Customer Care Team Lead

Metropolitan St Louis Sewer District•St. Louis, MO

12h•$57,371 - $88,168

About The Position

The Customer Care Team Lead oversees a customer service group performing specialized clerical work. The role schedules administrative assignments, reviews the unit’s work, trains employees on business rules, and may serve as a lead worker or acknowledged expert who resolves the most difficult problems. The position performs complex clerical and public-contact work, maintains records, prepares and reviews reports using information from multiple software applications, and gathers information for technical reports. The role uses Webbi Business Object reports to resolve issues and updates Maximo records. It oversees the work group’s review and management of Missouri One Locates and helps implement technology improvements through process development, communication, and training. The position also maintains complex reports in spreadsheets and specialized application software, and may requisition office supplies, coordinate staff attendance at meetings at remote locations, keep minutes, develop Webbi Business Object reports, and perform related work as required or delegated by a supervisor. The Metropolitan St. Louis Sewer District provides wastewater and storm water management services to residents and businesses in St. Louis City and County. The district employs more than 900 people across a range of operational and professional roles.

Requirements

High school graduation or equivalent.
Four years of progressively responsible customer service or administrative support experience in a related area.
Valid driver's license issued by the state in which the employee resides.
Must pass a Non-D.O.T. drug test.
MSD employees must have a current performance review rated meets expectations.

Nice To Haves

Thorough knowledge of appropriate administrative support methods, office practices, modern office equipment, and filing systems.
Working knowledge of the department’s function.
Working knowledge of job-related software applications.
Working knowledge of word processing, spreadsheet, and specialized software.
Considerable skill in performing office operations.
Considerable ability to operate a variety of office equipment.
Considerable ability to form effective working relationships with the public under difficult circumstances.
Considerable ability to oversee the work of others.
Ability to keep complex records and prepare detailed reports.

Responsibilities

Oversee a customer service group engaged in specialized clerical work.
Schedule administrative assignments, review the unit’s work, and train employees on business rules to meet objectives.
Serve as a lead worker or acknowledged expert and resolve the most difficult problems.
Compile, prepare, and review reports according to standard operating procedures using data from various software applications.
Perform complex clerical work, compose or type correspondence, handle difficult public-contact work for the unit, and maintain records.
Gather and organize information for technical reports.
Use Webbi Business Object reports to resolve issues and enter data to update Maximo records.
Oversee the work group’s review and management of Missouri One Locates.
Assist with technology improvements through process development, communication, and training.
Maintain complex reports in spreadsheets and specialized application software.
May requisition office supplies; coordinate staff attendance at meetings at remote locations and keep minutes; develop Webbi Business Object reports; and perform related work as required or delegated by a supervisor.