Customer Service Supervisor

Job Summary

Responsible for the direction and supervision of the staff in the fast-paced, multi-service customer service center. Plans, directs, coordinates, and evaluates the delivery of services within the service center. Develops standards, controls, and procedures necessary to administer a variety of federal, state, and local programs related to Real Estate taxes, Vital Statistics, Motor Vehicle, Department of Natural Resources, Driver's License and various permit applications. Provides training, leadership, organization and mentoring to the Property and Customer Service staff. Collaborates with the Property and Customer Service Supervisor, the Property and Customer Service Manager, and the Community Services Director.

Job Description

ESSENTIAL DUTIES

• Supervises staff, organizes, coordinates, assigns,and directs job duties, instructs employees in the performance of their work and provides constructive feedback throughout the year; sets work schedules, approves leave requests, and conducts employee interviews to recommend future candidates for employment; handles performance evaluations, ensures appropriate training, rewarding, disciplining, up to and including termination.   
• Coordinates and manages the day-to-day operations of the department to include analyzing and developing procedures in multiple areas, directs the allocation of resources as needed, develops and implements departmental policies and procedures based on new legislation and office standards and coordinates joint projects with other county departments. Assists with and supports election efforts.
• Plans, coordinates, and works with department and division members and leaders to address continuous improvement processes. Works through conflict with change and builds acceptance and consensus in the department, including identifying, researching, strategizing, and implementing projects from ideation to closure. 
• Coordinates and oversees final work and reports sent to various governmental agencies. 
• Coordinates, prepares, and monitors the development of the annual budget; collects and analyzes financial information to project revenues and expenses; monitors spending for fiscal accountability. 
• Interprets and implements federal, state and local laws and regulations. Explains policy, regulations, and operating procedures to employees, the public, representatives of private companies and other governmental agencies. 
• Plans and develops the department's mid-, short- and long-term goals that will improve the quality of services and products, are reflective of the initiatives of the department, division and county, and are achievable with measurable outcomes and standards. 
• Promotes positive and effective leadership and teamwork. 
• Represents the county at meetings with other local units of government, state agencies, and metro and statewide associations, as well as other committees. Serves as a high-level departmental resource as needed. 
• Manages the development and maintenance of effective operating policies and statutory responsibilities. 
• Processes and/or delegates Charitable Gambling, Liquor and Tobacco licenses, as well as other miscellaneous licenses, including performing all necessary background checks and board actions. 
• Performs all Customer Service Specialist duties as needed to maintain a high level of service for the public. 
• Maintains in-depth knowledge on software applications with the ability to bring forward ideas on changes or enhancements that would increase effectiveness and or accuracy. 
• Performs supervisory duties as defined in MN Statute 179A.03 Subd. 17.
• Works the days and hours necessary to perform all assigned responsibilities and tasks. Must be available (especially during regular business hours or shifts) to communicate with other employees, supervisors, customers, vendors, and any other person or organization with whom interaction is required to accomplish work and employer goals. 
• Performs other related duties as required or assigned.

MINIMUM QUALIFICATIONS

Requires equivalency of an Associate's Degree in Business Administration or related field and five years of progressively responsible, related experience working in Customer Service or Office Management. Must obtain Title and Registration Certification from Driver and Vehicle Services within 6 months of hire. One must maintain these certifications throughout employment. Must possess a valid driver's license and a reliable form of transportation for the performance of work responsibilities.

PREFERRED QUALIFICATION(S)

Experience working at a service counter or in a service center environment and supervisory experience are preferred.

SUPERVISORY CONTROLS

The employee is under the general supervision and guidance of the Property & Customer Service Manager. Work is performed in accordance with state and federal statutes with minimal supervision. The employee exercises independent judgment in implementing new work methods and procedures.

The incumbent directs and oversees the work of others in collaboration with the Property & Customer Service Supervisor, including, program/service planning and delivery, personnel selection, evaluation of work performance, training, and disciplinary activities. Provides support and guidance to all the Property & Customer Service Specialists as needed. Performs supervisory duties as defined in MN Statute 179A.03 Subd. 17.

The incumbent promotes employee professional development and provides coaching and mentoring to others.

CORE COMPETENCIES AND ABILITIES

Customer Service - Delivers government services in a respectful, responsive, and solution-oriented manner.

Communication - Is always clear about what we're doing and why we're doing it.

Collaboration - Works with partners – communities, schools, faith groups, private business, and non-profit agencies – to see that services are not duplicated but rather are complimentary, aligned, and provided by the partners who can deliver the service most effectively.

Stewardship - Works proactively to make investments, guided by resident input, which will transform lives, communities, and government.

Empowerment - Works with individuals and families to affirm strengths, develop skills, restore hope, and promote self-reliance.

Resiliency - Fosters public preparedness and responds when families and communities face health and safety emergencies.

Innovation - Takes informed risks to deliver services more effectively and learns from successes and failures.

Knowledge – Knowledge of county policies, procedures, and labor contracts.

Knowledge of supervisory principles.

Knowledge of basic accounting and office procedures.

Knowledge of excellence in customer service.

Knowledge of applicable federal, state, and local laws and regulations.

Knowledge of Real Estate principles, Motor Vehicle, and Vital Statistics rules and regulations.

Knowledge of permitting rules, procedures, and practices. 

Knowledge of licensing rules and practices in the State of MN.

Abilities – Ability to oversee and manage the daily operations of a customer service center. 

Ability to work with others in a customer service delivery capacity.

Ability to effectively plan, assign, train, organize, and direct staff to create and maintain high quality service. 

Ability to work without close supervision. 

Ability to make independent decisions about the correct choice of procedure to follow.

Ability to create, read, and analyze policies and procedures.

Ability to possess and maintain professionalism in arenas of conflict.

Ability to organize and manage time while maintaining a strong attention to detail.

Ability to audit and reconcile financial transactions and statements; ability to problem-solve.

Ability to communicate effectively both orally and in writing.

Ability to speak, present, and interact in public arenas with composure, professionalism, and discretion.

Ability to operate calculators, office equipment, and a variety software programs, and State systems, related to the job.

Ability to provide leadership and training to staff.

Ability to use MS Office and other software for the performance of essential duties.

Ability to use appropriate discretion in dealing with matters of a confidential nature.

WORK ENVIRONMENT AND PHYSICAL DEMANDS

Typical characteristics of the regular, ongoing work environment of this position requires inside work, typically in an office setting. The position is multi-task oriented and includes periods of stress when balancing multiple and varied needs/demands of services.

Physical activities include sedentary to light work: Reaching, sitting, standing, walking, pushing, lifting, pulling, fingering, grasping, feeling, stooping, talking, hearing, seeing, and repetitive motions. Lifts and/or navigates up to 35 pounds on a routine basis in handling files and equipment necessary for performing the essential duties of the job.

SELECTION PROCESS

Selection for this position will be based on a minimum qualifications screening and rating of training and experience. Top candidates will be forwarded to hiring manager or supervisor for consideration for interview and/or additional assessments. Final selection will include a background check and approval by the County Board.