Customer Service Supervisor

1 day ago

Chicago, Illinois, United States Cook County Clerk's Office Full time
Job Summary

The Customer Service Supervisor - Tax Redemptions is responsible for overseeing the day-to-day operations of the Tax Redemptions department, including monitoring, processing, and maintenance of property tax records. The Supervisor will oversee and validate staff work at the Tax Redemptions Counter, which conducts PIN 20-year tax searches and verifies and presents prior year tax bills to customers. The Supervisor also oversees the Administrative Services counter, which handles complex customer inquiries, government agency requests, take notices, bankruptcy requests, orders for deeds, multiple PIN searches for potential bills, notices of extension for redemptions, and all mail correspondence.

Key Responsibilities
  • Research and partner with other staff to analyze, audit, review, and prepare consistent processes and operating procedures surrounding the Tax Redemptions functions.
  • Collaborate with team members to develop, implement, and promote new processes and uses for technology throughout the Tax Redemptions department.
  • Serve as the subject matter liaison to all other governmental agencies on Tax Redemptions matters.
  • Monitor, review, recommend, and ensure proper staffing levels within the Tax Redemptions department.
  • Manage and oversee the processing of tax searches and customer service matters in compliance with applicable laws and regulations.
  • Resolve all escalated customer service and tax redemptions issues.
  • Support the FOIA Officer and Communications team in the response to FOIA, Legal, and Media requests.
  • Prepare and report Tax Redemptions department productivity and data metrics on a consistent basis.
  • Review staff preparation of tax bills, tax searches, and data entry for accuracy and efficiency.
  • Coordinate and validate the processing and maintenance of take notices and notices of extensions from tax buyers in compliance with applicable laws and regulations.
  • Manage and coordinate the posting of property tax information to the public record, both digitally and in paper formats, in compliance with applicable laws and regulations.
  • Coordinate the validation of property tax records in the preparation of tax searches and providing customer service.
  • Review all bankruptcy notices and delegate for processing.
  • The Supervisor is responsible for ensuring all mail correspondence is processed and distributed accordingly.
  • Create and validate requested tax searches based upon historical and current year property tax data and complete fire insurance documentation for customers.
  • Train department staff on department initiatives, procedures, systems, and policies.
  • Create, maintain, and implement 'how-to' guides and other resource aides, in collaboration with the Director of Training and Professional Development and other applicable staff, which will be stored and accessible for all department and staff for training and development.
  • Coach, counsel, and train staff in the efficient and orderly handling of customer service, tax searches, data entry, prior year tax bills, take notices, notices of extension, and report preparation.
  • Collaborate with the communication team to update, develop, and improve existing and new Tax Redemptions documentation.
  • Troubleshoot and resolve operational matters which occur throughout the course of each day.
  • Attend, facilitate, and assist with presentations regarding the Tax Redemptions department.
  • Participate in internal and external property tax or related outreach functions, which may include, but are not limited to, seminars, conferences, outreach events, legislative hearings, and court appearances.
  • Perform standard supervisory duties, such as, but not limited to, preparing and submitting Disciplinary Action Forms, monitoring attendance, balancing departmental resource needs.
  • Ability to effectively resolve disputes with customers and/or staff, or escalate to management, as needed.
Requirements
  • High school diploma or higher.
  • Five (5) years of work experience handling customer service or related duties.
  • Three (3) years of work experience handling real estate tax matters.
  • Proficiency with Microsoft Office.
Preferred Qualifications
  • Bachelor's Degree or higher from an accredited college or university, with an emphasis in taxation, or business, or closely related field.
  • Seven (7) years of customer service experience.
  • Five (5) years of experience supervising and/or managing employees.
  • Two (2) years of experience working with the Cook County Mainframe Information Systems.
Knowledge, Skills, and Abilities
  • Knowledge of the Cook County Mainframe Information System, including but not limited to, researching, processing, and preparing responses to real estate tax records requests.
  • Familiarity with Cook County taxing districts, tax codes, property identification numbers, and tax maps.
  • Knowledge of ordinances, regulations, and statutes, which govern tax search and customer service operations.
  • Excellent verbal and written communications skills.
  • Must be self-directed, innovative, and possess a positive attitude.
  • Demonstrate keen attention to detail, accuracy, and precision.
  • Analytical and capable of solving complex issues.
  • Skilled researcher, capable of analyzing large sets of data related to a single or multiple issue simultaneously.
  • Ability to work independently or as a member of a team.
Physical Requirements
  • May have to stand or sit for long periods of time.
  • May be required to frequently bend or stoop.
  • May be required to lift or carry up to 30lbs.
  • Ability to bend, reach, and carry.
  • Ability to stand for extended periods of time.

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