We have a tremendous opportunity for a Customer Service Supervisor (Partner Service Center Supervisor) to join the Hillside team in Rochester, NY.
Full time position – 40 hours per week Monday to Friday 8:00am – 4:30pm.
Under the direction of the Helpdesk Manager, this position is responsible for supervision of the Partner Service Center Specialists. You will complete similar tasks as a PSC Specialist including entering service requests received by telephone and email into the service request system and auditing the processing of service requests in partnership with Facilities, Food Service and Technology. Also, you will provide coaching and guidance related to standard timely processing of requests and excellent customer service. Partners with Helpdesk team to submit communication of technology requests.
Responsibilities:
- Supervise PSC Specialists and provide mentoring and direction with processing of service requests.
- Coordinates staff and assignment of PSC specialists including but not limited to (scheduling, supervising/training Partner Service Center specialists, managing resources, etc.)
- Communication and requests are standardized by being processed through central Partner Service Center email account and Oracle Service Cloud service request system, communication and requests do not occur through individual email accounts or individual calendar entries.
- Maintain Up-to-Date Partner Service Center documentation including documented processes, training of team members for tasks such as access control, fleet management, fire drills etc.
- Develop relationships and ensure two-way communication regarding customer service expectations and perceptions of existing service for process improvement efforts
- Participate in projects including vendor relationship, quotes, invoicing, customer walk through, meeting minutes, engage and partner with Technology staff who are responsible for project technical components including design, implementation and support.
- Respond to all email from fellow team members within specified time frames.
- Participate in all team meetings
Requirements:
- Associate’s degree in Business or related field or an equivalent amount of education and experience
- Minimum of 3 year of experience in customer service or related field with minimum of 1 year supervisory experience required
- NYS driver’s license with a clean driving record to meet agency standards are required
Hillside is committed to equal opportunities for all, supporting a diverse workforce, creating great opportunities for our Agency, our people, and to those whom we serve. We offer a competitive benefits package to include very generous paid time off, comprehensive medical, dental and vision coverage, flexible spending account, 403(b) retirement savings plan with employer match, paid holidays, and Employee Assistance Plan, just to name a few of the amazing benefits at Hillside! You’ll be working with great people and great clientele where you can truly make a difference. Apply online, get on board, and grow your career with us. You’ll be so glad you did!
EOE/AA Disability/Veteran
