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Job Summary: Customer Service Representative Supervisor supervises the VFC Program Central Office Customer Service Representatives, and oversight of vaccine ordering and vaccine management activities. General management includes participation in long and short range strategic planning to achieve the program's overall mission and directing all activities of multi-disciplinary nature through subordinate staff. They provide immediate supervision to a unit or group of operational or technical employees. A portion of time may be spent performing individual tasks related to the unit; however, supervisory activities must constitute a primary part of the job. Supervises unit operations to ensure compliance with departmental or organizational policies, procedures, and defined internal controls. Ensures accountability and stewardship of department resources (operational, financial, and human) in compliance with departmental standards and procedures. Department Overview: The Institute for Global Health (IGH) was established in 1999 by the University of California, San Francisco (UCSF) and the University of California, Berkeley (UCB). It is a unique multidisciplinary and cross-institutional enterprise, formally set up within the Department of Epidemiology & Biostatistics in UCSF's School of Medicine. In July 2004, IGH became an Organized Research Unit (ORU) at UCSF. IGH, now the Prevention and Public Health Group (PPHG), seeks to improve health worldwide, especially in developing countries, through research that informs policy. The research is part of a broader mission to advance the welfare of vulnerable populations in California, the United States, and abroad, through education, advocacy, and research. Immunizations are one of public health's greatest achievements. Vaccines help prevent diseases and help keep Californians of all ages healthy. Making sure all kids get their routine shots on time gives them a healthy start in life. The Immunization program provides leadership and support to public and private sector efforts to protect the population against vaccine-preventable diseases.
| % of time |
Essential Function (Yes/No) |
Key Responsibilities (To be completed by Supervisor) |
| 25% |
Yes |
Work Monitoring: Quality assurance of vaccine orders reviewed by Customer Service Representatives (CSRs), incoming and outgoing phone calls by CSRs and assigned service request tickets completed by CSRs. Ensure VFC Program policies and procedures are followed. Ensure defined service-level metrics are met, such as order review/approval and phone call handling, through the utilization and maintenance of available system dashboards or reports. |
| 20% |
Yes |
Personnel: Set regular 1:1 meetings with CSR staff; provide constructive feedback and actionable guidance, as needed; conduct annual Performance Evaluations with direct reports; timecard review, approval, and management of time off requests, etc.; recruitment and retention efforts; ensure required training is completed, and regularly assess for training needs; overall oversight and management of CSR staff. |
| 15% |
Yes |
Work Assignment: Directs the daily work of the CSRs. This includes: screening all incoming vaccine orders and distributing to CSRs for review and processing, reassignment of orders or service request tickets as needed, daily log-in assignment of CSR staff to the VFC Program Call Center; manage and implement key projects such as annual Provider Recertification, new vaccine launches, and annual Influenza/RSV pre-booking and ordering launch at the Call Center level. Define service-level metrics for CSRs to meet Program standards. |
| 10% |
Yes |
Support: Provide vaccine order system related support to assist CSRs/field staff with order and account management issues; provide real-time assistance to CSRs when responding to calls requiring issues escalated to a supervisor; assist in customer service operations as necessary (during high peak seasons or during an unexpected high order volume period). This includes: reviewing orders, answering phone calls, and responding to emails and service request tickets. |
| 10% |
Yes |
Communication: Serve as the VFC Program Call Center point of contact for field staff, vaccine distributors, and Local Health Department jurisdictions. Communicate with Providers, IZ Branch Field Staff, and VFC Program staff via phone, e-mail, or messaging platform (MS Teams, Salesforce), if applicable, in a professional and courteous manner. Close coordination with other IZ Branch call centers. |
| 5% |
Yes |
Coordinates and facilitates meetings with Call Center staff to share key Program updates and encourage CSR collaboration and suggestions. |
| 5% |
Yes |
Provide routine updates to VFC Program and IZ Branch leadership on call center operation issues, progress, and concerns. |
| 5% |
Yes |
Collaboration and Cross-Sectional Support: Coordination with VFC Program and other IZ Branch colleagues to ensure core vaccine management tasks are executed. |
| 5% |
No |
Perform other duties as assigned. |
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|
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| 100% |
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(To update total %, enter the amount of time in whole numbers (without the % symbol - e.g., 15, 20) then highlight the total sum (e.g., 1%) at the bottom of the column and press F9. The total sum should add up to 100%.) |
Required Qualifications:
- Bachelor's degree in related area and/or equivalent experience/training.
- Proven organizational skills, experience working on a PC.
- Strong verbal and written communication skills.
- Ability to work in a fast-paced environment.
- Working knowledge of customer service.
- Interpersonal skills to effectively motivate others.
- Skills to evaluate issues and identify resolution.
Preferred Qualifications:
Required Qualifications:
- Bachelor's degree in related area and/or equivalent experience/training.
- Proven organizational skills, experience working on a PC.
- Strong verbal and written communication skills.
- Ability to work in a fast-paced environment.
- Working knowledge of customer service.
- Interpersonal skills to effectively motivate others.
- Skills to evaluate issues and identify resolution.
Preferred Qualifications:
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University of California - San Francisco
85000
May 18, 2026