Client Services Supervisor

About Parkland Food Bank (PFB):

At PFB, our mission is to make healthy food accessible to residents of Spruce Grove, Stony Plain, and Parkland County. As the fifth largest food bank in Alberta, we anticipate continued growth in both client usage and facility over the next three years. Our commitment revolves around being responsive to client needs, with a strong reliance on local community support and engaging volunteers to fulfill our mission.

With the support of our volunteer workforce, PFB Client Services is responsible for managing an average of 4000 phone calls and 900 client visits a month.

This is a temporary one-year maternity leave position.

Reports To

Executive Director

Job Duties

As a Client Services Supervisor, you will collaborate with the rest of the Client Services Team to oversee all Call Center and Client Care activities. Your primary duties include:

• Registering new clients and conducting yearly profile reviews for existing clients.
• Referring clients to other community resources as necessary.
• Booking client appointments via phone or online booking systems.
• Printing daily orders and ensuring their readiness for volunteers.
• Providing daily client schedules for the Warehouse Supervisor and Volunteers.
• Filing.
• Training and supervising Call Center volunteers (when available).
• Training and overseeing Client Care volunteers in welcoming clients and managing the client shopping area.
• Performing any other duties as required.

Qualifications

We are seeking an individual with:

• Ability to manage, coach, and provide training.
• Strong collaboration skills.
• Demonstrable phone skills in a challenging environment.
• Attention to detail and thoroughness.
• Patience and ability to remain calm in stressful situations.
• Sensitivity and understanding.
• Excellent verbal and written communication skills.
• Ability to prioritize duties and effectively navigate a fast-moving environment with frequent interruptions.
• Answering a high volume of calls professionally and efficiently.
• Ensuring the privacy of clients and dealing with sensitive data appropriately.

Education and Experience

To be successful in this role, you should have:

• 2-3 years of work experience in customer service-focused roles.
• Experience in an inbound call center environment is an asset.
• High school diploma; a post-secondary diploma is preferred.

Working Conditions

This position involves a mix of deskwork and standing.

This is a temporary one-year maternity leave position.

This is a part-time position, averaging 18-25 hours/week.

While hours may be adjusted to accommodate the needs of the Society (ex: training, staff meetings, covering for other staff holidays) possible hours of work for this position could be:

• Monday – Saturday

A typical work would be:

• Wednesday’s 3pm -9pm
• Friday’s 8:30am – 5:30pm
• Saturday’s 8:30am – 1:00pm

Hourly Rate: $22.50

How to Apply

Interested candidates should submit both a cover letter and resume by email. The competition will remain open until a suitable candidate is found.

Join us in making a positive impact on our community!

Job Types: Part-time, Fixed term contract

Salary: $22.50 per hour

Expected hours: 18 – 25 per week

Schedule:

• Every Weekend
• Monday to Friday

Work Location: In person