Senior Customer Service Lead
1 week ago
Position Overview
Job Title
Lead Citizen Service Representative
Class Code
1589
Compensation
$52, $70,636.80 Annually
Role Summary
The Lead Citizen Service Representative plays a pivotal role in managing a team dedicated to delivering specialized office support and clerical functions within the customer service call center.
Key Responsibilities
- Oversee a team that handles inquiries related to City services, accurately inputting data into computer systems while providing essential information to both the public and City personnel.
- Exercise supervisory authority over junior staff, ensuring operational efficiency and adherence to established protocols.
- Facilitate training sessions for team members, reviewing their work for accuracy and maintaining comprehensive operational records.
Distinctive Features
- This position is recognized as an advanced journey level role, necessitating thorough training in all relevant procedures.
- Employees in this capacity are responsible for executing the most complex and significant tasks within the department.
- Accountable for leading and participating in intricate unit operations, providing guidance, training, and oversight.
Core Duties
- Lead, strategize, train, and assess staff in delivering exemplary customer service within the call center environment.
- Conduct training for employees, ensuring work accuracy and maintaining detailed records.
- Deliver information to the public, agencies, and City staff while assisting with service requests.
- Utilize office equipment and communication tools, manage budgets, process invoices, and procure supplies.
- Support various City divisions with inquiries, payments, and related tasks as necessary.
Qualifications
- Proficient understanding of customer service call center operations, supervisory practices, office protocols, and effective phone communication.
- Capability to organize tasks, interpret policies, respond to inquiries, operate office machinery, and communicate clearly.
- Ability to establish and maintain organized files, plan work efficiently, and collaborate within a team setting.
- High school diploma or equivalent, along with 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 for performing office-related tasks.
- Reasonable accommodations may be available for individuals with disabilities.
Other Considerations
- This is an unrepresented role with specific duties and responsibilities.
- Previously designated as Senior Reno Direct Call Taker.
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