What are the responsibilities and job description for the Client Services Supervisor position at MP?
OVERVIEW DESCRIPTION:
The Client Services Supervisor will successfully lead the Account Coordinator team, who are responsible for providing timely payroll and HCM support for our clients. This position requires strong desire to develop and train new employees to establish understanding of payroll, taxes, MP Procedures, and habits that will allow employees to be successful. This position requires a strong desire to provide excellent proactive customer service, superior troubleshooting skills and attention to detail, and the capacity to recognize and pursue growing the relationship with their clients through education and upsell & cross sell opportunities.
WHAT YOU WILL DO: (Responsibilities)
- Manage all daily activities within the Account Coordinator team using metrics and provide performance management.
- Leading and motiving team members to provide superior support and service for our clients.
- Lead efforts coaching and developing technical and customer service skills among teammates.
- Oversee performance management efforts using scorecards for quantitative and qualitive measures of performance. Discuss weekly with team members.
- Contact 5 clients a week to do a wellness check on their satisfaction.
- Ensure that team members process client payrolls accurately and on time.
- Manage day to day activities across the team, handle escalations and providing guidance to the team as needed.
- Ensure team members accurately and completely document all customer interactions in Salesforce.
- Facilitate cross departmental interactions with other teams in MP, to ensure open communications for the benefit of our client's success.
- Continuously seek out process improvement opportunities and take ownership to implement positive change, while promoting the direction of MP with positivity.
- Other duties may be assigned as needed.
WHO YOU ARE: (Skills & Qualifications)
- Associates degree required, Bachelor's degree preferred.
- 2 years of experience supporting customers.
- Proven success in a leadership/management position.
- Strong interpersonal skills, with the ability to communicate effectively, both verbally and in writing.
- Excellent time management skills, and ability to meet deadlines, prioritize and manage several tasks effectively.
- Ability to see the big picture, utilizing good business judgement to help our customers be successful with their iSolved account.
- Outstanding customer service skills are required, and SaaS experience preferred.
- Ability to learn technology quickly through instruction and self-training.
- Attention to detail & results oriented.
