Client Service Manager

JOB SUMMARY:The Client Service Manager is accountable for either managing the process at times and/or directly ensuring the availability of qualified field staff to meet the needs of our clients by appropriately skill matching and coordinating the filling of client orders.  The Client Service Manager may also be responsible for supervising and training the Client Service Supervisors in their branch as well as acting as the responsible employee during Branch or Area Manager absences.The Client Service Manager may have direct responsibility for overseeing a large or VIP Account which is run from the Branch office.  Other special projects may be assigned as well as the responsibility of all aspects of client service and supervision within the scope of the duties and responsibilities described below. RESPONSIBILITIES: Supervision:  Utilize appropriate interpersonal styles and methods in guiding staff members toward company goals and objectives. Conduct new employee orientation and participate in ongoing training of Client Service staff, ensuring necessary knowledge is being obtained. Motivate Client Service staff to achieve performance and production goals. Develop new and implement existing employee retention and succession planning tools. Recruit, interview, evaluate and make employment decisions on the hiring of field employees. Counsel field employees on company policies and procedures and take corrective actions including imposing discipline when appropriate. Recommend and/or make final decisions as to the termination of field employees. Sales/Sales Management: Utilize appropriate interpersonal styles and sales methodology to develop new and existing accounts. Manage and participate in the overall sales functions of the Client Service staff including: Client Service to existing clients. Development of new clients.o  Telemarket available field employees to prospective and existing clients.o  Conduct client service/public relations calls to established clients, maintain excellent business relationships; promote client retention.o  Become involved in local professional, business or civic organizations to enhance company image.o  Alert Manager to new sales/business opportunities.  Operations/Administration: o  Communicate and coordinate the various aspects of branch operations required to ensure compliance with all federal, state and local government laws and guidelines, as well as all Spherion Corporation policies and procedures.o  Ensure all business practices meet the Quality Control standards of Spherion and applicable regulatory bodies.o  Conduct quality control calls and arrival calls on all client orders.o  Determine client needs and place appropriately skilled employees on assignments.o  Receive, write and process all client orders with complete job description and credit information.o  Assign appropriate pay rates for field employees and bill rates for customers within established guidelines.o  Ensure timely completion and submission of business reports as required.o  Communicate recruiting needs to Manager.o  Other duties as may be assigned by management. Dimensions:  Listed below are the “Dimensions” for the Client Service Manager position.  A dimension can be defined as a job activity or behavior that is necessary for success in a specific position.  The dimensions below are typed in bold and are followed by definitions.  After each definition we have listed examples of some of the specific activities and behaviors associated with that dimension. Initiative:  Pro-active attempts to influence events to achieve goals: self-starting rather than passive acceptance.  Go beyond the norm and take action beyond specific, explicit job responsibilities.  Initiative will originate action rather than response only to the action of others.-  Make suggestions to solve problems and improve production without being asked.-  Make self-development efforts.-  Inform a superior about a problem and recommend a solution.Oral Communication: Effectively giving and receiving information in individual or group situations (includes gestures, non-verbal communication and listening).  Most communication is two-way and it is important to accurately hear and process the information being provided.-  Ask questions to obtain information from clients, supervisors and field employees.-  Give status of work to supervisor.-  Receive instructions, orders or assignments orally.-  Participate actively in meetings.-  Influence or persuade others through oral presentation.-  Conduct formal presentations to prospects/clients or field employees. Planning and Organizing: Establish a course of action to accomplish specific goals.  Plan proper assignments of personnel and appropriate allocation of resources.  Requires establishing goals, budgeting time and setting priorities.-  Schedule own time based on priorities.  Allocate proper amounts of time to activities.-  Use a calendar, tickler file or work log to follow up with clients and keep track of appointments and deadlines.-  Adjust work assignments of schedules for self or others to meet changing work priorities. Customer Service Orientation: Listen to and understand the client, giving high priority to customer satisfaction.  Listen to the client’s problems and requests with empathy and a willingness to make an extra effort to help the client.  Determine client satisfaction after the sale, rather than waiting for the client to take the first action.  Anticipate the client’s needs and respond quickly, accurately and pleasantly.-  Interpret verbal and non-verbal behavior to develop an accurate perception of the client’s feelings, needs, values and opinions.-  Communicate with clients as well as field and office personnel in a warm and helpful manner while simultaneously building credibility and rapport.-  Provide timely and thorough service to clients-  Maintain flexible schedules in order to service clients’ requests and/or handle complaints. Judgment:  Develop alternative courses of action and make decisions which are based on logical assumptions and which reflect factual information.  Use the information available to develop alternative possibilities, understand the pros and cons of each alternative and choose the most appropriate course of action.-  Maintain a mature, problem-solving attitude under stressful circumstances.-  Fill client orders with qualified field employees.-  Make decisions to resolve client complaints.-  Inform senior management of the status of important work or emergencies.Work Standards:  Set high goals or standards of performance for self, staff members, others and business unit.-  Make sure work is completed in an accurate and timely fashion.-  Make sure work meets quality standards.-  Show pride in your work.-  Set example of high quality work for staff members or peers.-  Ensure all assignments are made in compliance with applicable federal, state and local laws.EDUCATION:   Four year college degree or 5 – 7 years of equivalent business experience EXPERIENCE:· Minimum of two years of related experience in a fast-paced sales and service environment SKILLS REQUIRED: Ability to contribute to branch revenue through proactive solicitation of business and candidates Supervisory and strong interpersonal skills Ability to work well with others. Ability to make sound business decisions regarding hiring, firing, pay rates and client service. Strong communication and problem solving abilities. Good planning and organizing skills to achieve business unit goals. Must be adaptable, flexible and maintain effectiveness during change. Able to maintain employee records on a computerized record retention system.  Since 1946, Spherion has been helping talented individuals find rewarding job opportunities that drive excellence in their career. Through a network of 700 offices nationwide, we place 300,000 job seekers in fulfilling office professional, industrial and contact center positions every year. Put our career specialists to work for you!