Function: This position is a hands-on working position that has direct responsibility for:
• Managing and overseeing the day-to-day activity of the evening shift and overall operations of individual on the Client
Services team;
• Incoming calls; Supports in answering incoming calls
• Task assignments and task processing

Responsibilities include but are not limited to:
• Managing and overseeing the day-to-day activity of the evening shift and overall operations of individual on the Client Services team
• Directly responsible for the supervision of a team of Client Services Representatives.
• Responsible for making recommendations for improvements to existing policies, procedures, and departmental operations.
• Responsible for training new hires and continuous training of existing employees.
• Responsible for the preparation, coordination, and facilitation of training presentations
• Responsible for providing the Client Services Manager with weekly progress reports related to the overall activity.
• Responsible for assisting the Client Services Manager with 90-day assessments and annual reviews
• Distributes daily tasks to members of the team, ensuring balance in the daily workload.
• Responsible for ensuring the departmental policies and procedural manuals are updated and accurate
• Responsible for building strong working relationships with members of the team.
• Responsible for working with the Client Services Manager to ensure adherence to company and departmental policies and procedures.
• Performs additional duties as assigned
• Incoming calls; Supports in answering incoming calls
• Responsible for a call abandonment rate of less than 2% for their team.
• Functions as an active team member, answering incoming calls and performing daily tasks.
• Responsible for Quality Assurance score of 98%or higher on a monthly basis for their team.
• InTask assignments and task processing
• Work Order follow-up/closure
• Works with team to ensure 95% of assigned tasks are completed within scheduled timeframes
• Clerical and other miscellaneous administrative functions

Shift - Thursday through Monday 3:00pm to Midnight

Performance Standards:
• Average team score of 92% or above on all phone QA reports
• Phone QA of 6 September thru April & 3 May thru August for each Client Services Coordinator.
• Average team score 96% or above on all administrative QA reports
• Admin QA of 6 September thru April & 3 May thru August for each Client Services Coordinator.
• Average team complete 96% or above of the tasks assigned
• Promote & exhibit our five core values and Our Shared Commitment on a daily basis
• Attend 9 board meeting or board orientation throughout the year.

Education and Experience:
• Minimum 3 years supervisory experience required
• Associate Degree, preferred
• Proficient in use of P.C. in Windows environment
• Stable work history
• Must possess personal values that are in alignment with the Core Values of our company; Excellence, Integrity, Professionalism, Partnership, Life Balance.

Skills and Additional Requirements:
• Professional in appearance and presentation
• Excellent and effective communication skills written and verbal
• Excellent interpersonal skills
• Excellent organizational skills
• Excellent analytical skills
• Ability to prioritize and handle multiple assignments
• Ability to diffuse issues with dissatisfied clients or as issues arise within the team
• Self-starter; takes initiative
• Ability to learn new procedures/technology and apply with minimum supervision
• Ability to form and nurture a strong team relationship

Benefits:
Full time Hammersmith employees are offered a full range of benefits including Medical, Dental, Vision, Disability Insurance, HSA and FSA participation, comprehensive 401(k) plan, sick, vacation and personal time and much more!

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