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General Statement of Job
Under general supervision of the Deputy Director of Operations and Support, the Customer Service Supervisor provides superior customer service and administrative support to customers, internal staff and board members by maintaining a positive attitude.
Essential Functions
Essential Functions: These are intended only as illustrations of the various types of work performed. The omission of specific duties does not exclude them from the position.
Supervisory Responsibilities:
Directs the day to day operation of Customer Service Representatives and Cash Clerks to insure the objectives of the agency are met.
Establishes new hire and on-going training program for Customer Service Representatives and Cash Clerks.
Coordinates work with Customer Service Representatives and Cash Clerks to provide smooth flow and exchange of information.? Serve as back up to Customer Service Representatives and Cash Clerks as needed.
Develops schedules for Customer Service Representatives to ensure phones are covered at all times of operation of the department.
Customer Service:
Provide superior customer service to customers in person or by operating the agency multi-line phone, routes calls and takes messages.
Inform customers about routing, scheduling, promotion and ticket information either in person, by phone or via email.
Fulfills requests for route maps and other information upon request.
Greets customers and refers them to the appropriate staff member for further assistance, if needed.
Accepts delivery from outside vendors and delivers to the appropriate staff member.
Strong communication skills with the ability to understand the needs of low income, elderly and disabled people using empathy while maintaining sensitivity.
Customer Related Complaints:
Ability to respond to escalated customer complaints.
Responsible for investigating, resolving and reporting escalated customer related complaints.
Ability to work with a complaint process that requires several steps in the investigation phase.
Coordinates with other staff members and vendors in order to resolve customer complaints.
Acknowledge complaints in a timely manner; address complaints promptly and keep complainant informed throughout the process.
Explain complaint handling process and what the agency can and cannot do, the timeframe for investigating a complaint and when they might expect a response.
Keep personal information about the complainant confidential as possible while investigating the complaint.
Monitor LISTEN entries daily and follow through to resolution with given time period.
Administrative Support:
Provide administrative support to Deputy Director of Operations and Support by drafting, editing, and finalizing correspondence and documents intended for a range of audiences; ensures document accuracy.
Completes daily, weekly and monthly reports; ensures document accuracy.?? Assists in preparing visual and written presentations for use at Board meetings.? May be requested to attend Board Meetings.? Follows up on tasks assigned as a result of the meetings.
Additional Duties:
Performs other duties as required by the Executive Director.
Minimum Qualifications
An Associates degree in Business Administration and four years of relevant job experience or a high school diploma with ten years of relevant experience. Supervisory experience preferred.
Strong verbal and written communication skills, organizational skills, and the ability to work well with others.
General knowledge of Berkeley Charleston Dorchester Counties.
