Client Service Supervisor

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 Client Services 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: 

• Oversee service delivery.
• Manage the receipt, delegation, and successful completion of all client requests.
• Ensure all client and SPS deadlines are met.
• Manage resources including people, hardware/software, and facilities.
• Coordinate staff schedules to maintain appropriate staffing levels and cover PTO, sickness, and emergencies.
• Maintain a safe working environment for SPS staff.
• Track client requests using the approved tracking mechanism.
• Maintain metrics for monthly KPI/SLA reporting.
• Oversee equipment, supply, and messenger vendors to ensure compliance with SPS contracts.
• Perform daily walkthroughs to observe team performance.
• Document incidents and inform the Client and SPS immediately.
• Monitor and report on financial performance.
• Maintain site P&L at or above proforma levels.
• Ensure deadlines for payroll, billing, and A/R collection are met.
• Oversee monthly budget forecasts.
• Grow the existing account year-over-year.
• Ensure client and employee engagement.
• Maintain Client Satisfaction Index (CSI) at or above previous scores.
• Participate in monthly and quarterly client business reviews.
• Maintain Employee Satisfaction Index (ESI) at or above previous scores.
• Participate in SPS-sponsored events.
• Establish and maintain accountability with the Client Services Manager and higher-level leadership.
• Coach, develop, and cross-train the operations team.
• Set and communicate individual responsibilities, operational issues, daily goals, service improvements, and customer expectations to staff.
• Develop, appraise, and counsel staff to reduce turnover, improve satisfaction, and increase promotability.
• Maintain consistent documentation of employee status.
• Provide annual employee performance evaluations as directed by SPS.
• Ensure operational excellence and adherence to all SPS policies and procedures.
• Serve as a resource for SPS policies and procedures.
• Meet or exceed all contractual and client KPIs/SLAs.
• Report any personnel, security, or data breach incidents to the SPS leadership team immediately.
• Implement the SPS Governance Model to ensure client satisfaction.
• Standardize policies and procedures, including monthly reporting and benchmarks.
• Drive operational improvements and solution design.
• Troubleshoot and resolve client, site management, and staff issues.
• Coordinate, implement, and oversee special projects.
• Lead vendor partner negotiations.
• Manage site financials, including hours, gross margin, profitability, and growth.
• Serve as a knowledgeable resource on OSHA, EEOC, and complaint handling processes.
• Manage direct reports, including managerial staff.
• Assist in developing training materials and executing formal training sessions.
• Support internal business development as directed.
• Maintain consistent communication with clients and SPS at all levels.

Competencies: 

• Focused on achieving results and meeting objectives.
• Committed to delivering exceptional client satisfaction.
• Demonstrates high integrity and strong ethical standards.
• Skilled in presentations and building positive relationships.
• Proficient in both written and verbal communication in English.
• Exceptional in customer service with a professional demeanor.
• Well-organized and able to manage multiple tasks efficiently.
• Maintains confidentiality and handles sensitive information responsibly.
• Detail-oriented with a keen eye for accuracy.
• Able to manage challenging situations with patience and diplomacy.
• Effective in conveying information clearly and understandably.
• Skilled at active listening and comprehending spoken information.
• Communicates clearly and ensures mutual understanding.
• Personable, articulate, and professional in all interactions.
• Adaptable in managing multiple projects concurrently.

 Qualifications and Education Requirements: 

• High School Diploma or equivalent required; Bachelor’s Degree preferred.
• At least 3 years of experience in relationship building and operational management.
• Previous experience managing or supervising a team of 5-10 employees.
• Proven ability to build relationships and interact with senior executives.
• Strong understanding of sales and business development skills.
• Exceptional computer proficiency.
• Experience in the industry is a plus.
• Focused on client satisfaction with a proven track record of diplomacy and accountability.
• Demonstrates strong integrity and ethical standards.
• Team-oriented approach to account management.
• Creative and strategic thinker with a track record of performance.
• Maintains a professional appearance and attitude.
• ⁠Adheres to all company policies and procedures.

 Physical Demands: 

• Fine and gross motor skills necessary for grasping, lifting, and moving packages using a standard wheeled cart with a load capacity of up to 60 lbs.
• Ability to walk, bend, kneel, stand, and sit for extended periods.
• Manual dexterity needed for operating office equipment such as phones, copiers, and binding machines.
• Capable of talking on the phone and inputting data simultaneously.
• Frequent lifting or moving of items weighing 40 lbs. or more.
• Specific vision requirements include close vision, distance vision, ability to adjust focus, and distinguishing between colors 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. 

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.
  • Note: Please inquire with the Human Resources team for benefit offerings per role as regular positions that routinely are under 30 hours/week may have a different benefit offering.

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 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.

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