Client Services Assistant Manager

The Office of Abbey Ajayi, Broward County Tax Collector•Broward County, FL

15d

About The Position

The Client Services Assistant Manager, in partnership with the Client Services Manager, provides direction and support to staff to ensure efficient operations, achievement of Balanced Scorecard results and courteous service to clients.

Requirements

Bachelor’s degree with course work emphasis in Business Administration, Management, Public Administration or closely related field; supplemented by two (2) years progressively responsible lead worker experience that provides broad knowledge of management functions, with demonstrated communication skills; or any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this job
Must possess and maintain valid state of Florida driver’s license
In accordance with Florida Statute 322, selected applicant must possess a valid Class E or higher driver's license; not learner's license and be at least 21 years of age
Selected applicants must have no cancellations, suspensions, or revocations of the driving privilege for a minimum of three (3) years prior to employment and must also maintain a driving record with no more than three (3) chargeable motor vehicle crash or any violation defined in Chapter 316, Florida Statutes during any consecutive (3) year period of employment
Applicants being considered for employment will be required to submit to a fingerprint-based background investigation, which will include a check of the criminal history records of the FBI
Driver Licenses Examiners must meet the background standards outlined in Florida Statute 435.04, and Federal Regulations 384.228 and 1572.103. This includes, but is not limited to, not having any criminal convictions for alcohol or drug-related offenses within 10 years prior to employment and maintaining this throughout employment
Leadership
Is mission/vision focused
Maintains focus on results and goals
Manages change
Builds consensus
Relationship Management
Values and models teamwork
Committed to the highest standards of customer service and business ethics
Fosters trusting relationships with internal and external clients
Creates and maintains an environment conducive to service expectations and employee engagement
Effective Communication
Demonstrates strong written and verbal communication skills
Practices active listening
Provides actionable, diplomatic feedback to team members
Willingly shares knowledge to ensure growth and development of team members
Facilitates team meetings
Business Acumen
Manages business operations for assigned service center
Monitors key business indicators and makes adjustments, as necessary
Achieves Balanced Scorecard results
Gathers data to make reasoned, responsible decisions using critical thinking

Responsibilities

Selects, directs, and evaluates service center staff
Resolves complex issues related to driver’s licensing, vehicle and vessel registration/titling, and property, business and tangible tax payments
Ensures understanding of client service standards; creates and maintains an atmosphere conducive to service expectations
Intervenes in escalated client situations
Meets with service center staff to identify opportunities for improvement and related remedial measures. Provides coaching and documentation as appropriate
Drives daily service center performance to ensure a pro-active approach to accuracy, service and efficiency
Ensures compliance with applicable procedures, statutes, laws and codes
Assists with achievement of Balanced Scorecard results
Ensures proper operating supply levels
Ensures correction and/or appropriate voiding of transactions, as necessary
Assists with safety and security provisions for service center staff and assets, including cash and inventory
Participates in annual planning, and monitors status of plans to ensure completion
Ensures timely and accurate reporting of staff timekeeping data
Meets daily with Center management team and staff to communicate organizational information
Communicates regularly with manager
Demonstrates support for organizational initiatives