Senior Customer Service Team Leader
1 week ago
Lead Citizen Service Representative
Class Title
Lead Citizen Service Representative
Class Code
1589
Salary
$52, $70,636.80 Annually
+ Overview
+ Benefits
Classification Description Summary
- Supervise a team tasked with specialized administrative support and clerical functions within the customer service call center.
- Handle and assess inquiries regarding City services, input data into information systems, and furnish general assistance to the public and City personnel.
- Provide technical and functional oversight to junior staff, ensuring efficient execution of responsibilities.
- Conduct training sessions and evaluate staff performance, ensuring accuracy and maintaining operational records.
Distinguishing Characteristics
- This position operates at an advanced journey level, necessitating comprehensive training in all relevant procedures.
- Individuals in this role undertake the most challenging and significant responsibilities within the series.
- Accountable for supervising and engaging in the intricate tasks of the unit, offering leadership, training, and assessment.
Key Responsibilities
- Lead, strategize, train, and assess team members in delivering customer service at the call center.
- Instruct employees, confirm work accuracy, and maintain comprehensive records.
- Disseminate information to the public, agencies, and City staff, and assist with service inquiries.
- Utilize office equipment and communication tools, manage budgets, process invoices, and procure supplies.
- Support various City divisions with inquiries, payments, and necessary tasks.
Minimum Qualifications
- Familiarity with customer service call center operations, supervisory practices, office protocols, and telephone etiquette.
- Capability to organize tasks, interpret policies, respond to inquiries, operate office machinery, and communicate effectively.
- Ability to establish and maintain files, plan work efficiently, and collaborate within a team environment.
- High school diploma or equivalent and three years of experience in office support and clerical roles.
Additional Information
PHYSICAL DEMANDS AND WORKING ENVIRONMENT
- Primarily work in a standard office environment with physical capabilities necessary to perform office tasks.
- Reasonable accommodations may be made for individuals with disabilities.
Other Requirements
- This is an unrepresented position with specific duties and responsibilities.
- Previously known as Senior Reno Direct Call Taker.
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