Client Service Supervisor

SPS-North America; San Francisco (CA); On-site; Full time

Job summary

Join a dynamic and innovative firm as a Client Service Supervisor, where you will oversee multiple projects and ensure exceptional service delivery. This role is pivotal in managing client relationships and operational excellence, making a significant impact on customer satisfaction. You will lead a team, develop talent, and drive improvements while maintaining a professional image. With a strong focus on employee engagement and client success, this position offers a unique opportunity to grow your career in a supportive environment that values learning and development. If you are passionate about delivering top-notch service and thrive in a fast-paced setting, this role is for you!

Benefits

Medical Insurance

Dental Insurance

Vision Insurance

401k with matching

Paid Time Off

Education Discounts

Pet Insurance

Short Term Disability

Legal Program

Entertainment Discounts

Qualifications

• 3+ years of experience in operational management and client relationship building.
• Ability to manage multiple projects and maintain high client satisfaction.

Responsibilities

• Oversee daily service delivery and manage client requests effectively.
• Ensure adherence to SPS policies and maintain employee satisfaction.

Skills

Customer Service Skills

Interpersonal Skills

Organizational Skills

Communication Skills

Relationship Building

Operational Management

Problem-Solving Skills

Diplomacy

Education

High School Diploma

Bachelor's Degree

Job description

Job Title: Client Service Supervisor

Reports To: The Client Service Supervisor will report to the Client Service Manager, Client Manager, Client Director, or equivalent leadership.

Job Overview:

The Customer Service Supervisor (CSS) position is to sit on-site with our client and oversee multiple sites or projects. The position is responsible for daily service delivery, employee management, overall customer satisfaction, and strict adherence to all SPS policies. The CSS will act as the primary daily client contact in correlation with the Client Service Manager while overseeing the staff onsite for all supervisory functions required.

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:

• 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 the SPS staff.
• Tracks all client requests using the approved tracking mechanism and performances.
• Maintains metrics for monthly reporting of KPIs/SLAs.
• Oversees all equipment, supply, and messenger vendors to comply with SPS contract.
• Performs multiple daily walkthroughs to observe team performance first hand.
• Documents any incidents and informs Client and SPS immediately.
• Oversees and reports on financial performance.
• Maintains site P&L at proforma levels or above.
• Consistently executes all deadlines to be met for payroll, billing & A/R collection.
• Oversees monthly budget forecasts for the account.
• Grows the existing account year-over-year.
• Maintains Client Satisfaction Index (“CSI”) at or above previous score.
• Participates in monthly and quarterly client business reviews.
• Maintains Employee Satisfaction Index (“ESI”) at or above previous score.
• Participates in SPS sponsored events.
• Establishes and maintains accountability to Client Services 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.
• Develops, 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.
• Provides annual employee performance evaluations and reviews as directed by SPS.
• Insures operational excellence.
• Performs strict adherence to all SPS policies & procedures.
• Serves as a knowledge resource regarding SPS policies and procedures.
• Meets or exceeds all contractual and client KPIs/SLAs.
• Immediately reports any personnel, security, or data breach incidents to SPS leadership team.
• Proactively institutes the SPS Governance Model to ensure client satisfaction.
• Standardizes policies and procedures, including statistical monthly reporting and benchmarks.
• Drives operational improvements and solution design.
• Troubleshoots and resolves all client, site management, and site staff issues.
• Coordinates, implements, and oversees any special projects.
• Coordinates and leads vendor partner negotiations.
• Manages site financials in terms of hours, gross margin spread, profitability, and growth.
• Serves as a knowledgeable resource regarding OSHA, EEOC, and process for handling complaints.
• Manages direct reports including managerial staff.
• Assists in the development of training materials and execution of formal training sessions.
• Supports business development internally and as directed.
• Maintains consistent communication with Client and SPS at all levels.
• Results-oriented.
• Driven by client satisfaction.
• Excellent presentation and interpersonal skills.
• Excellent English written and oral communication skills.
• Expert in customer service skills, professional attitude, and appearance.
• Good organizational skills.
• Ability to maintain confidentiality.
• 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. Bachelor’s Degree or higher preferred.
• Minimum of 3+ years of experience in high-level relationship building and operational management.
• Previous management/supervisor experience overseeing 5-10 employees.
• Ability to build business relationships and interact effectively with “C” level executives.
• Solid understanding of selling skills.
• Industry-related experience a plus.
• Driven by client satisfaction, with a proven track record of diplomacy and ownership.
• Strong team approach to account management.
• Creative strategic thinking and performance.
• Required to maintain an overall professional appearance and attitude.
• Adhere to all policies and procedures required.

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.
• Specific vision abilities required by this job include close vision, distance vision, ability to adjust focus and ability to match or may include detection of differences between colors, including shades of color and brightness.

Travel: Some local travel is required for this position. Approximately up to 25%.

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.

Pay Range:

$29 - $30 USD

WHAT WE OFFER:

• Career Growth: An opportunity to enter a job that allows you to learn new skills or use a variety of them that may lead you to uncover other career opportunities!
• Learning & Development: At SPS, we promote a work culture of learning so that you can develop to be the best at what you do!
• We Recognize Talent: We offer a variety of recognition programs for all levels of employees!
• Benefit Offerings:Medical, Dental, Vision, HCFSA, DCFSA, HSA, Commuter Transit and Parking, Supplemental Life Insurance, Accident Insurance, Critical Illness, Hospital Indemnity, Legal Program, Identify Theft Protection, Pet Discounts, Pet Insurance, Group Home and Auto Insurance, EAP, Short Term Disability, Life Insurance, Education Discounts, 401k w/ matching, Entertainment Discounts, & Paid Time Off.

About SPS:

SPS is an award-winning employer of choice offering outsourcing solutions that leverage Intelligent Automation (Artificial Intelligence & Robotic Process Automation) in more than 22 countries across the globe.

In North America, our services include Mailroom Management (both physical and digital), Office Services such as Reception, Lobby Concierge, and Conference Room Management in addition to Document Processing Services utilizing leading-edge technologies. Our clients today are companies in sectors such as banking, insurance, legal, higher education, advertising, and other professional services, including many Fortune 500 companies.

SPS is committed to delivering a high caliber outsourcing experience to our clients and offering our employees challenging and exciting career opportunities throughout the North America region and globally. SPS is committed to investing in the professional development of our employees and offers competitive comprehensive benefits and diverse development training programs that lead to building careers.

At SPS, we embrace the uniqueness of our employees and are committed to the fair and equal treatment of all people, applicants, and employees by promoting a culture of access, inclusion, equity, and diversity.

SPS provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual and reproductive health choices, national origin, age, disability, genetics, military status, gender identity or expression, sexual orientation, and/or any other status protected by law.