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Client Customer Service Supervisor

Date: October, 2015
Reports to (Job Title): Manager, Wellness Administration
Jobs Reporting (Job Titles): Receptionists
Department: Campus Wellness

Location:

Health Services/Counselling Services

Grade:

USG 6
35 hr/wk


Primary Purpose

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.

Key Accountabilities:

1.  Co-lead and Support the Wellness Client Customer Service Team

 

 

 

2.  Ensure Exceptional Customer Service Through Receptionists

 

 

3.  Exceptional Client Customer Service Training

 

 

4.  Evaluation and Feedback

 

 

5.  Human Resources Administration

 

 

6.  Administrative Projects and Tasks Management 

Position Requirements

Education:

Degree or certificate in related administrative field, or comparable experience

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.

Technical:

MS Word Excel PowerPoint Other
Extensive knowledge Extensive knowledge

Extensive knowledge

 

SharePoinst

Working

knowledge

 

Extensive knowledge of

1. electronic health records system (Clinic Information System (CIS) preferred)

Nature and Scope

Interpersonal Skills:

Proven ability to influence and motivate others, promote, justify, respond to and settle highly sensitive matters pertaining to Campus Wellness services, functions, and profile in campus. Demonstrate superior collaboration and mutual delegation skills. 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.

 

LEVEL OF RESPONSIBILITY

 

Problem Solving

The Client Customer Service Supervisor engages others to collaboratively solve 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.

 

Internal and External Contacts

Internal:

all Campus Wellness clinical and administrative staff

 

External:

All members of the University of Waterloo community in all Campus Wellness venues (students, staff, faculty and their family members); community partners (e.g. counselling agencies, service-providers)

Level of Responsibility:

Joint responsibility, with other Client Customer Service Supervisor, for all aspects of direct client customer service and related administrative areas as outlined above.

Decision-Making Authority:

Final decision-making authority for all areas outlined above, in collaboration with the other Client Customer Service Supervisor

Physical and Sensory Demands:

Possibility for multiple interruptions and competing priorities on a daily basis.  Flexibility and responsiveness to a variety of administrative and clinical staff regarding day-to-day and long-term issues are required. Ample opportunity for movement within various areas in at least two on-campus buildings where Wellness services are delivered. May require moderate physical demands, including light lifting and moving of equipment/material.

Working Environment:

Exposure to regular disagreeable conditions typical of a senior staff position. Normal stress and pressure associated with this level of position. This role involves exposure to emotionally disturbing experiences and/or interactions with people who are upset, angry, abusive, aggressive, unwell, unstable or unpredictable.

 

Located indoors in comfortable, fast-paced office environment populated by clinical, administrative staff, as well as clients (University of Waterloo students, staff and faculty and their families). There may be unusual hours or schedules, multiple and/or tight deadlines beyond one’s control and constant interruptions (e.g. phone calls, e-mails, unplanned but urgent support requests, varying student volumes at different times of year). At times, hours of operation include from 8:00 a.m. to 8:00 p.m. Position requires flexibility to occasionally shift working hours to include evenings.