Administrative Support VII (Customer Service and Phone Room Supervisor – Tax Services)

Cook County Clerk's Office•Chicago, IL

1d•Onsite

About The Position

The Customer Service and Phone Room Supervisor (“Supervisor”) reports directly to the Tax Redemptions Manager. And also supports the Director and Deputy Clerk of Real Estate & Tax Services. The Supervisor is responsible for overseeing the day-to-day operations of the Customer Service and Phone Room Department, including but not limited to, monitoring, processing and maintenance of property tax records and ensuring the accuracy of historical tax records. The Supervisor will oversee and validate staff work at Customer Service Counter, which conducts 20-year tax searches by PIN number, and verifies and presents prior year tax bills to customers. The Supervisor also oversees the Administrative Services counter, which handles the more complex customer inquiries, government agency requests, take notices, bankruptcy requests, orders for deeds, multiple PIN searches for potential bills, and notices of extension for redemptions and all mail correspondence. The Supervisor also directs staff in the Phone Room and ensures the proper handling of phone calls and customer questions as well as the proper processing of take notices and FOIA requests. The Supervisor handles complex tax issues and troubleshoots for solutions. The Supervisor must be able to communicate with internal team members and external customers and act as a subject matter expert to other county agencies, municipal officials, tax buyers and taxpayers as it relates to CCCO’s historical property tax information.

Requirements

High school diploma, or the General Education Development ( G.E.D.) Certificate.
Five (5)-years of customer service experience.
Three (3)-years of experience working on real estate taxation issues.
Proficient in Microsoft Office Suites and/or Office 365.

Nice To Haves

Bachelor’s Degree or higher from an accredited college or university, with an emphasis in taxation, business, or closely related field.
Seven (7) years of customer service experience.
Experience supervising and/or managing employees.
Familiarity with Cook County taxing districts, tax codes, property identification numbers, and tax maps.
Knowledge of ordinances, regulations and statutes, including the Illinois Property Tax Code, which govern tax search and customer service operations.
Excellent verbal and written communications skills.
Must be self-directed, innovative and possess a positive attitude.
Demonstrate keen attention to detail, accuracy and precision.
Analytical and capable of solving complex issues.
Skilled researcher, capable of analyzing large sets of data related to a single or multiple issue simultaneously.
Ability to work independently or as a member of a team.

Responsibilities

Research and partner with other CCCO staff to analyze, audit, review and prepare consistent RE&TS processes and operating procedures surrounding the Customer Service and Phone Room functions.
Collaborate with team members to develop, implement and promote new processes and new uses for technology throughout the Customer Service and Phone Room department.
Serve as the subject matter liaison to all other governmental agencies on Customer Service and Phone Room matters.
Monitor, review, recommend and ensure proper staffing levels within the Customer Service and Phone Room department.
Monitor, review, recommend and ensure proper supply levels within the Customer Service and Phone Room department together with other departments in RE&TS.
Manage and oversee the processing of tax searches and customer service matters in compliance with the applicable Illinois statutes and county ordinances.
Resolve all escalated customer service and phone room issues.
Support FOIA Officer and Communications team in the response to FOIA, Legal, and Media requests.
Prepare and report Customer Service and Phone Room department productivity and data metrics on a consistent basis.
Review staff preparation of tax bills, tax searches, and data entry for accuracy and efficiency.
Coordinate and validate the processing and maintenance of take notices and notices of extension from tax buyers in compliance with the applicable Illinois statutes and county ordinances.
Manage and coordinate the posting of property tax information to the public record, both digitally and in paper formats, in compliance with the applicable Illinois statutes and county ordinances.
Coordinate the validation of property tax records in the preparation of tax searches and providing customer service.
Review all bankruptcy notices and delegate for processing.
The Supervisor is responsible for making sure all mail correspondence is processed and distributed accordingly.
Create and validate requested tax searches based upon historical and current year property tax data and complete fire insurance documentation for customer.
Train department staff on department initiatives, procedures, systems and policies.
Create, maintain and implement “how-to” guides and other resource aides in collaboration with applicable CCCO staff, which will be stored and accessible for all department and CCCO staff for training and development.
Coach counsel and train staff in the efficient and orderly handling of Customer Service, tax searches, data entry, prior year tax bills, take notices, notices of extension, and report preparation.
Collaborate with Communications team to update, develop, and improve existing and new materials and documentation used by the Customer Service and Phone Room Department.
Troubleshoot and resolve operational matters which occur throughout the course of each day.
Attend, facilitate and assist with CCCO presentations regarding the Customer Service and Phone Room Department.
Participate in internal and external property tax or related outreach functions which may include, but are not limited to, seminars, conferences, outreach events, legislative hearings, and court appearances.
Perform standard supervisory duties such as, but not limited to, administering discipline, monitoring attendance, and balancing department resource needs.
Ability to effectively resolve disputes with customers and/or staff or escalate to management as needed.