Client Service Supervisor

Austin, Texas — On-site

About the role

The Customer Service Supervisor (CSS) oversees multiple sites or projects on-site with our client. This position is responsible for daily service delivery, employee management, overall customer satisfaction, and strict adherence to all SPS policies. The CSS acts as the primary daily client contact in coordination with the Client Service Manager, while overseeing staff for all required supervisory functions. The role ensures the highest level of service to clients and SPS employees, maintaining a professional image through prompt, courteous, and efficient service.

Reports to: Client Service Manager, Client Manager, Client Director, or equivalent leadership.

Responsibilities

• Oversees service delivery and manages the receipt, delegation, and successful completion of all client requests.
• Meets all client and SPS deadlines and manages resources, including people, hardware/software, and facilities.
• Coordinates staff schedules to maintain appropriate staffing levels and ensure coverage for PTO, sickness, and emergencies.
• Maintains a safe working environment for SPS staff.
• Tracks all client requests using the approved tracking mechanism and maintains metrics for monthly KPI/SLA reporting.
• Oversees equipment, supply, and messenger vendors to comply with the SPS contract.
• Performs multiple daily walkthroughs to observe team performance and documents incidents for immediate reporting.
• Oversees and reports on financial performance, maintaining site P&L at or above proforma levels.
• Consistently meets deadlines for payroll, billing, and A/R collection, and oversees monthly budget forecasts.
• Grows the existing account year-over-year and ensures client and employee engagement.
• Maintains Client Satisfaction Index (CSI) and Employee Satisfaction Index (ESI) at or above previous scores.
• Participates in monthly and quarterly client business reviews and SPS-sponsored events.
• Establishes accountability to leadership and coaches, develops, and cross-trains the operations team.
• Sets and communicates individual responsibilities, operational issues, daily goals, and customer expectations.
• Develops, appraises, and counsels staff to reduce turnover, improve satisfaction, and increase promotability.
• Provides annual employee performance evaluations and maintains consistent documentation of employee status.
• Ensures operational excellence through strict adherence to SPS policies and procedures.
• Serves as a knowledge resource for SPS policies and meets or exceeds all contractual and client KPIs/SLAs.
• Reports personnel, security, or data breach incidents immediately to the SPS leadership team.
• Proactively institutes the SPS Governance Model to ensure client satisfaction.
• Standardizes policies and procedures, including statistical monthly reporting and benchmarks.
• Drives operational improvements and solution design, troubleshoots and resolves client and site issues.
• Coordinates, implements, and oversees special projects and vendor partner negotiations.
• Manages site financials, including hours, gross margin spread, profitability, and growth.
• Serves as a resource for OSHA, EEOC, and processes for handling complaints.
• Manages direct reports, including managerial staff, and assists in developing training materials.
• Supports business development internally and maintains consistent communication with clients and SPS at all levels.

Requirements

• High School Diploma (or equivalent) required; Bachelor’s Degree or higher preferred.
• Minimum of 3+ years of experience in high-level relationship building and operational management.
• Previous management/supervisor experience overseeing 5-10 employees.
• Ability to build business relationships and interact effectively with “C” level executives.
• Solid understanding of selling skills and exceptional computer skills.
• Industry-related experience is a plus.
• Driven by client satisfaction, with a proven track record of diplomacy and ownership.
• Strong integrity, solid business ethics, and a team approach to account management.
• Creative strategic thinking and performance.
• Required to maintain a professional appearance and attitude and adhere to all policies and procedures.

Skills

• Results-oriented and driven by client satisfaction.
• Strong integrity and solid business ethics.
• Excellent presentation and interpersonal skills.
• Excellent English written and oral communication skills.
• Expert in customer service skills, professional attitude, and appearance.
• Good organizational skills and ability to maintain confidentiality.
• Attention to detail and ability to function with patience, tact, and diplomacy.
• Able to convey information clearly and listen to understand others.
• Personable, articulate, knowledgeable, and professional in presentation.
• Flexibility in dealing with simultaneous projects.

Physical Demands

• Fine and/or gross motor skills, including the ability to grasp, lift, and/or carry packages on a standard wheeled cart (load capacity of 60 lbs).
• Ability to walk, bend, kneel, stand, and/or sit for extended periods.
• Manual dexterity required for operating office machinery (phone, copiers, binding equipment, etc.).
• Ability to talk on the phone and input data simultaneously.
• Ability to lift or move 40 lbs or greater frequently.
• Specific vision abilities, including close and distance vision, ability to adjust focus, and color differentiation.

Travel

Some local travel is required for this position, approximately up to 25%.

Pay

Pay Range: $26.50 - $31.25 USD per hour.

Benefits

• Career Growth: Opportunity to learn new skills and uncover other career opportunities.
• Learning & Development: Promotes a culture of continuous learning.
• Recognition Programs: Available for all levels of employees.
• Paid Time Off (PTO): Full-time employees receive a minimum of 80 hours/calendar year; PTO increases with tenure. Part-time/temporary employees receive 1 hour for every 30 hours worked.
• Bonuses: Available for employee and client referrals.
• Benefit Offerings: Medical, Dental, Vision, HCFSA, DCFSA, HSA, Commuter Transit and Parking Pre-Tax Plans, Supplemental Life Insurance, Accident Insurance, Critical Illness, Hospital Indemnity, Legal Program, Identity Theft Protection, Pet Discounts, Pet Insurance, Group Home and Auto Insurance, EAP, Short-Term Disability, Life Insurance, Education Discounts, 401k with matching, and Entertainment Discounts.

Note: Benefit offerings may vary for roles routinely under 30 hours/week. Inquire with Human Resources for details.