Customer Services Supervisor

Position Summary

The director of client services is
responsible for overseeing all aspects of the client experience, including
managing and coaching the client services team. You’ll develop new strategies to
ensure that clients receive exceptional service at every touch point with the
company.As director, you may interact
with the CEO but usually with other executive leaders in the company.You’ll also ensure that the client service
team is operating effectively and delivering on the company’s overall mission
and goals.

Essential
Functions

Develop a team of
highly effective Client Service team.

·Ensure
that the company develops a strong relationship with clients.Help your team to better understand what
customers want and how to best meet their needs.

·Manage
employee performance, create job descriptions, hire new staff members, and
terminate those who are not meeting expectations.

·Manage
the processes and teams responsible for the successful and compliant onboarding
of new clients. This includes quality assurance (QA) and underwriting.

·Manage
company policies that relate to client satisfaction standards and ensure that
all employees follow these standards.

·Analyze
data to identify trends and recommend improvements to increase efficiency.

·Coordinate
with other departments in the organization to meet client needs.

·Resolve
issues that arise between clients and the company.Identify the source of the problem and
develop a solution to the problem.

·Keep
your team engaged and motivated. This may include providing opportunities for
growth and development, creating a positive work environment, and giving
employees the tools they need to succeed.

·Plan
and execute tasks within a set time frame.You will have multiple responsibilities, including overseeing the work
of other client service representatives. Demonstrate strong time management
skills to help you prioritize your tasks and ensure you complete them on time.

Required Competencies

·Conversant in developing,
monitoring and reporting on business metrics.

·Expertise in developing
and monitoring workflow, processes and procedures.

·Strong supervision
skills.

·Familiarity with basic
provisions of California labor law, including overtime, employee breaks, etc.

·Ability to solve problems.

·Ability to multi-task.

·Strong verbal and
written communication skills.

·Excellent attention to
detail and follow-up.

·Proficiency in MS
Office.

·Proficiency in internal
and external client services-related systems and platforms.

·A high degree on
initiative and independence.

·Experience managing
employees working remotely.

·Experience in dealing with escalated
client calls and a willingness to handle such calls.

Preferred
Competencies

·Bilingual in English and Spanish

·Enthusiastic and
dynamic personality. Highly motivated.

·Ability to work methodically in a
fast-paced, high-energy environment.

Preferred Education and Experience

·Bachelors’
Degree

·5+
years’ customer service experience