Customer Service Supervisor

SourcePoint is proud to offer a variety of programs aimed at helping our community thrive after 55. Our Customer Service Team is the first point of contact for individuals inquiring about activities and services at our enrichment center, as well as in-home care, Meals on Wheels, caregiver support, and much more. We are seeking a positive individual with strong communication and multitasking skills to manage the daily operations of the front desk and ensure an exceptional customer service experience for everyone.

Summary

The Customer Service Supervisor is responsible for leading the daily operations of the front desk and ensuring an exceptional customer experience for guests, members, and staff. This position oversees the customer service team, manages administrative procedures, and maintains accurate program and account information within the agency’s CRM system.

Essential Job Functions

Supervision of Customer Service Team

• Develops and maintains staff schedules to ensure coverage during all hours of operation.
• Supervises team members within areas of oversight, including onboarding, training, ongoing support, and performance evaluations.
• Monitors and ensures timely, accurate, and professional completion of staff responsibilities, including providing excellent customer service
• Ensures all guests are registered for the programs, events, and services. Assists members with the registration process when necessary
• Answering and routing telephone calls correctly
• Provides desk coverage
• Prepares outgoing mail and ensures availability of postage
• Management of waitlists, registrations, and program withdrawals

Daily Tasks & Frontline Work

• Maintains a thorough understanding of all services provided by SourcePoint, fields inquires, and communicates information to the public, clients, members, and staff as needed
• Provides coverage and support at front or greeter’s desk as needed
• Works with Community Programs staff to ensure accuracy of activity registration and membership enrollment in CRM software
• Management of clerical tasks such as monthly cash logs, data entry, and routine reporting including credit on accounts and duplicate records
• Performs errands requiring a vehicle, as needed

Software Oversight

• Oversees and ensures accuracy of customer accounts, point-of-sale (POS) transactions, and program listings in the CRM software; Trains and supports staff and members in the use of software features
• Oversees tasks of the resource coordinator
• Oversees flow of information from program supervisors to the resource coordinator for placement in CRM and promotional flyers

Communication & Collaboration with Other Departments

• Works with supervisors from all other departments to review and refine office administrative and customer service procedures
• Assists with special events, fundraisers, and related activities of SourcePoint

Education & Experience

• Associate degree preferred or equivalent combination of education and experience
• Minimum of 3 years’ experience as a receptionist, secretary, or front desk clerk in an office environment
• 1-year supervisory experience
• Knowledge of ActiveNet, Microsoft applications, and Outlook is preferred

Required Skills & Abilities

• Strong interpersonal skills with the ability to maintain a positive attitude and professional demeanor, fostering a welcoming environment to staff and members of the public
• Excellent verbal and written communication skills. Ability to type
• Strong clerical skills, including experience working with computers, software programs, filing, and use of various office equipment
• Ability to successfully handle multiple priorities, stressful situations, meet deadlines, and respond to situations in real time
• Ability to operate a variety of office equipment such as computer, copier, telephone, calculator, FAX machine, postage meter, folding machine, and other equipment necessary to perform duties assigned

Essential Physical Requirements

• Ability to lift 20 lbs. regularly without assistance.

Other

In a small organization, flexibility is essential. The Customer Service Supervisor may take on additional responsibilities to ensure smooth operations as organizational needs arise.

About SourcePoint

SourcePoint helps Delaware County adults 55 and better live safely at home and stay healthy as they age. We provide in-home care like Meals on Wheels, a large community center, support for caregivers, and more. And we want you on our team! Join a wonderful organization that brings a wide variety of expertise and talents together under one roof. At SourcePoint, every team member, from accounting to wellness, contributes to our mission to help our community live well after 55.

A Final Note

You do not need to match every listed expectation to apply for this position. At SourcePoint, we know diverse perspectives foster the innovation we need to be successful, and we are committed to building a team that encompasses a variety of backgrounds, experiences, and skills.

April 2025

Equal Opportunity Employment:

SourcePoint is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, disability, marital status, or veteran status.