Customer Care & Support Supervisor

Expected Semimonthly Salary:

Work where your work matters. Work at CCRC.

CCRC prides itself as a workplace of choice for passionate talent driven by our mission to cultivate child family and community well-being. Whether the position works directly with the public or supports our programs every position is vital to our missions success and reputation as a leader. We are not your typical non-profit. We are 900 people strong and growing!

General Summary
Under minimal supervision the Customer Care & Support Supervisor oversees the daily operations of the front office to ensure the delivery of high-quality customer service. The Supervisor ensures visitors are welcomed professionally in accordance with organizational standards and plays a key role in managing document flow and front desk operations. This role works closely with leadership to support efficient administrative processes. This position is classified as regular full-time.

This position is fully onsite and requires presence at 2 locations (Sylmar/Canoga Park)

Essential Duties and Responsibilities

Within a team environment the Customer Care & SupportSupervisorCenter will perform the following responsibilities:

Staff Supervision and Operations Oversight (45%)

Customer Service and Escalation Management (20%)

Document and Call Center Oversight (30%)

Departmental Support and Policy Implementation (5%)

Job Specifications

Minimum Required

• Education: High School diploma or equivalent required
• Experience: Minimum of two years of supervisory or lead experience. Demonstrated experience providing customer service in a fast-paced high-volume environment required.
• Technical Requirements - List specifics:
  • Intermediate level skills for general computer use including Microsoft Office products: Word Excel PowerPoint Outlook.
• Travel: This position requires presence at 2 locations the home Sylmar office and the Child Dev. Institute in Canoga. Staff may choose any mode of transportation (driving walking bicycling carpooling etc.) to arrive to and depart from the location where attendance is required. Should a staff member choose to drive the staff member must become an approved driver with CCRC prior to driving on behalf of CCRC. Approved drivers driving on behalf of CCRC may choose to drive a CCRC vehicle or own vehicle and must meet requirements to be an approved driver including holding and maintaining current auto insurance current California Drivers License and receiving DMV clearance.
• Work schedule: Monday through Friday following a traditional daytime work schedule. Occasional after-hours work may be available.
• Work environment: This position is fully on site in an office environment. This position requires presence at 2 locations the Sylmar office (3 days a week on site) and at the Child Development Institute (CDI) in Canoga (2 days a week on site).

• Background & Health Clearance Requirements:
  • Background & Health Clearance Requirements: Background requirements determined according to the requirements of the program(s) which the position will be supporting.
  • Background check required. As a grant-funded Agency supporting Children and Family Services CCRC conducts background checks commensurate with the role to verify candidate qualifications (criminal history employment history / experience education reference checks) and ensure grant compliance. Specific roles may have additional verification / clearance to the standard background check as part of the recruitment and selection process including:
  • Live Scan Clearance / DOJ Fingerprinting: For positions working directly with the public in a child/ community care or child / community care adjacent setting (CA Health and Safety Code Section 1596.871 and/or Head Start Program Performance Standards 1302.90).
  • Health Clearance: For positions working directly with the public in a child/ community care or child / community care adjacent setting or working with at risk populations CA Code of Regulations TitleCA Health and Safety Code 1596.7995 and/or Head Start Program Performance Standards 1302.93)
  • MVR / DMV clearance in accordance with CCRCs liability insurance provisions: For positions where driving is required.
  • Child Development Permit: For positions working in an educational capacity (California Education Code Sections 44242.5 44340 and 44341)
  • CPR / Pediatric CPR certification: For certain identified positions working directly with the public in a child/ community care or child / community care adjacent setting (CA Health & Safety Code 1596..866)
  • Federal Debarment Checks: For positions acting in a principal capacity to federal funds (Head Start Program Performance Standards 1304.11 Code of Federal Regulations Title 2 Grants and Agreements 2.180.320 and 2.180.995)

Review the job flyer for all the job details requirements and benefits: Customer Care Support Supervisor

At CCRC passion and meaningful work is rewarded! We offer employees:

• Competitive compensation package
• Robust benefit offerings -Medical Dental Vision and Voluntary Life Insurance
• Basic Life Insurance and Long Term Disability paid for by CCRC
• Employer Contribution and Employer Match in the 403(b) Retirement Savings Plan with 100% vesting
• Generous Time Off Policy-Vacation and Sick Time Holidays and Paid Winter Break
• Opportunities for learning and professional development including education reimbursement
• Employee Assistance and Wellness Programs
• 501(c) (3) designation-You can apply for Public Service Loan Forgiveness!
  

We have doubled in size over the past 10 years. We provide child development and early education workforce development opportunities child care financial assistance Head Start preschool and Early Head Start services and more for close to 50000 parents children and child care providers each month in Northern Los Angeles County including Antelope Valley and the entirety of San Bernardino County including an office in Victorville serving a total geographic area of 22500 square miles.

Child Care Resource Center is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race color religion sex including sexual orientation and gender identity national origin disability protected Veteran Status or any other characteristic protected by applicable federal state or local law.

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about discussed or disclosed their own pay or the pay of another employee or applicant. However employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information unless the disclosure is (a) in response to a formal complaint or charge (b) in furtherance of an investigation proceeding hearing or action including an investigation conducted by the employer or (c) consistent with the contractors legal duty to furnish information. 41 CFR 60-1.35(c)

Accommodations: If you are a qualified individual with a disability or a disabled veteran you have the right to request an accommodation if you are unable or limited in your ability to use or access our career center as a result of your disability. To request an accommodation contact a Human Resources Representative at ext. 6599 or email them at