WHAT DOES A CLIENT SERVICE SUPERVISOR DO?

The Client Service Supervisor oversees a diverse team of administrators, providing training and conducting checks to ensure quality and accuracy in their work. This position collaborates with the technology team to test software resolve issues, and maintain up-to-date security documentation and Client Service webpages. Additionally, this role manages service requests, conducts performance evaluations, and assists in the implementation of new policies and customer service standards.

A Review of Professional Skills and Functions for Client Service Supervisor

1. Client Service Supervisor Duties

  • Workload Monitoring: Assist Sr. CS Manager in monitoring the daily workload.
  • Team Leadership: Supervises, coaches, and leads a defined CSR team.
  • Performance Management: Ensures that the CS Team adheres to schedules and performance goals.
  • Development Program Leadership: Leads the 1:1 development program with each associate concerning quality, reliability, accountability, and productivity.
  • Conflict Resolution: Handles escalated calls/situations.
  • Customer Interaction Expertise: Serves as an expert in dealing with difficult customer interactions.
  • Operational Planning: Assist Sr. CS Manager with planning and organizing workflow to ensure efficient CS operations.
  • Performance Analysis: Monitors and analyzes daily and monthly department performance and provides analysis to Sr. CS Manager.
  • Continuous Improvement: Initiates and participates in continuous improvement initiatives utilizing lean principles.
  • Process Optimization: Proposes, implements, and sustains process changes within the team to reduce costs, improve service, and meet company goals.
  • Customer Support: Provide backup assistance for incoming customer service calls and emails based on demand.
  • Issue Documentation: Document all customer issues and correspondence.
  • Administrative Support: Support laboratory administration duties.

2. Client Service Supervisor Details

  • Team Leadership: Overlook a team of diverse Client Services Administrators through proper guidance and training.
  • Quality Control: Conduct frequent checks of employee work to ensure accuracy and quality.
  • Training Development: Create and deliver training sessions/programs for a variety of client groups.
  • Software Support: Assist the technology team in software testing, development, and problem resolution.
  • System Analysis: Assist in identifying system errors and functionalities.
  • Policy Documentation: Maintain thorough documentation of all Security policies and procedures.
  • Process Amendment: Assist client management in process, procedure, and policy amendments.
  • Content Management: Manage the Client Services webpages with the latest and most up-to-date information.
  • Resource Management: Review service requests to determine personnel and resource requirements and priorities.
  • Performance Evaluation: Conduct verbal and written performance evaluations.
  • Policy Implementation: Instruct and implement new policies and procedures, as necessary.
  • Customer Service: Provide excellent customer service to all client requestors on all matters related to additional service request standards and protocols.
  • Program Support: Assist client management in program expansion and process implementation.

3. Client Service Supervisor Responsibilities

  • Crisis Response Skills: Provides immediate support, crisis intervention, needs/risk assessment, safety planning and referrals to individuals with disabilities or special needs who are victims of Domestic Violence, Elder Abuse, and Human Trafficking.
  • Legal Guidance Skills: Discusses options for filing criminal and civil orders of protection, and drafting Safety Plans.
  • Service Navigation Skills: Helps victims identify and access appropriate services for themselves and children if applicable.
  • Case Management Skills: Provides case management that includes client follow-up and advocacy.
  • Referral Coordination Skills: Links clients to appropriate agencies that include FJC onsite and offsite partners. Serves as the initial contact for referral then routes to appropriate onsite partners for advocacy and other specified services.
  • Counseling Skills: Provides trauma-informed crisis intervention and short-term counseling services.
  • Community Assessment Skills: Conducts community needs assessment, and focus groups to identify needs and gaps in services, as well as possible areas of collaboration.
  • Professional Training Skills: Develops training for professionals and law enforcement in collaboration with the FJC Executive Director and Outreach Coordinator to address education gaps in providing services to specific, underserved groups. Provides training to FJC partners and other community based organizations.
  • Event Coordination Skills: May coordinate and/or participate in/on a variety of meetings, seminars, conferences, training sessions and/or other related events in order to receive and convey information.
  • Data Management Skills: Enters and maintains information into applicable databases and/or other computerized systems to collect and maintain records and information in assigned area of responsibility.

4. Client Service Supervisor Job Summary

  • Client Interaction Monitoring: Partner with Client Services Manager to monitor the current volume of customer (buyer and seller) interactions and hold the team to appropriate resolution SLAs.
  • Performance Measurement: Hold team members to high standards by measuring performance, clearly communicating expectations, and coaching when needed.
  • Customer Communication: Guide the team with exemplary communication in customer and client interactions including answering questions, resolving issues, closing sales, and asking for referrals.
  • Administrative Coordination: Administrative duties include but are not limited to, coordinating schedules.
  • CRM Utilization: Adopting and utilizing CRM to manage a book of business including leads, call volume, opportunities, and activities.
  • Escalation Management: Manage customer and client escalations to ensure a timely resolution.
  • UAT Participation: Participate in UAT and provide our Tech Team with feedback on site updates or errors.
  • Service Activity Planning: Plan and coordinate customer service activities ensuring commitments are met, and that questions or complaints are processed properly and efficiently.
  • Procedure Development: Contribute to the development of new procedures and processes and the modification of existing customer service procedures.
  • Internal Support: Provide support for internal questions within the department and the organization.
  • Support Ticketing Oversight: Oversee support ticketing ensuring that all tickets are assigned and responded to in a timely manner.

5. Client Service Supervisor Accountabilities

  • Policy Development: Develop and document CES department policies and procedures related to the position's responsibilities.
  • Regulatory Compliance: Ensure compliance with government regulations and university and CES policies related to the scheduling of event facilities.
  • Policy Enforcement: Act as the source of information and enforcement of all departmental, university, and government policies related to event and conference scheduling.
  • Policy Support: Seek direction and support from CES Assistant Director and Director for high-level policy issues and decision making.
  • Event Administration: Essential and Special Designation events to ensure proper enforcement of policies as well as administration of the application, approval process, and status of such events.
  • Procedure Implementation: Under the direction of the Assistant Director of CES, create, update, and implement scheduling procedures for full-time and student staff who participate in the scheduling of events and conferences.
  • Relationship Management: Develop excellent working relationships with campus service providers to ensure smooth operations related to the responsibilities of this position.
  • Facilities Liaison: Serve in a liaison capacity with other areas of Facilities Services in relation to events and housing spaces and impacts to and from facilities projects.
  • Facilities Collaboration: Collaborate with Facilities Services on setup, custodial service, and maintenance of summer conference housing spaces by providing custodial staff with timely conference housing information and requests.
  • Housing Liaison: Serve in a liaison capacity with Housing and Residence Life in relation to summer conference housing.
  • Community Engagement: Participate in university and community committees, meetings, and gatherings by CES Assistant Director.
Relevant Information
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What Does A Client Manager Do?
What Does A Client Relations Manager Do?
What Does A Client Service Administrator Do?
What Does A Client Relations Specialist Do?