Customer Service Supervisor na Unified Government of Athens-Clarke County, GA
Unified Government of Athens-Clarke County, GA · Athens, Estados Unidos Da América · Onsite
- Professional
- Escritório em Athens
About the Department
FLSA STATUS: Exempt - Executive
CLASSIFICATION: Personnel System; Requires satisfactory completion of a six month probationary period.
PAY GRADE: 116
SAFETY SENSITIVE: No
Purpose of Job
The purpose of this job is to perform supervisory functions associated with managing the day to day operations of the Construction Division permit operations unit. Duties and responsibilities include, but are not limited to: supervising customer service/permit specialist functions and call center, etc; coaching staff; maintaining accurate records of payments and bank deposits; resolving customer complaints, problems and requests; supervising assigned staff; auditing and balancing financial records; provides Staff training and use of the Clariti software application, and performing additional tasks as assigned.
Job Related Requirements
May be required to work on religious holidays.
Regular and predictable attendance is required.
Must work cooperatively with others.
When requirements include vehicle operation, responsible for the safety, readiness and operation of the vehicle and must abide by ACC's safe driving policy.
Position Duties
High school diploma or equivalent with two years of experience involving customer service, bookkeeping and/or billing procedures, permit review and issuance, or related experience required; or any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this position.
One year of supervisory experience is required.
ICC certification as a Permit Specialist required or obtain within 12 months of hire
Must possess a valid driver's license.
Minimum Qualifications
The following duties are normal for this job. These are not to be construed as exclusive or all-inclusive. Other duties may be required and assigned.
Supervises and evaluates assigned staff, handles all employee concerns, directing work assignments, counseling and disciplining employees when necessary, and completing employee performance appraisals. Providing day-to-day leadership and leading the team to success in achieving customer service goals.
Ensuring that all customer service/permit specialist employees are properly trained/cross trained and comply with department policies.
Manage and develop customer service/permit specialist professionals who are responsible for customer support including answering questions and resolving issues regarding customer accounts. Setting goals and monitor for telephone contact (average handled time, quality assurance, etc.)
Provide training and instructions on use of assigned computer application programs i.e. billing software, Clariti software application
Responsible for managing and implementing customer satisfactions measurements and delivering and implementing improvements based on those measurements.
Receives returned checks from the bank; charges and annotates accounts; generates notices to customers; coordinates permit fee payment and receipt
Resolves serious or complex customer complaints or problems not resolved by the customer service staff/permit specialist staff
Provides information to customers regarding Athens-Clarke County Government policies, permit fees, reinspection fees, and other applicable fees and charges.
Initiate, modify, and maintain payments received electronically.
Balances cash receipts daily; maintains accurate ledger account of monies received; prepares bank deposits daily.
Assist with reconciling bank statements with the Finance department and our Banking Institution; research any discrepancies pertaining to the Construction Division.
Oversees the collection of fees for the Construction Division; balance cash and prepares bank deposits daily. Provide information to customers regarding Permit applications.
Maintains records of all returned checks on computer database; balances and runs monthly reports.
Reviews all adjustments to customers' accounts, apply as needed, including reversing payments, correcting misapplied payments, refunding overpayments, etc.
Supervises the preparation of the daily cash report of collection payments by cash/check , electronic payments, credit card and how many payments received logs and verifies all daily deposits.
Establishes new residential/commercial accounts; closes accounts; transfers accounts as needed.
Reviews, approves and post over payments of final accounts for refund to customer.
Reviews approves, and post misapplied payments adjustments generated by customer service/permit technician staff.
Create new bank codes for bankdrafting purposes in Clariti database; process bankdraft reports as scheduled.
Communicates audit/operational standards to staff, performs and reviews internal audits, ensuring adherence to policies and procedures
Interviews job applicants; makes recommendations concerning potential new employees.
Makes budgetary recommendations.
Performs the duties of the Permit Specialists as needed.
Receives and/or prepares reports, correspondence, forms and other documentation; reviews, processes and/or forwards as appropriate; maintains records; performs other clerical duties.
Answers telephone; provides information, advice and guidance; takes and relays messages and/or directs calls to appropriate personnel; returns calls as necessary.
Responds to routine requests for information from officials, employees, members of the staff, the public or other individuals.
Performs other related duties as required.
Knowledge, Skills and Abilities
Knowledge of the policies, procedures, and activities of the Building Inspection Department as they pertain to the performance of duties relating to the position of Customer Service Supervisor.
Knowledge of the terminology used within the department.
Knowledge of unified government and departmental policies and procedures pertaining to permit review and issuance
Knowledge of computerized permit systems, and permit fees, and water meter and sewer connection fees.
Knowledge of general office procedures, bookkeeping practices, and maintaining accurate accounts.
Preferred knowledge of Clariti software associated with customer billings, account information, and on-line customer portal.
Skill in organizational, supervisory, and human relation techniques.
Skill in interpersonal communications, and oral and written communications.
Skill in utilizing various software programs relevant to the position.
Ability to compile, organize, prepare and maintain an assortment of records, reports and information in an effective manner and according to departmental and/or governmental regulations.
Ability to communicate effectively with supervisors, and other staff members.
Ability to use independent judgment in routine and non-routine situations.
Ability to handle required mathematical calculations.
Ability to utilize and understand computer applications and techniques as necessary in the completion of daily assignments.
Ability to plan, organize and/or prioritize daily assignments and work activities.
Ability to comprehend and apply regulations and procedures of the department.
Ability to operate various machinery and office equipment including a motor vehicle, computer, printer, typewriter, calculator, copier, mail opening machine, two-way radio, and telephone.
Ability to work under pressure and meet deadlines, with the ability to adapt quickly to changing requirements.
Other Qualifications
PHYSICAL REQUIREMENTS: Must be physically able to operate a variety of machinery and equipment including a motor vehicle, computer, printer, typewriter, calculator, copier, mail opening machine, two-way radio, and telephone. Must be able to exert up to 10 pounds of force occasionally. Physical demand requirements are at levels of those for sedentary work.
DATA CONCEPTION: Requires the ability to compare and or judge the readily observable functional, structural, or compositional characteristics (whether similar to or divergent from obvious standards) of data, people, or things.
INTERPERSONAL COMMUNICATION: Requires the ability to speak and/or signal people to convey or exchange information. Includes giving/receiving assignments and/or directions to/from co-workers, assistants or supervisors.
LANGUAGE ABILITY: Requires ability to read a variety of informational documentation, directions, instructions, methods and procedures. Requires the ability to prepare letters, reports, forms, etc., using prescribed formats and conforming to all rules of punctuation, grammar, diction, and style. Requires the ability to speak to individuals with poise, voice control, and confidence.
INTELLIGENCE: Requires the ability to learn and understand relatively basic principles and techniques; to acquire and be able to expound on knowledge of topics related to primary occupation; and to make independent judgment in the absence of management.
VERBAL APTITUDE: Requires the ability to record and deliver information, to explain procedures, and to follow oral and written instructions. Must be able to communicate effectively and efficiently in a variety of administrative, technical or professional languages including terminology related to public utilities, bookkeeping, and radio dispatching.
NUMERICAL APTITUDE: Requires the ability to utilize mathematical formulas; add and subtract totals; multiply and divide; determine percentages; compute discount/interest; perform calculations involving variables, formulas, square roots, and polynomials.
FORM/SPATIAL APTITUDE: Requires the ability to inspect items for proper length, width, and shape, visually with a variety of machinery and equipment including a motor vehicle, computer, printer, typewriter, calculator, copier, mail opening machine, two-way radio, and telephone.
MOTOR COORDINATION: Requires the ability to coordinate hands and eyes in using office equipment.
MANUAL DEXTERITY: Requires the ability to handle a variety of items such as automated office equipment, office supplies, computer supplies, and accounting supplies. Must have the ability to use one hand for twisting or turning motion while coordinating other hand with different activities. Must have minimal levels of eye/hand/foot coordination.
COLOR DISCRIMINATION: Requires the ability to differentiate between colors and shades of color.
INTERPERSONAL TEMPERAMENT: Requires the ability to deal with people beyond giving and receiving instructions. Must be adaptable to performing under minimal stress when confronted with an emergency.
PHYSICAL COMMUNICATION: Requires the ability to talk and/or hear: (Talking - expressing or exchanging ideas by means of spoken words). (Hearing - perceiving nature of sounds by ear). Must be able to communicate via telephone and two-way radio.
ACCGov is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. ACCGov is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation to participate in the job application or interview process, contact Leah Jagatic, HR Coordinator, Human Resources, 762-400-6370 or [email protected].
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