CS Supervisor

DUTIES AND RESPONSIBILITIES

Directs Customer Service staff for all incoming traffic and telephone calls into the Anthem Community Council, Community Center, Parks and Programs. Provides administrative and clerical support to the community center program managers. Supervises a team of 2-3 Leads and 10-15 VHE Staff at the Community Center front desk. Works Primarily evenings with 1-2 Manager on Duty shifts closing the building at 10p or 7 or 8p on weekends if needed. It would also support staff and cover 1-2 front desk evening shifts as well.

ESSENTIAL DUTIES

· Leads, mentors, trains front desk and membership team members

· Aids front office as needed while working with residents and non-residents, i.e. billing, account fees, appeals, payment plans and challenging situations

· Prepares and maintains customer service staff schedule

· Coordinates ordering of supplies and consumables for employees (office supplies, PPE, first-aid supplies, etc.)

· Rotates with the front staff to share scheduled hours (see part-time job description for responsibilities while at front office)

· Handles incoming calls on multi-line phone system in a timely and courteous manner. Direct calls to HOA, Council Staff, Community Center and other departments as appropriate. Log all incoming traffic and selected telephone calls into Caliber HOA System as required.

· Provide front-line support and responses to general questions on ACC issues and selected HOA issues

· Manage difficult visitors with a professional demeanor, excellent listening skills while remaining calm, and offer solutions whenever possible

· Provides support for assessment collections issues and coordinates with HOA Community Managers regarding contingency enforcement (compliance violations collections)

· Works with staff regarding suspension issues

· Performs work of those supervised as necessary

· Must be proficient in MS Office suite and be able to be proficient in Civic Rec software system

· interact with all types of individuals, is mentally alert, detail oriented, and possesses good reasoning skills.

· With appropriate documentation, modify owners’ mailing addresses, phone, and email information into civic rec

· Regular, dependable attendance and punctuality are an essential function of this position

· Respond to selected incoming emails

· With the membership team, oversees the membership of the Anthem Dog Park, including issuance of access fobs, collection of membership dues, and filing/responding to Incident Reports

· Other miscellaneous administrative duties and special projects assigned by management

Requirements

QUALIFICATIONS/REQUIREMENTS

· Education and experience: Associate degree in related field and two (2) years’ experience including customer service and supervisory experience. Relevant experience may substitute for education at a ratio of 1.5 to 1 (1.5 years’ experience = 1 year education).

· Must possess a valid Arizona driver’s license.

· Preferred Skills: Aptitude for detail, highly effective interpersonal and problem-solving skills; strong computer software skills (Word, Outlook Excel, Publisher, CivicRec, Ring Central, Internet searching, etc.); previous experience with either accounting, call center, or sales management software is preferred; ability to organize and manage multiple priorities.

ESSENTIAL PHYSICAL FUNCTIONS

· Must be physically and intellectually capable of operating a personal computer, printer, facsimile machine, phone, and various other routine business equipment items.

· Ability to see well enough to read faint or partially obscured writing or printing.

· Must be able to speak, read and write English so that various types of communication may be conducted with people of various levels of education and capabilities both in person and over the phone.

· Perform physical activities (which may be for extended periods of time) that require considerable use of your arms and legs and moving your whole body, with a full range of motions including walking, sitting, standing, stooping, kneeling, reaching, pushing, pulling, twisting, bending, lifting, and carrying.

· Position requires the ability to exert minimal force of up to 20 pounds and occasionally more to move or lift objects.

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WORK ENVIRONMENT

· Must be able to work efficiently, timely, and quickly on more than one assignment at a time with frequent interruptions, changes, and delays.

· Must remain alert to working conditions and aware of safety, health, and environmental concerns.

· Must be able to work effectively with a positive attitude and demeanor in an environment which may be stressful due to adversarial situations resulting from the proper performance of duties.

· The position will primarily be working indoors in a controlled climate but will also include working in an outdoor setting with variable climate which can include rain, sleet, hail, high winds, extreme cold, extreme heat.

WORK HOURS/LOCATION

· Schedule is flexible and variable within our 7-day work week working mornings, afternoons, evenings, weekends, some holidays.

· Work location: Anthem Community Center – 41130 N. Freedom Way (primary)