The Senior Customer Service Representative (SCSR) acts as a key liaison between the community, customers, and internal staff, playing a vital role in ensuring the smooth and efficient operation of the administrative services team. The SCSR is responsible for fostering a positive, friendly, and professional environment, providing exceptional customer service through empathetic and respectful interactions with both customers and colleagues.
The Senior Customer Service Representative promotes SCS’s Core Values of People-centered, Connected Services, Strength in Diversity, Integrity and Commitment, Power in Partnership, and Commitment to Team!
Responsibilities
Administrative Tasks
- Serve as liaison (with Administrative Services Manager) to all departments to review and resolve customer/staff workflow and/or client relations as needed.
- Meet with Home Care/SCS users-staff to identify service process delays/issues (with Administrative Services Manager).
- Maintain monthly CSR telephone call data to ensure efficient telephone customer service.
- Prepare monthly customer complaint log and resolutions to Administrative Services Manager and AED Operations.
- Update internal telephone directories and emergency contact list when needed.
- Coordinate set up and implementation of internal SCS or public events with IT, Facility, and program staff.
- Process vendor invoices for payment.
Customer Service
- Leads customer service team to implement high-quality customer service satisfaction.
- Work with Administrative Services Manager to develop/implement CSR training improvements.
- Welcome members and guests in a friendly, professional, and hospitable manner.
- Greet and direct guests, clients, and vendors to the appropriate program/staff members.
- Professionally and efficiently answer incoming calls and directs them to the appropriate agency staff.
- Provide visitors/guests with organizational/program information and receives HHA documents.
- Deliver written, oral, and electronic messages/updates to SCS staff.
- Receive and distribute incoming mail and faxes to appropriate staff.
- Stamp and mail outgoing correspondence including certified letters.
- Assist with suppling staff with office supplies as needed.
- Provide back-up coverage at Customer Service Welcome Center as needed.
Rental Services
- Respond to space rental inquiries via phone or email and enter all rental information into Salesforce.
- Schedule appointments with potential clients to view the rental space during and after business hrs. (if needed).
- Ensure floor plan set-ups are reviewed with clients prior to events and set-up accordingly.
- Complete all rental documentation, collect scheduled payments, and coordinate deposits with Fiscal staff.
- Collect appropriate data and prepares monthly reports on rental events, payments, and insurance activity.
Insurance Administrative Support
- Process and review insurance documentation and ensure all documents are complete for new and renewal policies.
- Monitor and maintain insurance package renewal/expiration dates.
- Liaise with departments/staff to ensure timely flow and retrieval of document requests.
- Request and disseminate insurance certificates as required by programs.
- Prepare and organize document packets to carriers and/or authorized parties.
- File and maintain insurance files.
Physical Requirements
This role requires prolonged sitting and extensive use of a hand-held telephone device.
Qualifications
- High school diploma or equivalent; college a plus.
- Three (3) years of customer service or hospitality experience required.
- Strong time management skills with the ability to multi-task and prioritize in a demanding fast paced environment.
- Proficiency in Microsoft Office, including Word, Excel, and PowerPoint.
- Excellent verbal and written communication skills.
- Fluency in English and Spanish both verbally and writing.
Classification: Non-Exempt/ Full Time
Reports to: Administrative Services Manager
Compensation: $23.00 – $27.00/hour
Schedule: Monday – Friday; 9 am – 5 pm. Occasional evening and weekend hours (may vary): 11 am – 7 pm
SCS offers an excellent benefits package:
Comprehensive medical, dental, and vision insurance
403(b) retirement plan with employer contribution
Flexible spending account and transit checks
Employee Assistance Program
20 days of paid vacation and 12 paid sick days per year
12 paid holidays
Five personal/floating days
Life insurance
Long-term disability
How to Apply:
Send cover letter and resume to Yquinones@scsny.org. Please indicate “Senior Customer Service Representative” in the email subject line.
All positions at Sunnyside Community Services are filled without regard to race/color, religion/creed, national origin, age, sex/gender, sexual orientation, gender identity or expression, disability, pregnancy-related condition or lactation, military/veteran status, marital status, familial status, caregiver status, sexual or reproductive health decisions, height, weight, status as a victim of domestic violence/stalking/ sex offenses, predisposing genetic characteristic, immigration or citizenship status, prior arrest or conviction record, credit history, salary history, unemployment status, pre-employment marijuana testing, union affiliation/activity, or for reporting or opposing discrimination on these bases or for reporting or opposing violations of workplace health and safety, pay equity or practices, or for participating in any internal o any legally protected status listed in the New York City Human Rights Law (NYCHRL). All are encouraged to apply.
Sunnyside Community Services strives to address, explore, and educate all our stakeholders about the diversity of human experience and to advance and integrate racial equity and social justice into all organizational policies and programs. We believe that everyone, regardless of who they are or what they do for the organization, should feel equally involved and supported.
Sunnyside Community Services represents a commitment to considering the whole person and how systemic barriers and access to opportunities can affect their well-being.
Equal Opportunity/Affirmative Action Employer