Client Service Supervisor (Hybrid)

About the position

This hybrid role will be based in our office in Mechanicsburg, PA. Although we are not currently hiring for this position, we expect future growth and are building a pipeline of qualified candidates for upcoming opportunities. We'd love to start the conversation now and reach out as soon as a formal opening becomes available.

Responsibilities

  • Supports a group of front-line employees in service, processing, and/or mail fulfillment activities
  • Evaluates on-the-job performance of assigned teams
  • Coaches and engages in progressive performance management of team when appropriate
  • Ensures prompt and courteous service to all internal and external customers
  • Hires, trains, and develops team members
  • Measures performance against established KPIs and creates comprehensive remediation plans when full team performance does not meet expectations
  • Has responsibility for internal stakeholder communication regarding performance including escalation triage and the preparation and delivery of internal business reviews
  • Mines people, process, and technology improvement ideas from their team and implements savings initiatives
  • Anticipates and provides solutions to the most complex business, operations, sales, and service problems
  • Analyzes data and trends to provide actionable insights for continuous improvement

Requirements

  • High School Diploma
  • 5 - 7 years of relevant experience
  • Strong people and process management experience.
  • Strong analytical skills and proficiency in creating and executing plans to improve performance/efficiency that include process changes or budget spend.
  • Ability to thrive in a fast-paced and dynamic environment.
  • Elevated level of proficiency in Microsoft Office, Excel, PowerPoint, Google Suite, Sheets, Docs, Google Drive, and Adobe.

Nice-to-haves

  • Experience supervising/managing a team of 15+
  • Flexibility to support fluid team compositions over time: multiple services or workstream types with variable tools, resources, and KPIs
  • Account Management or Customer/Client Success experience

Benefits

  • Competitive compensation
  • Comprehensive benefits programs designed to support your well-being
  • Career development opportunities and ongoing learning
  • A collaborative, people-first culture with accessible leadership
  • The opportunity to do meaningful work with global reach and local impact
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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

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With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

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6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

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7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...