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Client Service Supervisor

Westlake, Texas, United States

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 help oversee site operations. The position is responsible for daily service delivery, employee management, overall customer satisfaction, and strict adherence to all SPS policies.
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:
• Oversees service delivery for all service areas
• 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 coverage is available.
• Maintains a safe working environment, adhering to SPS and client safety guidelines.
• Maintains metrics for monthly reporting of KPIs/SLAs.
• Oversees all equipment, supply and messenger vendors to comply with SPS contract.
• Monitors team performance directly.
• Maintains all documentation as required.
• Maintain positive and professional client and team relationships
• Maintains Client Satisfaction Index (CSI) and Employee Satisfaction Index (ESI) at or above previous score.
• Establishes and maintain accountability to Client Services Manager and/or higher level leadership.
• Coaches, develops, and cross trains SPS staff. Develop, appraises, and counsels staff to reduce turnover, improve employee satisfaction and increase promotability of staff members.
• Provides feedback and documentation for annual employee performance evaluations and reviews as directed by SPS.
• Ensures strict adherence to all SPS policies & procedures.
• Meets or exceeds all contractual and client KPIs/SLAs.
• Immediately reports any data or personnel incidents to SPS leadership team.
• Coordinates, implements and oversees any special projects.
• Maintains consistent and professional communication with Client and SPS at all levels.

Competencies:
 Results-oriented.
 Driven by client satisfaction.
 Strong integrity, solid business ethics.
 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.
 Attention to detail.
 Ability to function with a high level of patience, tact and diplomacy to defuse anger and collect accurate information.
 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. Bachelors Degree or higher preferred.
• Minimum of 3+ years of experience in
• Previous management/ supervisor experience overseeing 5-10 employees.
• Ability to build business relationships and interact effectively with clients at all levels.
• Exceptional computer skills.
• Industry related experience a plus.
• Driven by client satisfaction, with proven track record of diplomacy and ownership.
• Strong integrity, solid business ethics.
• 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. 

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 applicable law.

Colorado only: We accept applications for an expected minimum of 5 days from the date it is posted. The posting may remain open longer as needed to ensure a robust and inclusive applicant pool.

Applicants are prohibited from using real-time AI (Artificial Intelligence) tools, prompts, scripts, or real-time assistance (including but not limited to chatbots, AI-generated responses, or transcription-based tools) during any and all interviews over any forum or platform. 

SPS offers reasonable accommodations in the hiring and employment process for individuals with disabilities. If you need assistance in the application or hiring process to accommodate a disability, you may request an accommodation at any time.

To view our privacy policy, click on the link below: Data Privacy Statement

Acknowledgement Section: By submitting an application, by hitting "Submit Application", you certify that the information contained in this application is true and complete. You attest to the fact that the answers provided are correct to the best of your knowledge and ability. You certify that you have not knowingly withheld any information that might affect your chances for hiring. You understand that any false information or omission (including any misstatement) on this application or on any document used to secure this employment can be grounds for rejection of application or, if you are employed by SPS can be grounds for immediate termination from this company.

 

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