Client Support Supervisor

WHY ACB? OUR CULTURE

• Our people are our greatest asset
• We value innovative thinking
• We pride ourselves on problem solving and innovative solutions
• We build teams that value loyalty

POSITION SUMMARY

The Client Support Supervisor position is responsible for providing outstanding customer service to clients through the daily management of a team of approximately 20 employees, to include hiring, motivating, recognizing, rewarding, coaching, counseling, training, and problem solving. The position ensures that the clients of assigned accounts receive quality customer service in accordance with the service order agreements and ACB policies and procedures. This highly visible position maintains close client contact and oversees all matters related to customer service and claim processing of all assigned accounts. This position is considered a working supervisor, with daily task related work required.

RESPONSIBILITIES

• Serve as the primary escalated client contact for assigned accounts.
• Ensure that client and ACB goals are being met with regard to production and customer service.
• Assist the Account Specialists to receive, research, and resolve client questions and complaints. Review and identify potential client-related issues and proactively offer potential solutions.
• Attend on-site client meetings; visit clients off-site when necessary. Coordinate client training on processes and systems.
• Ensure that claim processing complies with ACB and client policies, program guidelines, and turnaround commitments. Review claims and any other client deliverables as necessary to ensure quality and accuracy of processing. Ensure that pended claim process follows established procedures. Provide continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency, and service.
• Review fund transactions and approve new dealer installations; Ensure that client database is maintained and updated as necessary.
• Maintain client program information, specification sheets, and account binders and ensure that information is accessible to all team members. Write and evaluate client service order revisions and updates.
• Schedule production and work assignments of team members.
• Conduct selection interviews and assist in hiring of team members. Oversee new employee training and orientation.
• Communicate information regarding claim status, turnaround time, client status, and/or issues to Operation Manager and management team as needed.
• Ensure that employees have appropriate training and other resources to perform their jobs. Establish and coordinate on-going staff training and development to increase performance levels and to improve customer service.
• Provide daily direction and communication to team members so clients receive timely and efficient service.
• Meet with team members on a regular basis to establish goals and review job performance. Provide feedback and counseling related to work performance. Write and administer performance appraisals for skill improvement. Make promotional and salary increase recommendations to Operation Manager.
• Address disciplinary and/or performance problems according to company policy. Make appropriate decisions relative to corrective action as required. Prepare and administer disciplinary action in conjunction with HR as necessary.
• Respond to and resolve employee relation issues expressed by team members. Create and maintain a high-quality work environment so team members are motivated to perform at their highest level and to continue working for the company. Evaluate, identify and address reasons for employee turnover within work group.
• Write, review, and present programming change requests to IT staff. Oversee report quality, accuracy and data integrity. Create and produce ad hoc client reports upon request.
• Administer client projects related to current business, special programs or new client installations.
• Enter "trouble tickets" to IT staff and manage related communications, following up to ensure resolution.

QUALIFICATIONS

• 4-year College Degree or equivalent experience. Previous cooperative advertising, incentives or customer service experience is a plus.
• Minimum of 3 years of demonstrated leadership and supervisory experience in a customer service or production environment.
• Interviewing and training experience.