The Senior Customer Service Representative (SCSR) serves as the first point of contact for clients, visitors, staff, vendors, and community partners, acting as an ambassador for the organization’s mission and values. As a key member of the Administrative Services team, the SCSR ensures welcoming, professional, and customer-focused experience while supporting the efficient day-to-day operations of the agency.
The SCSR provides leadership to the Customer Service team by promoting service excellence, assisting with training and coaching, identifying opportunities to improve customer experience, and helping to resolve complex customer concerns. This role requires exceptional communication, organization, problem-solving, and relationship-building skills in a fast-paced nonprofit environment serving diverse populations.
Responsibilities
Customer Service Leadership
- Serve as a lead representative for the Customer Service team, modeling exceptional customer service standards.
- Assist the Administrative Services Manager in onboarding, training, coaching, and mentoring Customer Service Representatives.
- Help identify customer service trends and recommend process improvements to enhance client and visitor experiences.
- Support the development and implementation of customer service procedures and best practices.
- Provide guidance and support to front desk staff during high-volume periods or challenging customer interactions.
Reception and Customer Experience
- Welcome clients, visitors, vendors, volunteers, and community partners in a professional, respectful, and culturally responsive manner.
- Provide accurate information regarding agency programs, services, eligibility, and community resources.
- Screen and direct visitors and callers to the appropriate departments or staff.
- Maintain a secure, organized, and welcoming reception area.
- Ensure confidentiality and privacy of client information in accordance with agency policies and applicable regulations.
Operational Support
- Serve as liaison for event rentals receiving, tracking and booking private events.
- Liaise with departments to receive, document, and follow up on customer complaints.
- Maintain customer service metrics, including:
- Telephone activity reports
- Customer complaint logs
- Reception traffic statistics
- Customer satisfaction data, when applicable
- Prepare monthly reports for Administrative Services leadership identifying service trends and recommendations.
- Maintain postage equipment, copier usage reports, and related service requests.
- Create and update employee barcode information and other administrative systems as assigned.
Problem Resolution
- Address customers concerns with professionalism, empathy, and sound judgment.
- Escalate sensitive or complex issues to the Administrative Services Manager or appropriate leadership.
- Collaborate across departments to ensure timely resolution of customer issues.
- Recommend improvements to workflows that increase operational efficiency and customer satisfaction.
Administrative Support
- Answer and route incoming telephone calls using a multi-line phone system.
- Coordinate incoming and outgoing mail, certified mail, packages, and deliveries.
- Receive Home Care documentation and route materials to appropriate departments.
- Maintain agency directories, emergency contact information, and reception resources.
- Assist with maintaining public-facing informational materials and agency brochures.
- Ensure office supply inventories and coordinating supply distribution with Facilities.
Additional Responsibilities
- Participating in agency meetings, training, and professional development opportunities.
- Support special events and agency-wide initiatives as assigned.
- Perform additional administrative or operational duties as needed to support organizational goals.
Qualifications
- High School diploma or GED required.
- Associate’s degree in hospitality or related field is a plus.
- Minimum of three (3) years of customer service, hospitality, reception, administrative support, or nonprofit operations experience required.
- Previous experience serving in a lead or senior customer service role preferred.
- Experience working in a hospitality, healthcare, or community-based organization.
Required Knowledge, Skills, and Competencies
Customer Service Excellence
- Demonstrated commitment to providing exceptional service with professionalism, empathy, patience, and respect.
- Ability to effectively engage individuals from diverse cultural, linguistic, and socioeconomic backgrounds.
Leadership
- Ability to coach, mentor, and support team members.
- Demonstrated initiative and ability to work independently while supporting team goals.
Communication
- Excellent verbal, written, and interpersonal communication skills.
- Ability to communicate professionally with clients, staff, leadership, vendors, and community partners.
Organization and Time Management
- Strong organizational skills with the ability to prioritize multiple responsibilities in a high-volume environment.
- Excellent attention to detail and follow-through.
Problem Solving
- Ability to assess situations, identify solutions, de-escalate concerns, and make sound decisions.
- Demonstrated ability to exercise discretion and maintain confidentiality.
Technical Skills
- Microsoft Office Suite (Word, Excel, Outlook, PowerPoint)
- Microsoft Teams
- Multi-line telephone systems
- Office equipment including copiers, scanners, and postage equipment
- Electronic databases and customer relationship management systems (experience with nonprofit or healthcare systems preferred)
Language Skills
- Bilingual English/Spanish (spoken and written) required.
- Additional languages are a plus.
Physical Requirements
- Prolonged periods of sitting, standing, and computer use.
- Frequent telephone and face-to-face communication.
- Occasional lifting of office supplies or packages up to 25 pounds.
- Ability to move throughout the office to assist visitors and staff.
Work Environment
This position operates in a busy nonprofit office serving clients, caregivers, community members, and employees. The environment requires frequent interaction with the public, the ability to manage multiple priorities, and flexibility in responding to changing operational needs.
Job Classification: Non-Exempt
Reports to: Administrative Services Manager
Salary Range: $45,000 – $47,000 annually
Benefits Package
Comprehensive medical, dental and vision insurance
403(b) retirement plan with employer contribution
Flexible spending account and transit check
Employee Assistance Program
10 paid holidays
one sick day per month
three floating holidays/three personal days
Birthday off
Life Insurance
Long Term Disability
How to Apply
If you would like to join our team, please forward a cover letter and resume with subject line “Senior Customer Service Representative” to Mvitale@scsny.org, Melissa Vitale, Director of Human Resources.
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 or 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
The organization is committed to fostering an inclusive workplace and providing equal employment opportunities to all qualified individuals regardless of race, color, religion, creed, gender, gender identity or expression, sexual orientation, national origin, age, disability, veteran status, marital status, or any other protected characteristic under applicable federal, state, or local law.