Customer Service Supervisor – Department of Human Services

El Paso County•El Paso, CO

7d•Onsite

About The Position

El Paso County Department of Human Services is seeking a Customer Service Supervisor to oversee lobby and reception areas, ensuring efficient operations and client satisfaction. This role involves leading a team, managing program assignments (which may include lobby oversight, satellite locations, or the Electronic Benefits Transfer (EBT) program), and ensuring clients are connected with necessary resources. The ideal candidate is a calm, confident leader adept at de-escalation, problem-solving, and guiding both clients and staff with professionalism. Success requires adaptability, sound judgment, strong organizational skills, and the ability to balance customer service, data analysis, and operational oversight. This position is in-person only, with an anticipated work schedule of Monday – Friday, 7:30 am – 5:00 pm, requiring flexibility. Additional background checks may be required due to the sensitive nature of the role.

Requirements

High school diploma or equivalent education.
Four years of customer service experience; two years of the required experience must be in a large organization or in the human services field.
Ability to efficiently plan, schedule, and organize.
Ability to prioritize and complete tasks in a timely manner.
Ability to respond in a flexible manner and reprioritize work as situations change.
Ability to lead, manage, and train others; ability to objectively review the performance and work of employees.
Ability to communicate and work effectively with co-workers, other DHS personnel, clients, other agencies, and the public.
Ability to provide excellent customer service.
Ability to assess situations and make prudent and appropriate decisions; ability to apply conflict resolution and problem-solving skills.
Ability to use standard office equipment, including computer, fax machine, copier, and telephone.
Maintain regular and punctual attendance.
Must possess and maintain a valid driver's license.

Nice To Haves

Bachelor's degree in business administration or a related field.
Demonstrated leadership or supervisory experience.
Experience working in a high-volume environment.
Bilingual in English and Spanish.

Responsibilities

Supervises and trains employees who provide visitor and client reception, customer service support, and program oversight.
Ensures the efficient operation of the lobby and reception areas, including answering inquiries, providing referrals, and problem resolution.
Oversees assigned program area in accordance with strict State, Federal, County, and Agency guidelines, monitoring for accuracy and fiscal accountability.
Addresses client concerns, resulting in appropriate problem resolution.
Supervises assigned staff, including scheduling, assigning, and monitoring work to ensure accuracy, efficiency, and high levels of customer service.
Conducts unit meetings and provides continued and up-to-date training and guidance.
Conducts performance evaluations and motivates employees to achieve peak productivity and performance; participates in the hiring and disciplinary processes.
Establishes and maintains current customer service expectations and ensures performance standards are met by staff and volunteers.
Collaborates with various programs and lobby staff to ensure compliance with program and Agency policies and procedures.
If assigned to the EBT program, responsible for oversight of multiple EBT issuance locations, including satellite offices, as well as EBT inventory and supplies, including tracking, ordering, and verifying inventory.
Ensures the security of EBT inventory and supplies.
Conducts regular EBT reconciliations with staff to ensure fiscal accountability for EBT issuance and State and County audits.
Ensures that separation-of-duties requirements for the EBT program are met.
Responsible for distributing and recording county petty cash for DHS; performs routine audits.
Attends training and workshops; ensures staff attend appropriate training as required.
Provides lobby support to other units as needed.
Performs other duties as required.