Customer Success Supervisor
Current• Successfully handle escalated concerns from clients, vendors, and staff, ensuring swift resolutions and maintaining high levels of customer satisfaction.• Demonstrate strong leadership skills by coordinating, organizing, and supervising team members, while prioritizing tasks and monitoring staff performance effectively.• Provide expert knowledge and leadership to the Energy Program team, guiding them on services, policies, and processes.• Identify training needs and support individual professional development to enhance team members' skills and productivity.• Implement and maintain comprehensive documentation of program operating policies and procedures, ensuring adherence to agency/contract policies and objectives.• Manage appointment schedule database in IVR system, ensuring seamless staffing coverage and swift replacement of staff when needed.• Proactively monitor and coach staff to resolve errors and improve performance, leading to reduced error rates and enhanced efficiency.• Collaborate with external agencies to provide training on automated phone scheduling system and associated web interface, as well as other program databases.• Cultivate and maintain professional and positive working relationships with clients, vendors, volunteers, donors, and fellow staff, reflecting the organization's values and Community Guidelines.• Perform thorough reviews of files for contract compliance, complete documentation, and accurate data to ensure high-quality outputs.• Effectively communicate feedback to clients and staff, providing clear descriptions of necessary corrections and improvements.• Manage application approval and denial processes in the client data platform, ensuring adherence to established protocols.• Provide appointment coverage as needed to support the team and maintain smooth program operations.• Actively participate in administrative team meetings, contributing valuable insights and collaborating to achieve organizational goals.
