Client Services Supervisor

    • Job Tracking ID: 512912-710675
    • Job Location: San Francisco, CA
    • Job Level: Mid Career (2+ years)
    • Level of Education: BA/BS
    • Job Type: Full-Time/Regular
    • Date Updated: November 07, 2019
    • Years of Experience: 2 - 5 Years
    • Starting Date: ASAP
    • Campus Location: Pacific Heights
    • Status: Regular Full-Time
    • Department: Header: Pacific Heights Hospital
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Summary:

The Client Services Supervisor is an experienced member of the client services team who oversees the client services staff. The Client Services Supervisor provides leadership and direction for the client services team, ensuring high quality service to our internal and external clients. The Client Services Supervisor is responsible for managing the daily client service activities in various departments as they relate to front desk operations, coordination and quality of customer service, and supervision of client services staff.

Essential Duties and Functions:

Leadership: Client Care Skills

  • Implement client services protocols and procedures
  • Implement standards set by the Client Services Manager for the client services team
  • Perform as a Client Service Representative as needed
  • Provide direct supervision in all client services work areas
  • Assist client services staff with challenging client situations
  • Work cooperatively with other SF SPCA departments and campuses to meet business/program needs
  • Take responsibility for the operation of the hospital as it relates to personnel, staffing, policies, routines, proper methods, performance and public relations in the absence of the Client Services Manager
  • Work collaboratively with the Client Services Manager and other department managers and supervisors to plan for optimal staffing to assure maximum productivity and service
  • Work in conjunction with the Client Contact Center Manager and Associates to provide quality customer service via telephone, e-mail, and fax

Leadership: People & Talent Management

  • Coordinate training of regular employees, temporary employees and volunteers
  • Show investment in the training, development, and progression of existing employees through teaching and mentoring
  • Provide leadership, performance reviews, supervision and coaching for night time client services staff; sustain a strong commitment to teamwork, high professional standards and continuing development
  • Monitor and direct employee performance, partnering with the Client Services Manager
  • Help to coordinate on-going training and opportunities for education for the client services team
  • Keep staff informed on Society announcements, policies, and protocols

Administrative Duties

  • Work collaboratively with the hospital management team to ensure the maintenance of medical data in client and patient databases
  • Create reports as directed
  • Manage doctor’s schedules on any given day, make changes to the schedule on a daily basis to meet business needs
  • Supervise client services staff in the delivery of all administrative services for the medical staff
  • Perform other duties and work on special projects as requested

Client and Community Services

  • Investigate, intervene and respond to client complaints and problems (internally and externally) and report results to the Client Services Manager
  • Implement standards set by the Client Services Manager and hospital management team to ensure that clients are scheduled appropriately, client service is provided in a timely and courteous manner, and that clients receive necessary information concerning hospital and clinic policies, procedures, and the health of their pets.
  • Implement standards set by the hospital management team to ensure monitoring of daily surgery and appointment schedules to meet hospital/clinic, client, and veterinarian needs

Financial/Reporting

  • Implement financial assistance programs in a manner that follows the guidelines set forth by the hospital management team
  • Ensure that all financial transactions and systems including cash drawers, daily deposits, and payments on account are accurate and meet standard operating and accounting procedures
  • Ensure that daily reports are being completed accurately and completely by client services staff

Program Development

  • Collaborate with department managers in the implementation of new programs and services

Communication

  • Utilize high-level communication skills (i.e. conflict mediation, de-escalation techniques, etc.) to respond to clients and staff
  • Facilitate good working relationships through teamwork and collaboration
  • Maintain effective communication with various team managers through daily contact in scheduled meetings, informally or in writing as needed to coordinate and direct client services and business functions of the department

Volunteers

  • Work cooperatively with all volunteers and recognize the talent and commitment they bring to the Society

Safety

  • Follow established disease control protocols
  • Attend all designated safety training sessions and read all safety literature
  • Ensure a safe work environment follow all safety guidelines, including PPE, and model safe work practice
  • 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

Diversity and Inclusiveness

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

Open Communication

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

Reporting Relationships and Contacts:

Reports to the Client Experience Specialist

Physical Requirements and Work Environment:

  • Regular sitting at computer stations and operation of electronic equipment
  • Regular standing, bending, stooping and crouching
  • Regularly moves about the campus to coordinate work
  • Regular exposure to animals under stress
  • Consistent exposure to animals in the workplace and animal allergens under conditions with limited alternatives available

Education and Experience:

  • Bachelors degree preferred
  • Leadership and management experience; a minimum of three years of related work experience as a supervisor in a fast paced, multi-tasking, high-responsibility environment, preferably within a medical environment or customer service oriented organization

Knowledge, Skills and Abilities:

  • Commitment to the mission, values, goals, and success of the San Francisco SPCA
  • Experience in animal welfare and veterinary medicine management a plus
  • Basic understanding of standard veterinary terminology, procedures and animal health issues.
  • Strong computer skills including; word processing, spreadsheets, accounting software etc. and able to master veterinary software as applicable to hospital/clinic management
  • Demonstrated success in managing a diverse team of professionals, skilled in managing varied relationships and successful at facilitating collaboration and cooperation
  • Knowledge of principles and practices of staff management and the appropriate methods and means of dealing with human behavior situations in a variety of business circumstances
  • Excellent communication skills including ability to mediate conflicts and give/receive feedback; ability to communicate effectively, verbally and in writing in a diverse range of audiences and settings
  • Excellent time management skills and ability to prioritize
  • Willingness to work the hours necessary to accomplish targeted responsibilities
  • Ability to delegate responsibility, achieve and measure results with team members

Benefits

Salary and Benefits:

The starting hourly rate for this position depends on the depth and breadth of experience. Regular, full-time positions are eligible for benefits package including: PTO 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, and pet supplies. 

The SF SPCA is an Equal Opportunity Employer and welcomes applications from individuals who contribute to our diversity. We are an at-will employer and conduct pre-employment background checks and drug screening. This job description reflects the assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned.