Client Support Supervior (CSS) - TLS

Relocation assistance is not available for this position.

Job Summary

This role will serve as the company liaison, ensuring the Client Support department’s clear and timely communication with both prospective and existing clients. The Client Support Supervisor (CS Supervisor) is responsible for supporting and overseeing the TLS Sales and Implementation process. The CS Supervisor will oversee all staff and support of TLS sales representatives while also managing the Client Support function throughout the entire PRS implementation process. This position will also work closely with all departments to ensure a smooth onboarding and implementation of TLS products and strategies. The CS Supervisor will support the TLS Operations Manager, TLS Manager, and team in the day-to-day operations of the department.

As a CSS the primary duty will be to assume ownership and a leadership role so that both operations and sales representatives work in a team-like manner to ensure client relationships are managed effectively.

Duties and Responsibilities

As a Client Support Supervisor, your responsibilities will include, but are not limited to:

• Lead the PRS Implementation team by comparing and evaluating the best course of action in ensuring the accuracy of client data and maintaining updated information on all client support reports daily.
• Supervise and support Client Support Specialist in their endeavors to support sales, onboarding, and implementation.
• Ensure client acquisition, retention, and continuous service satisfaction, which directly impacts TLS revenue and sustainability.
• Maintain continuous and effective communication with the PRS Implementation team and TLS Management to ensure ongoing client satisfaction.
• Become familiar with all TLS processes, products, and cross-functional operations.
• Proactively follow up with clients and/or all TLS departments throughout the implementation process and continue after the client has been fully implemented.
• Assist in updating and maintaining manuals, procedures, and/or SOPs for all sales support and PRS products and services, as needed.
• Advise and suggest improvements to ensure the completion of the implementation process on time.
• Responsible for daily follow-up emails while replying to clients’ inquiries within a 24-hour time frame, and/or acknowledging receipt of an email, notifying them when the information will be provided. Manage the PRS Client Report, Implementation Log Report, PRS consulting project master reports, and notes in Zoho CRM as needed to ensure excellent internal and external communications. Notify and coordinate client meetings or presentations with the PRS Implementation team, as needed.
• Participate in internal prospect/client meetings to make suggestions and document next steps, including client or management responsibilities to be stored electronically in Box.
• Ensure documentation, such as service agreements, amendments, or invoices are sent right after the presentation to prospects, clients, consultants, and/or other individuals involved in the PRS implementation process using Box Sign, or any other company-approved tools.
• Manage and track documents sent via Box Sign to prospects, clients, consultants, and/or other individuals involved in the implementation process.
• Assist the Operations Manager and PRS Implementation Team in maintaining strong client relationships while supporting TLS’s revenue objectives.
• Maintaining accurate client files and filing system in Box for all client documents, including, but not limited to: executed agreements, reports, business financials, presentations, meeting recaps, and some other relevant communication, etc.
• Work closely with the legal and finance team to ensure that implemented PRS clients have sufficient economic substance and that company profitability is maximized.
• Operate office machines, such as photocopiers and scanners, voice mail systems, and personal computers.Support all departments while updating and/or managing documentation for PowerPoint presentations or any other documents required for client meetings.
• Provide support to the consulting services implementation team as required.
• Work independently and as a problem solver with minimum supervision.
• Collaborate with marketing strategies to promote business and support the corporate marketing efforts.
• Assist the TLS Executive Administrative in welcoming guests and clients by greeting them in person or on the telephone, answering or directing inquiries, as needed.
• Assist with the supervision of Divisional employees and maintain the Division Employees Time Schedule Report, ensuring all information is current and accurate.
• Collaborate and assist other TLS team members, such as TLS Executive Administrative and Client Support Specialist - Sales, as needed.
• Other projects as assigned by the TLS Operations Manager, and/or TLS Management.

Qualifications and Requirements

• Bachelor’s Degree in Marketing, Communications, Business Administration, Advertising, or a related field and a minimum of five (5) years of progressively responsible experience, including supervisory experience leading or guiding staff or workflows, as well as experience in project coordination, service or activity management, and office administration, or an Associate Degree with a minimum of eight (8) years of relevant experience, preferably involving project coordination, service or activity management, office administration, and demonstrated supervisory or team‑lead responsibilities.
• Extensive knowledge of computer software, such as Windows, Microsoft Office, Outlook, and the Internet, with vast experience in Excel and PowerPoint.
• 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.
• Excellent spelling, grammar, and written communication skills in English and Spanish.
• Excellent telephone and oral communication skills in English and Spanish.
• Organized, able to multitask, to work with a high volume of workload, and handle a fast-paced environment.
• Committed to working within a team environment and providing excellent customer service.
• Ability to multitask and work on complex projects simultaneously and see them to completion with limited supervision.
• Ability to serve clients and coworkers with understanding, respect, care, ethics, and integrity.

Qualifications and Requirements

• Bachelor’s Degree in Marketing, Communications, Business Administration, Advertising, or a related field and a minimum of five (5) years of progressively responsible experience, including supervisory experience leading or guiding staff or workflows, as well as experience in project coordination, service or activity management, and office administration, or an Associate Degree with a minimum of eight (8) years of relevant experience, preferably involving project coordination, service or activity management, office administration, and demonstrated supervisory or team‑lead responsibilities.
• Attention to detail in composing, typing, and proofing materials; establishing priorities and meeting deadlines.Extensive knowledge of computer software, such as Windows, Microsoft Office, Outlook, and the Internet, with vast experience in Excel and PowerPoint.
• High level of interpersonal skills with an ability to handle sensitive and confidential situations and documentation.
• Organized, able to multitask, to work with a high volume of workload, and handle a fast-paced environment.
• Committed to working within a team environment and providing excellent customer serviceCommunication skills to positively engage customers and retain their loyalty.
• Excellent spelling, grammar, and written communication skills in English and Spanish.
• Excellent telephone and oral communication skills in English and Spanish.
• Ability to multitask and work on complex projects simultaneously and see them to completion with limited supervision.
• Ability to serve clients and coworkers with understanding, respect, care, ethics, and integrity.

Salary range posted is based on candidates with a Bachelor's Degree and 5-8 years of experience.

Job Type: Full-time

Pay: $38,400.00 - $46,800.00 per hour

Expected hours: No less than 40 per week

Benefits:

• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Vision insurance

Application Question(s):

• Are you willing to undergo a pre-employment drug screening if required?

Language:

• English (Required)

Work Location: Hybrid remote in San Juan, PR 00918