Client Contact Center Supervisor

    • Job Tracking ID: 512912-620684
    • Job Location: San Francisco, CA
    • Job Level: Entry Level (less than 2 years)
    • Level of Education: High School/GED
    • Job Type: Full-Time/Regular
    • Date Updated: May 22, 2018
    • Years of Experience: Up to 2 Years
    • Starting Date: ASAP
    • Campus Location: Mission
    • Status: Regular Full-Time
    • Department: Header: Client Contact Center
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Summary:

The Client Contact Center Supervisor provides quality service for clients while supervising the daily operations and development of the Client Contact Center. This position is responsible for managing day-to-day work flow, scheduling, process improvements, and assists in facilitating and delivering training. The Client Contact Center Supervisor is a supportive coach to the Client Contact Center Associates and works closely with the Client Contact Center Manager in contributing ideas and input toward running an efficient communications center. 

Essential Duties and Functions:

Leadership

  • Ensure the associates are scheduling appointments accurately in Infinity for the Veterinary Hospitals, Intake, and Spay/Neuter Clinic
  • Assist associates in resolving escalated issues to maintain and improve client relationships and retention
  • Inform staff of Society announcements, policies, protocols and events
  • Prepare and implement schedules, monitor attendance, schedule breaks and shifts as necessary
  • Monitor associates’ time off requests in the vacation calendar
  • Direct and monitor daily workflow

Staff Development

  • Responsible for staff development through teaching, mentoring and training
  • Be an information resource to the associates, assign tasks, follow- up and give instructions as needed
  • Assist the Client Contact Center Manager in hiring, training, and orienting new Client Contact Center Associates
  • Ensure staff have the necessary support and training to apply the best skills and knowledge on the job
  • Carry out performance measurement, monitoring, and evaluation of all associates to improve their efficiency and overall performance

Customer Service

 

  • Record client information and correspondence using a computerized data entry system
  • Perform general clerical duties including: data entry projects such as generating reminders, mailings, and conducting online research
  • Develop and maintain a cooperative and productive working relationship with all other departmental staff
  • Provide accurate information to the public about Society programs and medical services
  • Enter accurate data related to animals in our care
  • Provide courteous and informative customer service for hospital and adoption calls as well as directing other calls to the appropriate departments
  • Practice and encourage the humane treatment of animals
    • Provide quality customer service to clients, volunteers, and staff while actively promoting our mission, services, programs and events
    • Promote donation and giving opportunities as appropriate
    • Practice and encourage the humane treatment of animals

Volunteers

  • Work cooperatively with all volunteers and recognize the talent and commitment they bring to the Society
  • Help coordinate projects for volunteers based on need

 

Safety

  • Ensure a safe work environment; following all safety guidelines and modeling safe work practices
  • Take immediate action to address any safety concerns that could put a staff member, volunteer, client, animal, or the organization at risk
  • Maintain a clean, healthy, and sanitary work area; follow all pest and rodent control protocols. Participate in keeping the SF SPCA campus clean and well maintained

 

Open Communication

  • Facilitate open, direct communication throughout the Society.
  • Embrace and promote the Society’s BLISS direct communication program.

 

Diversity & Inclusiveness

  • Work effectively with individuals and colleagues from diverse communities and cultures

 

Physical Requirements and Work Environment:

 

  • Work is performed in an office/cubicle setting
  • Regular sitting at a computer workstation 6-8 hours per day to input data
  • Heavy telephone use, 8 to 10 hours per day
  • Consistent exposure to animals and animal allergens under conditions with limited alternatives available
  • Availability to work one weekend day each week required.

 

Reporting Relationships and Contacts:

 

Reports to the Client Contact Center Manager

Education and Experience:

 

  • Minimum one year of professional experience in a fast paced, customer service or call center environment
  • Bilingual skills preferred
  • Experience in animal welfare and veterinary medicine
  • Experience in coaching/training in a call center environment

Knowledge, Skills and Abilities:

 

  • Commitment to the mission, values, goals, and success of the San Francisco SPCA
  • Strong computer skills including; word processing, spreadsheets and ability to master veterinary software as applicable to the Hospital and the Shelter Medical Clinic
  • Outstanding written and verbal communication skills
  • Flexibility, adaptability and a strong work ethic
  • Professional attitude and appearance
  • Comfortable working in the shelter & veterinary environment and willing to accommodate animals in the work place
  • The ability to deliver feedback with patience, care and compassion.
  • Highly organized and detail oriented

Benefits

Salary and Benefits:

The starting salary for this position depends on the length and breadth of experience. Full-time positions are eligible for paid time off and holiday pay, medical, dental & vision insurance, life insurance, long-term disability, tax-deferred retirement plan, pre-tax commute expense deductions, discounted veterinary care, employee discount on retail, pet supplies, and dog training classes.