Lead Citizen Service Representative

3 days ago

Reno, Nevada, United States City of Reno Full time
Job Summary

The City of Reno is seeking a highly skilled and experienced Citizen Service Lead to join our team. As a key member of our Reno Direct customer service call center, you will be responsible for leading, overseeing, and participating in the more complex and difficult work of staff responsible for performing a variety of specialized office support and clerical duties.

Key Responsibilities
  • Lead, plan, train, and review the work of staff responsible for providing the services and activities of the City's Reno Direct customer service call center.
  • Participate in performing the most complex work of the unit, including receiving and evaluating calls for City services, entering information into a computer-aided request system, and providing general information to the public, other agencies, and City staff.
  • Train assigned employees in their areas of work, including appropriate methods, procedures, and techniques.
  • Verify the work of assigned employees for accuracy, proper work methods, techniques, and compliance with applicable standards and specifications.
  • Maintain a variety of records and files related to assigned operations, prepare reports as required, and perform the full range of specialized office support duties in support of the City's Reno Direct customer services call center.
Requirements
  • Equivalent to the completion of the twelfth grade.
  • Three years of general office support and clerical experience, including one year of experience in a customer service call center.
  • Knowledge of operations, services, and activities of the City's Reno Direct customer service call center, principles of lead supervision and training, office procedures, methods, and equipment, and customer service techniques and practices.
  • Ability to lead, organize, and review the work of staff involved in providing Reno Direct customer service call center services and activities, interpret, explain, and enforce department policies and procedures, and work under steady pressure with frequent interruptions and a high degree of public contact.
Working Environment

The work is performed primarily in a standard office setting. The primary functions require sufficient physical ability and mobility to work in an office setting, to stand or sit for prolonged periods of time, to occasionally stoop, bend, kneel, crouch, reach, and twist, to lift, carry, push, and/or pull light to moderate amounts of weight, to operate office equipment requiring repetitive hand movement and fine coordination, and to verbally communicate to exchange information.

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