Customer Service Supervisor - PN 20065854 - Dayton
About The Position
Under general direction, supervises & directs customer service assistants, Administrative Professional 1’s & clerical staff activity in the Dayton District Office; develops & implements policies & procedures to respond to complaints and/or requests for information from legislative offices, employers, injured workers, attorneys, representatives; assists with inquiries, requests for corrected orders, and handles sensitive matters. Make recommendations to the Program Administrator regarding policy & procedures changes to assure the efficient processing of claims. Monitors production needs & assigns personnel to complete priority work & timeframe sensitive issues such as scanning, action items, action documents & fax queues & the shipment of documents. Interviews & selects applicants, completes performance evaluations, issues discipline & approves /disapproves requests for leave & time sheets. Trains new personnel in agency policies & procedures; conducts staff meeting to discuss objectives related to customer service & clerical duties. Participates in all management training & seminars; represents agency at meetings regarding customer service & clerical issues; serves as liaison with Human Resources Prepares weekly & monthly reports; responsible for records management coordination; analyzes daily, weekly & monthly Information Technology reports. See the attached position description for more details regarding this position.
Requirements
- 12 mos. trg. or 12 mos. exp. as ombudsman in governmental agency or private sector.
- Or 12 mos. exp. as Customer Service Assistant 3, 64433, for assigned agency.
- Or equivalent of Minimum Class Qualifications for Employment noted above.
- Job Skills: Customer Service
- Technical Skills: Customer Service, Interviewing, Professional
- Professional Skills: Developing Others, Performance Management, Problem Solving, Verbal Communication, Written Communication
Responsibilities
- Supervises & directs customer service assistants, Administrative Professional 1’s & clerical staff activity
- Develops & implements policies & procedures to respond to complaints and/or requests for information from legislative offices, employers, injured workers, attorneys, representatives
- Assists with inquiries, requests for corrected orders, and handles sensitive matters
- Makes recommendations to the Program Administrator regarding policy & procedures changes to assure the efficient processing of claims
- Monitors production needs & assigns personnel to complete priority work & timeframe sensitive issues such as scanning, action items, action documents & fax queues & the shipment of documents
- Interviews & selects applicants, completes performance evaluations, issues discipline & approves /disapproves requests for leave & time sheets
- Trains new personnel in agency policies & procedures
- Conducts staff meeting to discuss objectives related to customer service & clerical duties
- Participates in all management training & seminars
- Represents agency at meetings regarding customer service & clerical issues
- Serves as liaison with Human Resources
- Prepares weekly & monthly reports
- Responsible for records management coordination
- Analyzes daily, weekly & monthly Information Technology reports
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
