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Customer Service Supervisor
2 months ago
This is a leadership role where employees will perform duties at all levels of complexity and serve as a first-level supervisor with responsibility for planning day-to-day operations of assigned staff.
Key Responsibilities- Supervise employees engaged in providing services and information to all customers, and train staff.
- Respond to requests for informational materials; research and fill requests for those requesting such materials and information; ensure an adequate inventory of materials concerning the service.
- Prepare notices and statements, and send copies to customers; reconcile discrepancies in billing and issue reminder notices.
- Maintain inventory or other records; purchase necessary materials; set up displays; maintain cleanliness of work area; and sell merchandise.
- Receive customers or visitors; answer telephone calls; secure and provide requested information; provide services; or direct the request to those who can provide the customer with the information or services.
- Receive requests for information and services and provide such services using advanced technological equipment.
- Respond to requests concerning the interpretation of agency or program policies and procedures; develop policies and procedures for the operation of daily activities.
- Prepare mail and parcels for mailing; sort and distribute mail; operate scales and meters to determine proper postage.
- Screen, examine, and verify documents for correctness, appropriateness, adequacy, and conformity to establish requirements and follow up on requests or discrepancies.
This role requires one year of experience in sales, public contact work, handling and processing mail, or general office clerical work, plus four additional years of experience in customer service, mail room operations, or technical clerical work; or an equivalent combination of education and experience.
Knowledge, Skills, and AbilitiesThis role requires knowledge of methods and procedures concerning public contact; telephone procedures; spelling, punctuation, and grammar; arithmetic; the program or services being provided; laws and rules concerning program or services being provided; techniques of training; and supervisory principles and practices.
Ability is required to work with customers; gather data and facts; keep records; communicate effectively, both orally and in writing; provide leadership on assigned projects or teams; and review the work of others.
