Customer Service Supervisor - 61008376 (Horry County)

State of South Carolina • Horry County, SC

1d • Onsite

About The Position

Under general supervision, the Customer Service Supervisor functions as the on-site supervisor assisting customers with vital records services at a regional office of the Division of Vital Records. The role handles customer service activities involving the acceptability of information, entitlement to requested documents, receipt and accountability of fees, issuance of documents, and initiation of amendments, including affidavits of correction, paternity acknowledgments, legitimations, court orders, and establishing delayed birth certificates.

The supervisor monitors staff performance and oversees regional office operations, including approval of work time and leave, Qflow functions, staffing and supplies, disciplinary actions, cash drawer verification, and staff meetings to train employees on vital records procedures. The role also advises staff on requests and document acceptability, reviews amendments for completeness and accuracy before they are sent to Columbia, and assists the Regional Coordinator with performance data and monthly coordination meetings. As needed, the supervisor assists customers in completing applications for certified copies of vital events and follows established policies and procedures.

Requirements

• High school diploma and relevant program experience.
• Six years of responsible clerical experience, including two years of cashiering, banking, or accounting experience.
• Three years of experience with confidential records.
• Two years of previous supervisory experience or vital records experience.
• Ability to type at a corrected rate of 45 words per minute; an on-site test is required.
• Equivalent combinations of education and/or experience demonstrating the required knowledge, skills, and abilities may be considered, subject to approval by the DPH Chief Human Resources Officer or delegate.

Nice To Haves

• At least three years of previous Vital Records experience or supervisory experience.
• Associate or bachelor's degree.
• Bilingual in Spanish or English.

Responsibilities

• Assist on-site customers with vital records services, including assessing information acceptability and document entitlement, receiving and accounting for fees, and issuing documents.
• Initiate amendments, including affidavits of correction, paternity acknowledgments, legitimations, court orders, and delayed birth certificates.
• Monitor performance and supervise regional Vital Records office staff.
• Approve staff work time and leave and oversee Qflow functions, staffing, and supplies.
• Carry out disciplinary actions and verify cash drawers.
• Hold regular staff meetings and train employees on new and current vital records procedures.
• Advise staff on requests, document acceptability, record corrections, and discrepancies.
• Review amendments for completeness and accuracy before forwarding them to Columbia.
• Assist the Regional Coordinator in gathering data to support performance goals and attend monthly coordination meetings.
• Assist customers with applications for certified copies of vital events as needed, following established policies and procedures.

Benefits

• 15 days of annual (vacation) leave per year.
• 15 days of sick leave per year.
• 13 paid holidays.
• Paid parental leave.
• Health, dental, vision, long-term disability, and life insurance for employees, spouse, and children.
• South Carolina Deferred Compensation Program available.
• Retirement benefit choices: State Retirement Plan (SCRS) or State Optional Retirement Program (State ORP); enrollment in one listed plan is required for FTE employees.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED