Senior Customer Service Lead

1 week ago


Reno, Nevada, United States City of Reno Full time

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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