Customer Service Supervisor

FLSA: Full-time salary (exempt) position

Summary:

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.

Essential Job Functions

Supervision of Customer Service Team

• 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.

o Monitors and ensures timely, accurate, and professional completion of staff responsibilities, including Providing excellent customer service

o Ensures all guests are registered for the programs, events, and services. Assists members with registration process when necessary

o Answering and routing telephone calls correctly

o Provides desk coverage

o Prepares outgoing mail and ensure availability of postage

o Management of waitlists, registrations and program withdrawals

Daily Tasks and Frontline Work

• 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

Software Oversight: Customer Accounts, POS and Programs

· 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

Communication and Collaboration with Other Departments

• 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 SourcePoint