Customer Services Supervisor
Skills
- Strong customer service and public-facing skills
- Prior supervisory or lead experience managing small teams
- Cash handling and daily revenue reconciliation experience
- Proficient data entry and records management skills
- Experience with permit processing or administrative office operations
- Clear written and verbal communication skills
- Familiarity with Microsoft Office applications
- Ability to coordinate with multiple internal and external stakeholders
- Problem resolution and complaint-handling skills
Responsibilities
- Supervise and coach Customer Service Representative II and Senior Customer Service Representative staff; assign and prioritize work and conduct performance evaluations
- Oversee daily front-office operations including permit payment processing, account registration, and revenue balancing
- Review and enter inspector-submitted paperwork for new business applications, complaints, plan reviews, and closures into the database
- Respond to customer inquiries and complaints and provide support to internal and external stakeholders and enforcement agencies
- Develop, recommend, and implement policies, procedures, and service delivery improvements
- Monitor program performance, quality, and efficiency and lead continuous improvement efforts
- Coordinate activities with other divisions, outside agencies, commissions, and community groups
- Participate in budget planning and monitor expenditures for assigned customer service activities
- Prepare and present reports and analyses for senior management and serve as a liaison to commissions and organizations
Education
- High school diploma or GED required
- Additional administrative or post-secondary training preferred but not required
Benefits
- 11 paid holidays
- Medical, dental, and vision insurance
- Paid time off (PTO)
- Pension plan
- Professional development opportunities
- Direct deposit pay
- Reasonable accommodations under ADA and EEO employer
Average salary estimate
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