Customer Service Supervisor

Okaloosa County Clerk of Courts•Crestview, FL

23h

About The Position

This position provides direct oversight and coordination of activities for the assigned Customer Service location while utilizing available resources to strengthen operational efficiency and effectiveness of the assigned area, as well as the organization. This position reports to the Customer Services Manager. Job Functions: The functions and responsibilities outlined below are intended to be representative of this position. However, the omission of an essential function does not preclude management from assigning duties not listed if such functions are a logical assignment to the position. Demonstrate organizational culture and align actions with organizational values Adhere to the organization’s policies, procedures, mission, vision, and beliefs Display exceptional customer service traits in an orderly and professional manner Manage assigned staff to ensure customer service standards, deadlines, and proper procedures are in place and compliance is observed Promote diversity and creativity within assigned areas to enhance performance, teamwork and interdepartmental collaboration Accountable for the coordination of assigned functions within the team and other processes Coordinate and actively participate in team meetings and/or other relevant events Ensure team tasks/functions are completed accurately within the parameters of established performance measures and are in compliance with governing statutes/rules Approval of time sheets, approval of leave requests, and tracking attendance of assigned staff to ensure adequate staffing levels Assist in creating and updating policies and/or procedures and best practices Clearly communicate relevant updates regarding standard operating procedures and potential issues to management/leadership in a timely manner Review/analyze work product, to include feedback to the team, to ensure adherence to procedures and, as applicable, identify training needs Exercise, monitor, and enforce rules of confidentiality in accordance with Florida Statutes in handling case information, both written and verbal Schedule team members to ascertain appropriate coverage for assigned tasks/functions Pursue development of tasks/functions to promote efficiency and effectiveness Assist in the formulation of metrics and targets for team members and Customer Service Provide team with guidance in handling difficult and/or complex situations; as necessary, participate in problem resolution of escalated complaints and/or disputes Communicate with applicable leadership in implementing corrective action to resolve team friction and/or performance deficiencies In the event of an emergency, expected to perform duties outside of normal classification Consistent and reliable attendance required Travel to alternate office location if necessary

Requirements

Excellent verbal and written communication skills
Strong administrative and organizational skills
Strong focus on attention to detail
Ability to use discretion with confidential information
Strength in analyzing work products and resolving anomalies
Ability to work in both independent and team environments
Comprehensive knowledge of rules, regulations, and laws pertaining to assigned areas
Knowledge of the functions, services, regulations, and policies/procedures of the Clerk’s office, as well as specific knowledge of assigned area(s) of responsibility, and ability to perform related specialized tasks
Application of supervisory and managerial techniques in planning, prioritizing, organizing, follow-up, and oversight of assigned staff, to include delegation of tasks and responsibilities
Ability to maintain effective working relationships in a collaborative team environment
Competent computer skills
Valid Driver’s License (some travel may be required)
High School Diploma or equivalent required
2 years of recent and relevant experience in a supervisory capacity preferred

Nice To Haves

Associate's degree from an accredited college or university preferred.

Responsibilities

Demonstrate organizational culture and align actions with organizational values
Adhere to the organization’s policies, procedures, mission, vision, and beliefs
Display exceptional customer service traits in an orderly and professional manner
Manage assigned staff to ensure customer service standards, deadlines, and proper procedures are in place and compliance is observed
Promote diversity and creativity within assigned areas to enhance performance, teamwork and interdepartmental collaboration
Accountable for the coordination of assigned functions within the team and other processes
Coordinate and actively participate in team meetings and/or other relevant events
Ensure team tasks/functions are completed accurately within the parameters of established performance measures and are in compliance with governing statutes/rules
Approval of time sheets, approval of leave requests, and tracking attendance of assigned staff to ensure adequate staffing levels
Assist in creating and updating policies and/or procedures and best practices
Clearly communicate relevant updates regarding standard operating procedures and potential issues to management/leadership in a timely manner
Review/analyze work product, to include feedback to the team, to ensure adherence to procedures and, as applicable, identify training needs
Exercise, monitor, and enforce rules of confidentiality in accordance with Florida Statutes in handling case information, both written and verbal
Schedule team members to ascertain appropriate coverage for assigned tasks/functions
Pursue development of tasks/functions to promote efficiency and effectiveness
Assist in the formulation of metrics and targets for team members and Customer Service
Provide team with guidance in handling difficult and/or complex situations; as necessary, participate in problem resolution of escalated complaints and/or disputes
Communicate with applicable leadership in implementing corrective action to resolve team friction and/or performance deficiencies
In the event of an emergency, expected to perform duties outside of normal classification
Consistent and reliable attendance required
Travel to alternate office location if necessary