Client Support Supervisor

PR - San juan
Pay Rate: $35,000 - $38,000 per year

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Job Description1Job Title:Client Support SupervisorJob Classification:ExemptReports To:Aileen Díaz / TLS ManagerPosition Type:Full-TimeDepartment:OperationsLevel of Supervision:ProfessionalLocation:San Juan, PRJob DescriptionJob PurposeThe Client Support Supervisor will assist the TLS Managers in oversight the Client Support and Sales Department to ensure the highest level of team productivity is achieved. The Client Support Supervisor will support the TLS Managers and team in the day-to-day running of the departments. Duties and ResponsibilitiesThe Client Support Supervisor is an essential part of the TLS Operations and TLS Sales Team. This employee must support and manage the efforts related to the acquisition, retention and providing services related to TLS potential and existing Clients. Forthis purpose, the Client Support Supervisor will have complete responsibility for the implementation process of the TLS PRS Clients and the Sales process to supervise the Client Support Specialist. It is expected that the employee becomes acutely familiar with all sales processes and products and cross-functional operations and maximizes her supervision skills on the work. As a Client Support Supervisor, the primary duty will be to: assume ownership and leadership so that both departments, Operations and Sales, work in as a team-like manner to ensure client relationship is being managed effectively. As a Client Support Supervisor, the employee will work independently and as a problem solver with minimum supervision in order to work with requests from the TLS Managers.It is expected that the employee:•Supervise, review and assure that the Client Support Specialist is documenting client support progress with the preparation of relevant reports to maintain accurate Client data/records in Zoho and BOX:oOrganize clients' files (scan, and save copies of executed documents or any important communication in BOX)oUpdate and maintain appropriate electronic filing system for clients' files•Back up the Client Support Specialist on all tasks-cover vacation/sick, or as needed•Provide exceptional communication and coordination with clients to ensure ongoing client satisfaction with their TLS relationship•Update, maintain and help create all manuals, procedures and support materials for all PRS products and services,including the creation or updates of SOPs•Recommend and support the creation of all product documentation internal and client facing•Proactively follow up with the Client Support and Sales Department to accomplish tasks•Draft and complete Sales presentations for Account Directors•Attend meetings as requested and document, distribute minutes and save an electronic copy on clients' file in BOX•Recommend, own and follow up on action items of PRSclients, meeting with all department's Managers or Supervisors in order to complete the implementation process of each client•Provide support to TLS Sales Department as needed

Location2Employee Signature:Date:Manager SignatureDate:HR Signature:Date:•Act as liaison with Clients and TLS personnel in order to coordinate necessary meetings, retain TLS PRSClient meetings, agendas and action items in order to provide the best services for TLS PRSClient•Become efficient and well-versedon all client products and information in order to guide and assist Client Support Specialist as requested and review their work plan•Review Sales reports every Friday before the Client Support Specialist sends them out to Management•Collaborate with other TLS team members as needed•Supervise Divisional Employees•Perform and maintain updated the Division Employees –Work Plan Form•Answer emails, assist in answering the phones as needed and take messages and/or re-direct telephone calls•Perform company projects and assist others as assigned by Management•Other projects as assigned by ManagementQualifications and Requirements•Associate Degree in Marketing or Business Administration, with a minimum of two years of experience in office administration or High School Diploma with a minimum of four yearsof work experience in office administration•Extensive knowledge of computer software (such as Windows, Microsoft Office, Outlook, and Internet)•Knowledge in PowerPointand other sales support software a plus•High level of interpersonal skills with an ability to handle sensitive and confidential situations and documentation•Attention to detail in composing, typing and proofing materials; establishing priorities; and meeting deadlines•Communication skills to positively engage customers and retain their loyalty•Committed to workingwithin a team environment and providingexcellent customer service •Ability to multi-task and work on complex projects, simultaneously and see them to completion with limited supervision.•Ability to serve clients and coworkers with understanding, respect, care and integrity•Excellent spelling, grammar and written communication skills in English and Spanish•Excellent telephone and oral communication skills in English and Spanish
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