265 Best customer care representative Jobs in Jersey City, New Jersey (December 2025) - page 3

Shift Supervisor

1 year ago

New York

Job Description:\n\n Job title: Shift Supervisor Reports to: Director of Security Services FLSA Status: Non-Exempt (Hourly) / Full Time/Part Time Date Issued: July 2022 POSITION SUMMARY: To supervise the facility’s security officers for a designated shift in accordance with HPCDC Policies and Procedures; supervise security staff; and respond to emergency conditions in the facility. The Shift Supervisor will also oversee the direct care of the residents, manages the intake process, and coordinates with the security department to ensure the safety of clients residing in the facility. ESSENTIAL JOB FUNCTIONS: Through the employee’s own efforts, the employee accomplishes the following essential functions:The Shift Supervisor report directly to DSS regarding all direct care and/or operational issues and concerns.The Shift Supervisor assumes responsibility of the entire facility in the absence of an Administrator.The Shift Supervisor is responsible for ensuring the facility is managed in a safe and orderly manner.The Shift Supervisor manages the flow of people in and out of the facility including ensuring all clients log in and out of the facility and all visitors register upon entering the facility as well as overseeing the departure and arrival of all children to and from school.The Shift Supervisor is responsible to respond to and report all unusual occurrences and/or incidents within the time sensitive guidelines established by DHS and TSA.The Shift Supervisor is responsible for ensuring all clients comply with the DHS Code of Conduct and Client Responsibility.The Shift Supervisor is responsible to engage clients and staff and intervene whenever noncompliance ensues and/or inappropriate behavior is witnessed.In the absence of facility maintenance staff, the Shift Supervisor is responsible for responding to and addressing any/all facility concerns.The Shift Supervisor corresponds with the DHS/HERO department to ensure that all vacant units are called into HERO as vacant and ready and then accept referrals for new intakes from DHS/HERO.The Shift Supervisor accepts all new referrals and provides the clients with their initial intake into shelter. Included in this is accompanying the client to their assigned unit and ensuring the unit is fit for a new admission. The Shift Supervisor ensures all clients under the age of two are provided a crib upon their entry into the shelter and all new intakes are provided with linen, toiletries, kitchen utensils, and any/all other supplies issued to new clients.The Shift Supervisor provides orientation to all new admissions.The Shift Supervisor oversees the distribution of food from our onsite food pantry.The Shift Supervisor conducts periodic facility evacuations, periodic fire drills, and routine site tours(Walk through) and maintains the required records of all such drills and tours. The Shift Supervisor supervises surveillance of the grounds, facility, and any activities of residents to prevent theft, unauthorized entrances, fire, and accidents. The Shift Supervisor must maintain a visible presence throughout the facility during the entirety of his or her shift.The shift supervisor will conduct a monthly inspection of all fire extinguishers in the building an maintain log recording the monthly check, shift supervisor will also execute a work order for any fire extinguisher deficiencies found. The Shift Supervisor is responsible for ensuring the agency vehicle is properly signed out and all logging information is dually completed.The Shift Supervisor records and reports maintenance needs of the building (i.e. work order request).The Shift Supervisor attends all required staff meetings and scheduled trainings even when scheduled on a shift that is not regularly scheduled for them.The Shift Supervisor mediates client disputes and maintains logs of unusual events or activities.The Shift Supervisor interfaces with relevant public service/community entities, i.e.: police, fire department and hospitals in efforts to obtain emergency services when needed and assumes responsibility for obtaining emergency services when occasions arrive.Work hours are to be arranged with administration to accommodate the needs of the facility. Employment hours may be altered (with as little as two-week notice) depending on the administrator’s and/or facility’s needs. It is understood that coverage must be always provided by a Shift Supervisor, and that the post can never be left unsupervised.Other assignments and tasks may be added at the discretion of the Program Director or upper management.Has respect and consideration for the people being served.Consistently reports to work on time and is ready to begin work at the start of the shiftAlways provides proper notification as per HPCDC’s procedures when late or absent.Demonstrates reliability when on-call. Available to work overtime when necessary (Only non-exempt employees)Demonstrates the ability to recognize priorities in organization of workflow. Able to perform duties independently, with minimal need of direct supervision.Maintains the confidentiality of clients, shelter/programs, agency, and/or HPCDC.Reports to work well-groomed and in compliance with dress code.Wears I.D. badge while on duty.Demonstrates the ability to interact in a positive and helpful manner with clients, visitors, contract staff, volunteers, and co-workers.Reflects commitment to building a supportive work environment and maintains a positive attitude at the workplace and towards job.Projects a good image in dealing with the public and its clients. Is willing to make an extra effort to help build a quality and caring shelter/program. COMPETENCIES: To perform the job successfully, an individual demonstrates the following competencies. Customer Service Orientation & Conflict Resolution: Manages difficult or emotional situations with internal and external stakeholders. Responds promptly to client needs; Responds to request for service and assistance. Maintains and communicates in a positive, non-condescending manner to others. Leverages interpersonal skills such as empathy to minimize and mitigate conflict. Helps others resolve complex or sensitive disagreements and conflicts. Manages oneself and emotions to diffuse conflict. Dependability: Can be depended upon to consistently provide a safe environment by reporting to work as scheduled and avoiding excessive absenteeism / tardiness. Adheres to policies in the HPCDC Handbook for deviating from schedules and absences. Responds to management directions, takes responsibility for own actions and keeps commitments. Enforcing Laws, Rules, & Regulations: Minimizes conflicts between clients and other security officers by consistently enforcing rules and behavior expectations. Enforces laws, rules, and regulations, and initiates enforcement actions in a way that the public perceives as fair, objective, and reasonable. Safety Focus: Adheres to all workplace and trade safety laws, regulations, standards, and practices. Proactively takes steps to maximize safety. Communication: Communicate effectively with co-workers, clients and employees, law enforcement, and guests during emergency situations. Effectively express oneself orally, non-verbally and in writing, tailoring the content of speech to the audience and using proper English sentence structure, punctuation, and grammar. Ability to listen, receive, understand, and carry written and verbal orders. Ability to communicate effectively when preparing reports, logs, and the use of radio communications including appropriate channels and basic radio communication codes. Interviewing Others: Asks questions in ways that enhance the clarity, quality, and reliability of information. Plans the interview process in advance, identifying the key information to collect. Puts the interviewee at ease and ensures he or she understands the process and its purpose. Develops trust to obtain honest responses. Asks direct, focused, and logically ordered questions that comply with all legal or policy requirements. Tactfully broaches sensitive subjects. Problem Solving: Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Uses reason when dealing with emotional topics. Adaptability & Flexibility: Adapting to and working with a variety of situations, individuals, and groups. Openness to different and new ways of doing things; willingness to modify one’s preferred way of doing things. Interpersonal Skills and Teamwork - Understands the needs and wants of the organization, customers, co-workers and supervisors in order to provide accurate, complete and timely service and to further the mission, values and goals of the organization. Gets along and interacts positively with co-workers and others; understands and relates to others. Ethics: Treats people with respect: Inspires the trust of others; Works with integrity and ethically; Role models and upholds organizational values. QUALIFICATIONS: To perform this job successfully, and individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and / or ability required. Minimum Required Education & Experience:HS Diploma or GED required.NYS Security Guard LicenseLL124F-80 safety Coordinators License within 3 months of employmentCPR CertifiedExcellent communication skills (Both Written and verbal)Will need to demonstrate computer skills and the ability to maintain composure during crisis, emergency situations, and/or during behavioral outbursts.Must always maintain proper boundaries and professional relationships with clients and staff, always. Preferred Education & Experience:Demonstrated knowledge, experience, or capacity to work with homeless families / individuals and/ or disadvantaged populations. CPR / First Aid CertificationFrench / Spanish speaking. Computer Skills:Computer skills needed for composing emails on Microsoft applications, accessing the CARES information system and accessing the device, and composing correspondence. GENERAL PHYSICAL REQUIRMENTS AND WORKING CONDITIONS:GENERAL WORKING HOURS: Shifts vary and may change to include overnight shifts, days, evenings and weekends.WORKING FROM HOME: All essential functions of this job cannot be completed working from home.TRAVEL: May be required to travel about 5% of the time to purchase items or to attend a training. PHYSICAL REQUIREMENTS: The physical activity for the Security Guard is: Climbing & Ambulating Stairs: Ascending or descending stairs and ramps using feet and legs and/or hands and arms. Must be able to walk up and down stairs (about 10 flights) in order to patrol stairways, respond to security incidents, and assist in the evacuation of clients during an emergency. Body agility is emphasized. The amount of climbing required exceeds that required for ordinary locomotion. Stooping: Bending body downward and forward by bending spine at the waist. This factor is important if it occurs to a considerable degree and requires full use of the lower extremities and back muscles. Kneeling: Bending legs at knee to come to a rest on knee or knees. Crouching: Bending the body downward and forward by bending leg and spine. Reaching. Extending hand(s) and arm(s) in any direction. Walking. Moving about on foot to accomplish tasks, and has an ability to navigate from one location to another. Standing: Remaining upright on the feet, particularly for sustained periods of time. Lifting. Must raise objects from a lower to a higher position or move objects horizontally from position to-to-position. Fingering: Picking, pinching, typing or otherwise working, primarily with fingers rather than with whole hand or arm as in handling. Ability to use computer tablet to write reports, notes and document compliance with patrol stops. Grasping: Applying pressure to an object with the fingers and palm. Talking: Expressing or exchanging ideas by means of the spoken word; those activities where detailed or important spoken instructions must be conveyed to other workers accurately, loudly, or quickly. Hearing: Perceiving the nature of sounds at normal speaking levels with or without correction, and having the ability to receive detailed information through oral communication, and making fine discriminations in sound. Feeling. Must be able to perceive attributes of objects, such as size, shape, temperature or texture by touching with skin, particularly that of fingertips. Assesses potential safety threats, such as by exposure to chemicals and heat from malfunctioning equipment. Physical requirements for the Security Guard. Heavy work: Exerting up to 100 pounds of force occasionally (ie. for emergency evacuations and in response to emergencies), and/or up to 50 pounds of force frequently, and/or up to 20 pounds of force constantly to move objects. The visual acuity requirements for the Security Guard (including color, depth perception and field vision).The worker is required to have visual acuity to determine the accuracy, neatness, and thoroughness of the work assigned or to make general observations of facilities or structures (i.e., security guard, inspection, etc.). The Shift Supervisor will be subject to the following conditions in this position:The worker is subject to inside environmental conditions, protected from weather conditions but not necessarily from temperature changes. The worker is subject to hazards: Includes a variety of physical conditions, such as proximity to individuals with unpredictable mental health status’s and temperament. The physical demands described here are representative of those that must be met by an employee to successfully perform the Essential Functions. Reasonable accommodations may be made upon an employee’s request. This Job Description is not intended, and should not be construed, to be an exhaustive list of all Job Functions, Competencies, Skills and Work Environment/Conditions associated with this job. It is meant to be an accurate reflection of principal job elements useful for recruiting and selecting employees, assigning work and evaluating performance. Additional responsibilities may be assigned and management retains the right to change this Job Description at any time. Acceptance of this Job Description does not constitute an employment agreement or contract. The Company is an at-will employer and reserves the right to terminate employment for any reason or no reason, with or without notice to the employee. JOB DESCRIPTION ACKNOWLEDGEMENT AND ACCEPTANCE _________________________________________________________________ _______________________ Employee Signature Date _________________________________________________________________ _______________________ Supervisor’s Signature Date

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