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Member Solutions Center Supervisor

JOB SUMMARY: The Member Solutions Center Supervisor reports directly to the Director of Membership. In partnership with the Director, the Member Solutions Center Supervisor ensures department goals are being met and oversees the operational needs of the Member Solutions Center, including supervision of employees and effective assistance of CSEA members. Starting Salary is: $57,401.

ESSENTIAL FUNCTIONS:1. Directs the work of the employees in the Member Solutions Center and is responsible for administering leave policies, training employees, performance management, development and updating of procedures and training manuals and discipline as necessary.2. Ensure staff are trained and developed to appropriately address the needs of the members by researching and troubleshooting issues. Establish a collaborative team environment to ensure the continuity of work in the membership solutions center.3. Ensure that staff follow all required actions necessary to ensure members information is properly collected, verified, and documented to provide the best experience possible for our members.4. Assist the Member Solutions Specialists in resolving complex member issues and handling escalated phone calls; provide regular feedback on individual performance, process improvement, and departmental compliance to ensure members are receiving excellent customer service.5. Assists with answering phone inquiries from members, nonmembers, and local/unit officers and responds to members’ and nonmembers’ general questions on topics including membership and its value, voluntary insurance programs, membership status, local/unit assignment and applicable officer contact information, etc.6. Acts as a liaison to other departments and work groups to support the operations of the organization as assigned.7. Prepare regular reports that help identify trends and potential deficiencies that members are experiencing and work with the Director of Membership to help develop corrective actions.8. Make ongoing recommendations to the Director aimed at increasing the productivity and efficiency of the department.9. Other duties as assigned.

MINIMUM QUALIFICATIONS:Strong customer service skills required. Proficient in computer applications, such as Microsoft OfficeMust be able to work under pressure, handle stressful situations effectively while politely, and respectfully engage with members, nonmembers and others on the telephone and via email/correspondence.High School diploma or equivalency.ANDFour years of experience in a customer service call center, a call intake line or as a switchboard operator/receptionist in a high call volume setting or a position involving extensive public contact including at least one year of supervisory experience.ORA satisfactory combination of education, customer service-related work experience, voluntary insurance claims administration or member service work experience as determined by CSEA.Note: Promotion to Grade 5 contingent upon two years of satisfactory performance as determined by Supervisor.

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CSEA is an equal opportunity employer. Please read our EEO statement 518-257-1494 [email protected] ( [email protected])