Job Description

The Customer Service Supervisor (CSS) is responsible for providing comprehensive support, resources, training, and
escalation assistance to the administrative team. This role oversees administrative staff to ensure adherence to
company policies and the consistent delivery of exceptional customer service. Core responsibilities include maintaining adequate office coverage, coordinating with the Community Director on vacation scheduling to ensure operational
continuity, ensuring compliance with MT and OT policies, establishing monthly administrative meetings, implementing training programs, and partnering with leadership to develop processes that support a high-performing team.

The CSS drives operational excellence across the division by modeling and advancing the organization’s four core
pillars—Employee Morale, Client Retention, Client Growth, and Profitability—to ensure the delivery of consistent Five Star Service.

The Customer Service Supervisor develops and implements proactive communication strategies to manage owner escalations and collaborates with operations to coordinate training initiatives. The role maintains accurate client information and supports organizational goals with a strong focus on training, team and client retention.

In collaboration with Leadership, the CSS oversees a designated department as outlined in the organizational structure and/or as assigned. Responsibilities may vary based on organizational needs. Regardless of assignment, the Customer Service Supervisor is expected to demonstrate superior leadership capabilities and exceptional communication skills,
fostering a positive, collaborative, and high-performance workplace culture. The role also maintains a professional and exemplary public presence, including participation in external events and support of both immediate and long-term
organizational objectives.

Job Duties and Responsibilities

• Provide leadership and oversight of administrative division operations
• Offer direction and guidance to direct reports through effective communication, regular touch-bases, and

performance check-ins.

• Maintain accurate calendar of in office days to ensure adequate coverage daily
• Establish and maintain positive relationships with stakeholders, clients, and vendors
• Implement a monthly meeting for the Admin and Reception team with agenda and training information
• Perform other duties as assigned

Compensation:
$23.00 - $25.00/hour; direct experience highly considered.

Employment Type:

Full time, hourly

Work Location:

3021 Citrus Circle #205 Walnut Creek, CA 94598

Qualifications

Knowledge and Skills

• Proficiency in Microsoft Office Suite (Word, Excel, Outlook, Publisher)
• High-level command of business correspondence, including grammar, structure, punctuation, and spelling
  • Strong professional communication skills (interpersonal, written, verbal, and phone)
• Self-motivated, proactive, and detail-oriented team player – able to handle tough conversations
• Ability to maintain confidentiality and exercise discretion in all responsibilities
• Excellent time-management and prioritization skills

Education and Experience

• High School Degre required – College coursework preferred
• 3+ years of directly related or closely related experience and supervisory experience