Client Experience Supervisor

Crisis Center Of Tampa Bay Tampa , FL 33602

Posted 6 months ago

CRISIS CENTER OF TAMPA BAY

POSITION DESCRIPTION - Client Experience Supervisor

Position Details

Job Status: Full Time, Non-Exempt

Reports to: Director of Clinical Services

Position Summary

The Crisis Center of Tampa Bay brings help, hope and healing to people facing serious life challenges or trauma resulting from sexual assault or abuse, domestic violence, financial distress, substance abuse, medical emergency, suicidal thoughts, emotional or situational problems. The Client Experience Supervisor will focus on all aspects of customer satisfaction and care as well as the supervision of Client Experience Representatives. This position is a supervisory position and is responsible for ensuring a culture that fosters positive relationships with our clients.

Strategic/Transformational Duties and Responsibilities

  • The Client Experience Supervisor will be required to develop and implement client experience policies and procedures that promote a trauma informed response to clients that supports the functions of the Corbett Trauma Center.

  • Involves staff and other stakeholders in the performance quality improvement (PQI) process, and uses data to improve services and outcomes.

Transactional/Administrative Duties and Responsibilities

  • Supervise and train the Client Representatives

  • Establish and supervise excellent client response in the Corbett Trauma Center.

  • In collaboration with the Director of Clinical Services, set reasonable client satisfaction goals and work with the team to meet them on a consistent basis.

  • Improve the client experience by supporting a culture that engages clients and facilitates growth.

  • Manage client concerns and follow problems through to resolution.

  • Keep accurate records and ensure documentation is timely and within agency standards.

  • Ensure that information flows timely and securely to and from the agency as well as within the agency.

  • Manage the request of record from clients and outside agencies within the required timeframe.

  • Collect the necessary data to complete and submit weekly and monthly reports.

  • Communicate on a regular basis with service area staff and volunteers.

  • Have knowledge of and comply with the policies and procedures of the Agency.

  • Expected to meet all contracted deliverables.

  • Perform other duties as assigned by supervisor.

Supervisor Responsibilities

  • Directly supervises employees. Performs supervisory responsibilities by managing and allocating employee resources in accordance with company policies, applicable laws and company initiatives/goals. Responsibilities include interviewing, hiring, training and developing employees; planning, assigning, and directing work (including scheduling); appraising performance; rewarding, coaching and disciplining employees; addressing complaints and resolving problems. Acts as a change agent, and develops a high-performing team in the spirit of exceptional service to all internal and external partners.

Required Competencies

  • Cooperation/Teamwork
  • Works toward win/win solutions. Deals with conflict collaboratively. Discusses root causes underlying the problem. Develops effective working relationships.
  • Engaging Communication
  • Relates to people in an open, honest, sincere manner. Treats people with respect. Is friendly and approachable. Listens attentively to others. Communicates ideas clearly. Communicates appropriately with leadership and coworkers.
  • Customer Service (Internal & External)
  • Recognizes and attends to important details with accuracy and efficiency. Treats customers courteously. Responds to customer requests in a timely manner. Elicits feedback from customers to monitor their satisfaction. Considers both short and long-term interests of the customer in making service decisions. Proactively identifies customer needs. Takes responsibility to resolve customer complaints. Takes business or personal risks to serve customers long-term interests. Creates strategies to help the organization serve customers more effectively
  • Adaptability
  • Adapts readily to changes. Works effectively under stress. Needs minimal supervision. Comfortable working in a fast paced environment. Is reliable, dependable and results-oriented. Maintains productivity and composure under pressure. Effectively prioritizes work and establishes clear goals and plans.
  • Problem Solving
  • Views problems as opportunities to create new solutions. Anticipates potential problems and analyzes alternative solutions.
  • Judgment
  • Gathers sufficient input before making decisions. Sees interrelatedness between issues. Considers alternative solutions. Makes appropriate and timely decisions.
  • Valuing & Fostering Diversity
  • Demonstrates respect for individual differences and establishes a climate where all people can be comfortable and productive through sensitivity, empathy, and acceptance of cultural, racial, mental health, and socio-economic diversity.
  • Self-Management
  • Takes responsibility for ones behavior and well-being; Works effectively under stress and adapts ones style to changing situations; Comfortable working in a fast paced environment, and needs minimal supervision; Exhibits a professional demeanor.

Education and Experience

  • Proven experience as a leader in maintaining positive client experience.

  • Excellent understanding of the policies and procedures of the Corbett Trauma Center.

  • Bachelors Degree preferred.

  • Supervisory experience preferred.

Knowledge, Skills and Abilities

  • Know and comply with the policies and procedures of the Agency.

  • Knowledge of crisis intervention and active listening skills.

  • Knowledge of community resources.

  • Knowledge of the method of data collection and report writing.

  • Knowledge of Windows based computer operating system and basic software programs. Proficient in MS Office (Excel, Access, Word etc.).

  • Ability to demonstrate commitment to the client experience.

  • Ability to evaluate the performance standards of staff in terms of Agency requirements and standards as it relates to Data Management.

  • Ability to communicate and collaborate effectively with others, including written and verbally.

  • Ability to work well under stress.

  • Ability to collect and evaluate data.

  • Possess an analytical mindset with the ability to problem solve and make decisions.

  • Ability to prepare correspondence and administrative reports.

  • Ability to determine work priorities, assign work, and ensure proper completion of work assignments.

  • Ability to train staff and volunteers.

  • Ability to establish and maintain effective working relationships with others.

  • Ability to work independently.

  • Complete Advocacy Core Training as required by FCASV or within the first six months of employment

Physical Demands/Working Conditions

Physical Requirement: The position requires good hand-eye coordination, arm, and hand and finger dexterity, including ability to visual acuity to use a keyboard. Must be able to sit for long periods of time. Work is performed indoors.

Working Conditions: Duties are performed primarily in an office setting. On occasion will require the use of personal automobile to travel to meetings and could be exposed to changing weather. The noise level is quiet.

Travel: Minimal

Hours: M-F regular business hours. The Gateway is open 365 days a year 24-hours a day. Employee may be required to work some holidays, evenings, and/or weekends. Exempt employees are required to work during hurricanes and times of disasters.

This job description is not intended to describe, in detail, the multitude of tasks that may be assigned but rather to give a general sense of the responsibilities and expectations of this position. As the nature of business demands change so, too, may the essential functions of this position.

CCTB is committed to a policy of equal employment opportunity and affirmative action for our applicants and employees. It is our policy to apply recruiting, hiring, training, promotion, compensation and professional development practices without regard to actual or perceived race, color, religion, sex (including pregnancy), gender identity, sexual orientation, national origin, age, disability or certain classifications based on genetic information, marital status, or any other characteristic protected by federal, state, or local laws, regulations or ordinances


icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Merchant Services Senior Solution Owner Client Experience

Jpmorgan Chase & Co.

Posted 4 weeks ago

VIEW JOBS 9/20/2019 12:00:00 AM 2019-12-19T00:00 Merchant Services - Senior Solution Owner – Client Experience Req #: 190084656_1 Location: Tampa, FL, US Job Category: Marketing/Communications Job Description: PMorgan Chase & Co. is a leading global financial services firm with assets of $2.5 trillion and operations worldwide. JPMC serves nearly half of America's households with a broad range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. Customers can choose how and where they want to bank: 5,300 branches, 16,000 ATMs, mobile, online and by phone. For more information, go to Chase.com. Merchant Services is the global payment processing business for JPMorgan Chase & Co. Merchant Services is the world's leading merchant acquirer with over $1 trillion in annual transaction volume in 2016. ChaseNet is a customized closed-loop proprietary payments platform, and Chase Pay is the firm's new digital wallet that makes mobile transactions simple, safe and rewarding. Merchant Services is a leading provider of payment, fraud and data security for companies large and small and capable of authorizing transactions in more than 130 currencies. Merchant Services is investing in a global leadership position in the rapidly evolving payments landscape with an aggressive transformation agenda. This multi-year, firm-wide strategy will build customer-centric payments solutions for business clients. It's a unique opportunity to build a modern product suite on a cloud-based, big data platform at an enterprise scale. In addition, the agile operating model will co-locate product owners, designers, and engineers to rapidly bring-to-market new product features. As a result, this transformation team will leverage the power of the firm to help clients expand globally with speed, efficiency, and innovation. To help drive the transformation, JPMorgan Chase is seeking a uniquely talented & proven Senior Solution Owner – Client Experience (Getting Started). This entrepreneurial leader will transform the experience for clients to discover, onboard, integrate, & validate their new product. This candidate will deliver a robust roadmap using their expertise in product management, customer & client experience, business engineering, technical architecture, and agile delivery. The ideal candidate understands the payments industry landscape (consumers, merchants, acquirers, networks, issuers...), payment types & methods (credit card, debit card, ACH, new alternatives...), design thinking (client journey, UX, moments of truth...), consumer & merchant payment channels (e/m-commerce, POS...), modern technology stacks (cloud, big data, microservices, API's, etc.), and industry business models. Finally, the ideal candidate is a highly-organized and self-motivated leader who designs customer-obsessed products, manages a product release plan, flexibly adapts to internal & market forces, and has superior influencing / relationship management skills. This position will succeed by shipping experiences that deliver stakeholder results, P&L contribution, OSAT/NPS, product performance KPI, time-to-market, delivery clock-speed, team satisfaction, and partner satisfaction. Responsibilities: * Manage the transformation of the "getting started" client experience, including omni-channel discovery & engagement, onboarding, etc. * Manage the product roadmap/pipeline that balances stakeholder inputs and MVP/MMP release outputs * Design a product platform with APIs, services, and data-driven insights that deliver unique experiences across client journeys * Design a product architecture that reduces time-to-market for new features, simplifies internal/external dependencies, and scales to a global environment * Prioritize the product backlog based on client demand, business cases, product KPI, strategic business goals (customer R&D, competitive, market) * Identify potential roadblocks and develop recommendations for delivery issues, change requests, pre-release QA, production issues * Provide clear vision and scope documentation, use cases, product requirements/epics/stories to support development * Monitor product performance with daily reports, monthly dashboards, and periodic stakeholder reviews * Monitor industry assessment that provides detailed insights into the competitive landscape and best practices * Partner with teams (product, design, technology, risk, legal, compliance, ops, marketing, sales...) to manage prioritization, resourcing, controls, readiness, and go-to-market plans * Partner with 3rd party vendors / alliances to enhance product off. * Bachelor's degree required; MBA preferred * 7+ years in product development or platform transformation for digital channels& payments * 5+ years experience in digital channels required; digital origination / onboarding a plus * 5+ years experience with modern technology stacks, including cloud, big data, microservices, API's, etc. * Proven track record of managing new product launches / transformations of mission-critical payment platforms * Proven track record of managing the end-to-end product development lifecycle (PDLC) for complex, large-scale initiatives * Strong executive presence; comfortable interacting with and presenting to all levels of management * Strong ability to analyze opportunities & problems, recommend solutions, and communicate effectively & confidently (both verbal and written) * Strong influencing and partnership / collaboration skills to drive cross-functional teams * Ability to productively work in a matrix management organization * Positive, team-oriented attitude and inspiring leadership skills a must * Travel requirement: approximately 25% Jpmorgan Chase & Co. Tampa FL

Client Experience Supervisor

Crisis Center Of Tampa Bay