University of Waterloo

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Client Customer Service Supervisor

Client Customer Service Supervisor

Requisition ID 
2017-2150
Job Category  
Health/Medical Services
Department 
5700 - Campus Wellness-General
Job Status 
Regular Full-Time
Hiring Range 
$44,335 - $55,419

More information about this job

Overview

The Campus Wellness Administration team serves the University of Waterloo community by supporting Health Services and Counselling Services with effective, efficient, collaborative, client-focused administrative service.

 

The Client Customer Service Supervisor is accountable to the Manager, Wellness Administration to ensure exceptional, consistent, responsive client customer service in all Campus Wellness venues. Two Client Customer Service Supervisors work closely together, functioning as co-leaders of the Client Customer Service Team. In collaboration, the Client Customer Service Supervisors provide leadership in defining a service-focused environment to Campus Wellness.

 

The Client Customer Service Supervisor is responsible for all Campus Wellness reception desks which function as the information and reception centres for all Wellness venues serving University of Waterloo students, staff, faculty and their families. This position is regarded as a senior staff position in Campus Wellness administration.

Responsibilities

Co-lead and Support the Wellness Client Customer Service Team

  • Each of two Client Customer Service Supervisors is responsible for leadership in either Health or Counselling Services units; day-to-day oversight and responsibilities differ
  • Provide united, consistent direction to all receptionists where applicable
  • Work together in context of mutual support and decision-making
  • Share all responsibilities of the role fairly
  • Coordinate Supervisor schedules to ensure receptionists and staff have access to a Supervisor at all times  
  • Collaborate closely with Operations Supervisor to ensure seamless client customer service from operations to face-to-face interactions
  • Model exceptional customer service approach by acting as back-up receptionist when required

Ensure Exceptional Customer Service Through Receptionists

  • Ensure consistent, welcome reception for all who seek information or service at all Campus Wellness venues, serving University of Waterloo students, staff and faculty
  • Ensure consistent, responsive service for all internal clinical and administrative staff members who seek information or service regarding clients at all Campus Wellness venues
  • Consult with Manager, Wellness Administration and marketing/communication personnel to ensure physical environment, including signage and printed material is student-friendly and meets University of Waterloo and Campus Wellness brand and style standards

 
Exceptional Client Customer Service Training

  • Develop and maintain electronic procedure and protocol manuals to ensure receptionists have accurate, detailed instructions for all tasks
  • In addition to UW’s Exceptional Customer Service workshops, develop on-going continuous improvement programmes for Receptionists based on the standard of effective, efficient, collaborative client-focused service
  • Ensure receptionists are fluent in general reception duties in all Campus Wellness venues, including venue-specific procedural differences and nuances
  • Set and monitor client customer service standards, as well as administrative standards for accuracy and consistency

 
Evaluation and Feedback

  • Develop, refine and maintain systems and repeatable tools to solicit stakeholder feedback and evaluate client customer service on an ongoing basis
  • Evaluate interpersonal interactions, systems and structures directly related to face-to-face service
  • Recommend and implement procedural changes and processes as necessary to ensure exceptional client customer service
  • Work closely with Operations Supervisor to implement improvements which affect operations
  • Build and maintain relationships with all stakeholders (e.g. campus community members; client/patients; clinical and administrative staff)

 
Human Resources Administration

  • Provide co-leadership and direction for the entire Wellness Client Customer Service Team
  • Recruit, hire, supervise, manage performance of Wellness Client Customer Service Team members

 
Administrative Projects and Tasks Management 

  • Ensure solid administrative foundation for clinical services by coordinating all ongoing and special administrative projects and tasks
  • Seek out and standardize processes across both units
  • Consult with Campus Wellness clinical and administrative staff and Manager, Wellness Administration as needed, to strategically process all clinical requests for administrative support (e.g. project support, on-going tasks)
  • Monitor and adjust individual receptionists’ workloads to ensure solid administrative foundation for clinical services
  • Develop feedback and evaluation mechanisms to ensure the quality of administrative work clearly supports clinical requirements
  • Ensure fair distribution, learning opportunities and administrative coverage (e.g. team members’ vacation, illness) when assigning projects and tasks

 

Qualifications

  • Degree or certificate in related administrative field, or comparable experience
  • At least two years’ experience in human resource management in a context of client customer service, preferably in a health care setting. Proven experience working in close collaboration with other administrators at comparable level of responsibility
  • Proven ability to influence and motivate others, promote, justify, respond to and settle highly sensitive matters pertaining to Campus Wellness services, functions, and profile on campus
  • Demonstrate superior collaboration and mutual delegation skills
  • Experience creating training/onboarding manuals and clear protocols, along with a system for updating as processes change
  • Demonstrate and model exceptional client customer service to all stakeholders by consistent friendliness, professionalism, assertiveness and messaging. Demonstrate quick decision-making, a superior ability to multi-task, prioritize, manage time, and remain flexible

  • The Client Customer Service Supervisor engages others to collaboratively solve a wide range of customer service problems ranging from lack of compliance with protocol or procedure to lack of consistency of clinicians’ requests for administrative support. Solutions to such problems can include development of new training protocols, consultation and collaboration with Operations Supervisor regarding process or systems changes
  • Problems are often complex and require balancing competing priorities and competing needs of stakeholders
  • Extensive knowledge of an electronic health records system; extensive knowledge of MS Office Products, working knowledge of SharePoint