Supervisor, Customer Service (Hybrid)

Job Description

Supervises and coordinates the staff and daily operations. Receives calls from veterans, active military members, and dependents referred to the organization. Provides information and connects individuals to available services and resources.

Job Responsibility

• Promotes Customer Service department goals by selecting, motivating, and training capable team members.
• Leads the activities of assigned Customer Service team members by communicating and providing guidance toward achieving department objectives.
• Interviews individual to obtain relevant information (demographic, economic, social, institutional, etc.).
• Enters data into department computer system.
• Performs administrative assessment of individual's service needs and provides information on available resources; utilizes procedure and policy manuals, knowledgebase, and related reference materials.
• Encourages use of offered services, schedules appointments, and performs related follow-up activities.
• Determines if language interpretation, wheelchair and/or transportation accommodations are required and facilitates their provision.
• Communicates clear instructions related to scheduled services; provides related service information and materials.
• Participates in developing productive relationships with referral sources and service providers to facilitate continuum of service.
• Documents inquiries, issues, transactions and other relevant information into department computer system; maintains integrity of related records in accordance with internal and external requirements.
• Identifies service patterns and/or issues and addresses with supervisor.
• Performs related duties as required. All responsibilities noted here are considered essential functions of the job under the Americans with Disabilities Act. Duties not mentioned here, but considered related are not essential functions.

Job Qualification

• Associate's Degree required, or equivalent combination of education and related experience.
• 4-6 years of relevant experience and 0-2 years of leadership / management experience, required.

*Additional Salary Detail
The salary range and/or hourly rate listed is a good faith determination of potential base compensation that may be offered to a successful applicant for this position at the time of this job advertisement and may be modified in the future.When determining a team member's base salary and/or rate, several factors may be considered as applicable (e.g., location, specialty, service line, years of relevant experience, education, credentials, negotiated contracts, budget and internal equity).