Job Description

The Client Services Supervisor position is to sit on-site with our client and oversee multiple sites or projects. The position is responsible for daily service delivery, employee management, overall customer satisfaction, and strict adherence to all SPS policies. The CSS will act as the primary daily client contact in correlation with the Client Services Manager. While overseeing the staff onsite for all supervisory functions required.

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.

Schedule: Monday to Friday 8am-5pm

Key Responsibilities:

• Service Delivery
• Client Requests - Manage the receipt, delegation and successful completion of all client requests
• Deadlines - Meet all client and SPS deadlines
• Resource Management – Manage all resources within the operation including people, hardware/software and facilities
• Staffing Levels – Coordinate staff schedules to ensure appropriate staff levels are maintained and proper coverage is provided for PTO, sickness and emergencies
• Safety – Maintain a safe working environment for the SPS staff
• Track Activity/Performance - Track all client requests using the approved tracking mechanism
• Monthly Reports - Maintain metrics for monthly reporting of KPIs/SLAs
• Vendor Management – Oversee all equipment, supply and messenger vendors to comply with SPS contract
• Site Inspections - Perform multiple daily walkthroughs to observe team performance firsthand
• Documentation - Document any incidents and inform Client and SPS immediately
• Consistent execution & all deadlines met for payroll, billing
• Client & Employee Engagement
• Maintain Client Satisfaction Index (“CSI”) at or above previous score
• Participate in SPS sponsored events
• Partner with Client Services Manager on employee development, performance improvement and performance appraisal
• Coach, develop and cross train operations team to grow their careers
• Set and communicate to each staff member individual responsibilities, operational issues/concerns, daily goals, service improvements and customer expectations
• Operational Excellence
• Strict adherence to all SPS policies & procedures
• Serve as a knowledge resource regarding SPS policies and procedures
• Meet all contractual and client KPIs/SLAs
• Immediately report any personnel, security or data breach incidents to SPS leadership
• Proactively institute the SPS Governance Model to ensure client satisfaction
• Standardize policies and procedures, including statistical monthly reporting and benchmarks
• Drive operational improvements and solution design
• Troubleshoot and resolve all client, site management and site staff issues
• Coordinate, implement and oversee any special projects
• Assist in the development of training materials and execution of formal training sessions
• Support business development internally and as directed

Competencies:

• Results oriented
• Driven by client satisfaction
• Strong integrity, solid business ethics
• Excellent presentation and interpersonal skills
• Excellent 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
• Able to convey information and ideas through speech in ways that others will understand
• Able to listen to and understand information and ideas presented through spoken words and sentences
• Able to speak clearly so listeners understand, identify and understand the speech of another person
• Be personable, articulate, knowledgeable and professional in presenting oneself in a professional setting
• Flexibility in dealing with simultaneous projects

Qualifications:

• Minimum of 3+ years of experience in high level relationship building and operational management
• Previous management/ supervisor experience overseeing 5+ employees
• Ability to build business relationships and interact effectively with “C” level executives
• Exceptional computer skills
• Industry related experience a plus
• Driven by client satisfaction, with proven track record of diplomacy and ownership
• Strong integrity, business ethics
• Creative strategic thinking and performance

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
• Ability to lift or move 40 lbs. or greater frequently

Travel: Some local travel may be required.

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.

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 law.

Job Type: Full-time

Pay: $21.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Experience:

• Supervisory/ Managerial: 2 years (Preferred)
• Facilities, Administrative/Reception, Mail Services: 2 years (Preferred)

Work Location: In person

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