WIC Customer Service Supervisor
About The Position
Catholic Charities of Buffalo is seeking a Customer Service Supervisor for its Nutritional Health program supporting NYS WIC. This hybrid position is based at the agency’s Abbott Road location when working in the office. The supervisor oversees customer service operations across all WIC program sites and leads, supports, and evaluates Customer Service Representatives (CSRs), ensuring participant-centered service and compliance with agency, state, and federal guidelines. The role oversees appointment scheduling, participant communication, and call center operations while promoting efficient service delivery and a positive participant experience. The position includes supervising and supporting staff, providing customer service as needed, maintaining staffing schedules and operational records, monitoring service quality, coordinating training, and collaborating with WIC leadership, NYSDOH WIC representatives, HR, IT, and phone system vendors. It also requires periodic travel to program sites. Applicants must live in New York State and provide high-speed internet when working remotely. The role may require lifting up to 30 pounds.
Requirements
- High school diploma or equivalent experience.
- Three years of customer service experience.
- Ability to coach staff, solve problems, manage competing priorities, and maintain high customer service standards.
- Strong interpersonal, communication, and customer service skills.
- Proficiency with computer systems and office software applications.
- Ability to analyze service trends and address operational challenges.
- Ability to maintain confidentiality and exercise sound judgment.
- Must provide high-speed internet when working remotely.
- Applicants must live in New York State.
- May be required to lift up to 30 pounds.
Nice To Haves
- Prior supervisory, team lead, or staff training experience.
- Knowledge of the NYS WIC Program and NYWIC system.
Responsibilities
- Supervise and coordinate CSR operations to provide responsive, courteous, and efficient service to WIC participants across all program sites.
- Provide direct customer service and perform CSR duties as needed to maintain service continuity.
- Train, coach, and develop CSR staff on customer service standards, participant engagement, agency procedures, and NYSDOH WIC program requirements.
- Serve as a resource for CSR staff on call handling, participant inquiries, scheduling, and service delivery concerns; coordinate with IT and phone system vendors when technical issues affect operations.
- Develop, maintain, and administer staffing schedules to ensure adequate customer service and phone coverage.
- Partner with HR on recruiting activities, including interviews and selection.
- Monitor and evaluate staff performance through call reviews, quality assurance, observation, coaching, and annual evaluations.
- Recommend personnel actions, including recognition, development opportunities, corrective action, and separation, as appropriate.
- Maintain records, reports, and quality monitoring data related to customer service operations and program requirements.
- Ensure participants are connected with appropriate WIC sites, services, or community resources through referrals and follow-up.
- Maintain proficiency in the NYWIC system and other tools needed to support customer service, determine participant needs, and resolve service issues.
- Collaborate with WIC leadership and NYSDOH WIC representatives on service delivery concerns, program updates, and operational improvements.
- Coordinate and document required annual trainings and professional development for CSR staff.
- Participate in WIC leadership meetings, agency meetings, and other organizational initiatives as assigned.
- Comply with the Agency Compliance Program, Code of Ethics, and applicable laws, regulations, policies, and standards governing the WIC Program and Catholic Charities.
- Travel periodically to program sites for staff support, training, quality monitoring, and operational oversight.
- Perform other duties as assigned by leadership.
Benefits
- 25 PTO days per year, prorated based on start date.
- 15 paid holidays per year.
- Medical, dental, and vision insurance plans.
- 403(b) retirement plan with employer contribution after six months.
- Employer-paid life insurance.
- Employee Assistance Program (EAP).
- Training and development opportunities.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
