Supervisor- Customer Service Representative page is loaded **Supervisor- Customer Service Representative**

**Supervisor- Customer Service Representative**

locationsSpokane, WA, USA time typeFull time posted onPosted 6 Days Ago job requisition idR-202200003 Frontier Behavioral Healths presence in Spokane is more than 100 years strong, allowing our non-profit organization to understand the varied needs of our clients and the larger community. Our programs are designed to provide evidence-based treatment to adults, youth and seniors who are dealing with a wide range of behavioral health issues. As a Trauma-Informed Care Organization, we firmly believe in recovery and that our clients can lead fulfilling and meaningful lives, and we consider it an honor and a privilege to assist then in their journey. If you want to have a positive impact in the lives of others come join us!

**The Supervisor leads, mentors and develops assigned employees by participating in employee selection and hiring, training, coaching and role modeling. The Supervisor provides daily first-level problem solving, covers staffing gaps as needed and assists in resolving escalated customer concerns. The Supervisor guides, coaches and leads employees ensuring compliance with FBH policies, processes and practices.**

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****ESSENTIAL DUTIES AND RESPONSIBILITIES includes but are not limited to the following:****

* **Problem solves staffing issues related to sick calls and other absences.**

* **Allocates work assignments and ensures workflows and processes are adhered to in order to maximize efficiency and customer service.**

* **Conduct weekly or bi-weekly supervision sessions with each staff member assigned, keep a written log of supervision sessions.**

* **Manage supplies for CSRs and clinical programs as requested.**

* **Participate in interviewing and candidate selection for CSRs.**

* **Collaborate with partner agencies in facilitating the needs and coordination requirements for shared clients.**

* **Maintain identified workflows and assist in training and supporting other CSR team members in completing the required tasks.**

* **Participate in CSR team meetings and coordinate CSR quadrants, bi-annual trainings, open-lab CSR training and manage on-boarding of new hires.**

* **Demonstrate skill and knowledge related to large-programmatic functions and incorporate this into daily tasks of other CSRs.**

* **Provide back-up coverage to the Manager as needed.**

* **Watch over large components within a clinical program area and demonstrate effective communication skills in an effort to problem solve potential challenges.**

* **Provide CSR coverage at any FBH location in the Spokane area as requested**

* **Demonstrate a positive attitude and efforts toward meeting the needs of internal and external customers.**

* **Must be able to apply active listening techniques conveying respect, professionalism, engagement skills, positive attitude and empathy.**

* **Effectively utilize customer service and motivational interviewing skills to promote appropriate customer-centered care.**

* **Demonstrate flexibility in responding to change and in working with diverse groups and individuals and a positive, solution-focused perspective towards organization goals and when working with co-workers and staff.**

* **Support and encourage a harmonious working relationship within and between departments and work with assigned teams to promote a safe and welcoming environment.**

* **Other duties as assigned by the Manager or Director.**

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****QUALIFIED CANDIDATES WILL HAVE:****

*****REQUIRED:*****

* **High School Diploma or Equivalent**

* **Two years general office experience**

* **One year of management or leadership experience.**

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*****PREFERRED:*****

* **College education or specialty certification.**

* **Experience in the behavioral health industry.**

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*****KNOWLEDGE, SKILLS, & ABILITIES:*****

* **Customer service experience and the application of active listening techniques are required.**

* **Must have strong written and verbal communication skills.**

* **Experience with basic computer software, including but not limited to: operating systems, word processing, email, internet and intranet is required.**

It is the policy of FBH to ensure equal employment opportunity without discrimination or harassment on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, age, disability, pregnancy, marital status, familial status, citizenship, genetic information, national origin, veterans status, or any other basis prohibited by law, or their relatives, friends or associate and that ; a) has the purpose or effect of creating an intimidating, hostile or offensive work environment, b) has the purpose or effect of unreasonably interfering with an individuals work performance, or c) otherwise adversely affects an individuals employment opportunities. Violations of this policy are strictly prohibited and will not be tolerated. This includes negative actions based upon an employees participation in activities identified with or promoting the interests of a protected group.