Client Services Supervisor - HBT

Client Service Supervisor leads a team of Client Representatives, and the Major Account Support Representatives and Major Account Executives. Responsible for leadership and guiding the team to provide the highest levels of customer service. The Client Service Supervisor reinforces corporate culture by setting appropriate examples of conduct and work ethics to team members.

• Resolves escalated customer service issues to provide ongoing customer satisfaction.
• Develops and tracks team performance metrics to monitor success and opportunities to improve efficiency within department.
• Monitors workload and reassigns resources as needed to ensure quality customer service.
• Recruits, selects, hires, and evaluates performance of personnel to ensure that all departmental needs are handled appropriately. Counsels and develops staff for personal and corporate advancement through career development, training programs, and other resources.
• Ensures team phone lines are staffed appropriately to ensure a positive client experience and managers the response time and quality.
• Meets with Client Service Manager weekly or as needed to ensure upper management is briefed on team concerns and to receive direction and information relating to the management of the company.
• Other duties as assigned to support the general purpose of the position’s function.