A Customer Service Supervisor supervises staff that provide customer service for a company. Assists staff as needed, or deals directly with customers. Implements policies with regard to company products or services. Answers questions, resolves problems and complaints and approves refunds or exchanges for customers.
Come join an award winning team! Meals on Wheels Plus (MOWP) is dedicated to the mission of assisting individuals to live independently by providing nutrition and caring, supportive services. The Client Services Data & Reporting Administrator is responsible for data accuracy, Client Service reporting, and making appropriate referrals for all other Client Services needed. In addition, this position is responsible for assisting with compliance, audits, desk reviews, and ad hoc funder requests.
Major Responsibilities:
1. Ownership of AIMS data, ensuring quality controls are being followed 2. Coordinate reporting, utilizing internal data management system (AIMS) and monitor call center changes in AIMS and eCIRTS for client data accuracy, compliance, and referrals 3. Auto record home delivered meals as needed and generate monthly reports which include the Terminations and New Starts report; directing and overseeing the daily, weekly, and monthly reports of statistics for senior programs; collaborate with the internal program staff to secure all the data and submit them to the executive team, Senior Connections Center (SCC), and Manatee County 4. Facilitates the annual client satisfaction surveys, i.e., rewords and edit surveys as needed, disseminates the survey to appropriate departments, reviews and consolidates the responses, and coordinates with other departments to follow up with clients 5. Assist with Service Provider Agreement (SPA) which is the preparation for the annual federal grant; focused primarily on the Home Delivered Meals program 6. Respond to ad hoc SCC, Manatee County requests, and monitoring requests 7. May perform other duties as required by workload and supervisor
Minimum Requirements:
1. Bachelor's Degree, preferably in Health Services or Business; or equivalent work experience in case management 2. Minimum of 5-7 years' experience in a related field (i.e., Case Management, Client Services, Quality Control, Data Integrity)
Skills, Tools, and Technology Requirements:
1. Ability to prioritize workflow and meet deadlines 2. Strong proficiency in computer skills, particularly Excel in the capacity of conditional mail merges, pivot reports, graphs and advanced formulas (i.e.: Microsoft Office Suite and Data Management Programs) 3. Knowledge of database management principles, reporting, data integrity, and systems administration 4. Excellent telephone and interpersonal skills 5. Excellent oral and written communication skills; ability to interact well with colleagues, supervisors, management, and volunteers 6. Ability to work independently while gathering confidential information with discretion and compassion. 7. Interest in programs designed to assist Older Americans 8. Extraordinary attention to detail 9. Ability to sit for long periods with extended work at a computer 10. Must be able to bend, lift, carry, push, and pull 25 lbs. or 50 lbs. with assistance 11. Bilingual language skills a "Plus"
Note:
Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time. Meals on Wheels Plus of Manatee, Inc. ("MOWP") is an equal opportunity employer. MOWP is a "Drug Free" workplace. Drug testing is mandatory, with a required "negative" result for all federally recognized drugs, including medically prescribed cannabis. All applicants considered for this position are subject to a Level II background check and must be authorized to work in the United States. References are required. Applicants can learn more about background screening at - https://info.flclearinghouse.com/ In accordance with anti-discrimination laws, it is the purpose of this policy to effectuate these principles and mandates. MOWP prohibits discrimination and harassment of any type and affords equal employment opportunities to employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.
