Client Services Supervisor

People Working Cooperatively, Inc.; Cincinnati (OH); On-site; USD 50,000 - 80,000; Full time

Job summary

An established industry player is seeking a Client Services Supervisor to lead a dedicated team in providing exceptional support to clients. This role involves monitoring team performance, analyzing data for process improvements, and ensuring compliance with funding and program updates. The ideal candidate will have extensive experience in client services, strong leadership skills, and a commitment to enhancing client satisfaction. Join a mission-driven organization that values its employees and is dedicated to making a positive impact in the community.

Benefits

Competitive wages

Mileage reimbursement

Cell phone reimbursement

Health benefits

Professional development opportunities

Qualifications

• 5+ years of experience in a client services or call center role.
• Proficient in Microsoft Office and handling multiple phone lines.

Responsibilities

• Lead the Client Services team to ensure high-quality support.
• Analyze data to improve processes and client satisfaction.
• Monitor team performance and manage escalated issues.

Skills

Microsoft Office

Client Communication

Data Analysis

Team Leadership

Education

High School Diploma or equivalent

Tools

Multi-line Phone

Job description

2 days ago Be among the first 25 applicants

Direct message the job poster from People Working Cooperatively, Inc.

People Working Cooperatively (PWC) performs critical home repairs and services so that low-income homeowners can remain in their homes living independently and healthier in a safe, sound environment.We offer a great benefits package, competitive wages, and reimbursements for mileage and cell phones.PWC is committed to our employees and our clients as we serve the needs of our communities.

Job Summary:

The Client Services Supervisor leads a frontline team in delivering high-quality support to clients, ensuring service goals are met and processes are efficient and client-centered. This role monitors team performance, analyzes data to improve outcomes, and keeps staff informed on current funding and program updates. The Supervisor helps remove barriers in the client application process, manages escalated issues, maintains communication materials, supports outreach and partnerships, and assists with audits to ensure compliance and program effectiveness.

Essential Duties and Responsibilities:

·Oversee Client Services team in day-to-day tasks.

·Ensure team members are achieving desired service levels.

·Prepare reports and analyze call center data to improve processes, while maximizing efficiency and client satisfaction.

·Monitor calls from the Client Services team to ensure quality and accuracy.

·Continuously update the Client Services team regarding current funding, contracts, outreach, etc.

·Identify barriers and streamline the application process for clients that require certification.

·Document escalated issues and collaborate with project managers in the resolution of those issues.

·Maintain templates for forms and letters and keep records of written communication.

·Assist with outreach efforts and foster partnerships with other agencies.

·Support internal and external audits.

MINIMUM QUALIFICATIONS:

Education: High School Diploma or equivalent.

Experience and/or Training: A minimum of 5 years’ experience.

Technology/Equipment: Proficient is Microsoft office programs, and emails, and multiple line phone.

PREFERRED QUALIFICATIONS:

Experience and/or Training: 5-10 years’ experience in a call center environment

PHYSICAL AND MENTAL DEMANDS:

This is an in-person role based in an office environment. The Call Center Supervisor position is primarily sedentary, requiring prolonged periods of sitting while using a computer or phone. The role involves frequent hand and finger use for typing, writing, and operating standard office equipment. Visual focus is essential for reviewing data, reports, and written communications. Occasional standing, walking, and light lifting (up to 15 pounds) may be necessary for tasks such as moving files or supplies. The role also includes regular movement within the office to engage with team members and attend in-person meetings.

This job operates in a professional office environment. Must be able to routinely use standard office equipment, such as computers, or laptops, multi-line phone, and photocopiers / scanners.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

• Industries

  Civic and Social Organizations

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