved driver with CCRC prior to driving on behalf of CCRC. Approved drivers driving on behalf of CCRC may choose to drive a CCRC vehicle or own vehicle and must meet requirements to be an approved driver including holding and maintaining current auto insurance, current California Driver’s License and receiving DMV clearance.
• Work schedule: Monday through Friday, following a traditional daytime work schedule. Occasional after-hours work may be available.
• Work environment:  This position is fully on site in an office environment. This position requires presence at 2 locations – the Sylmar office (3 days a week on site), and at the Child Development Institute (CDI) in Canoga (2 days a week on site).

• Background & Health Clearance Requirements:
  • Background & Health Clearance Requirements: Background requirements determined according to the requirements of the program(s) which the position will be supporting.
  • Background check required. As a grant-funded Agency supporting Children and Family Services, CCRC conducts background checks commensurate with the role to verify candidate qualifications (criminal history, employment history / experience, education, reference checks) and ensure grant compliance. Specific roles may have additional verification / clearance to the standard background check as part of the recruitment and selection process, including:
  • Live Scan Clearance / DOJ Fingerprinting: For positions working directly with the public in a child/ community care or child / community care adjacent setting (CA Health and Safety Code Section 1596.871 and/or Head Start Program Performance Standards 1302.90).
  • Health Clearance: For positions working directly with the public in a child/ community care or child / community care adjacent setting or working with “at risk” populations, CA Code of Regulations Title 22, §101216, CA Health and Safety Code 1596.7995, and/or Head Start Program Performance Standards 1302.93)
  • MVR / DMV clearance in accordance with CCRC’s liability insurance provisions: For positions where driving is required.
  • Child Development Permit: For positions working in an educational capacity (California Education Code Sections 44242.5, 44340, and 44341)
  • CPR / Pediatric CPR certification: For certain identified positions working directly with the public in a child/ community care or child / com