Senior Customer Service Lead

2 weeks ago


Reno, Nevada, United States City of Reno Full time

Lead Citizen Service Representative

Position Overview

The Lead Citizen Service Representative plays a pivotal role in managing a dedicated team that provides specialized support and clerical functions within the Reno Direct customer service center.

Key Responsibilities

  • Supervise a team engaged in specialized office support and clerical tasks.
  • Handle and assess incoming calls regarding City services, accurately inputting data into computer systems while offering general assistance to the public and City personnel.
  • Provide technical and functional oversight to junior staff, ensuring efficient task execution.
  • Conduct training sessions and evaluate staff performance, ensuring accuracy and maintaining operational records.

Distinctive Features

  • This position operates at an advanced journey level, necessitating comprehensive training in all relevant procedures.
  • Incumbents undertake the most challenging and accountable tasks within the classification.
  • Responsible for overseeing and engaging in complex unit operations, offering leadership, training, and performance reviews.

Core Duties

  • Lead, strategize, train, and assess staff in delivering exceptional customer service within the call center.
  • Facilitate employee training, verify the accuracy of work, and maintain essential records.
  • Provide information to the public, various agencies, and City staff, assisting with service inquiries.
  • Utilize office equipment and communication tools, manage budgets, process invoices, and procure supplies.
  • Support different City divisions with inquiries, payments, and necessary tasks.

Qualifications

  • Proficient knowledge of customer service call center operations, supervisory practices, office protocols, and telephone etiquette.
  • Ability to organize tasks, interpret policies, respond to inquiries, operate office machinery, and communicate effectively.
  • Capable of establishing and maintaining files, planning work efficiently, and collaborating within a team.
  • A high school diploma or equivalent, along with three years of experience in office support and clerical roles.

Additional Information

Physical Requirements and Work Environment

  • Primarily work in a standard office environment, requiring physical capabilities to perform office-related tasks.
  • Reasonable accommodations may be made for individuals with disabilities.

Other Considerations

  • This position is unrepresented and entails specific duties and responsibilities.
  • Previously known as Senior Reno Direct Call Taker.


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