Senior Customer Service Team Leader

1 week ago


Reno, Nevada, United States City of Reno Full time

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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