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Job Title:  

Customer Svc Rep Spv 2

Job Requisition ID:

JR0000001931

Number of Openings:

1

Shift:

Day (United States of America)

Compensation Details:

$41,569.83 - $54,428.52

Job Description:

Job Summary (paragraph or summarized statement about the position):

Oversees staff who communicate with internal and external customers to provide targeted information and recommendations.  Plans and directs the work of assigned personnel.  Resolves complex customer service issues by researching governing statutes, rules and procedures to respond effectively to stakeholders.

Job Duties and Responsibilities (overall tasks and expectations of the position):

• Responsible for all supervisory activity of the Customer Lobby and Administrative Services Team up to and including, hiring, recognition, employee time management, on-boarding, setting performance and development expectations, etc.
• Advises the Administrative Services Manager on critical customer service issues, metrics, trends and solutions.
• Tracks and provides data upon request to identify opportunities to improve service delivery and the overall constituent experience.
• Provides Constituent and Administrative Services Team direction on daily operations and professional development necessary to ensure the team effectively meets its objectives.
• Coordinates with other vital records units to provide support needed to effectively address constituents’ more complex requests. 
• Provides weekly and monthly reports.
• Works with IT to identify and resolve technical issues with related vital records systems.
• Ensures accurate reconciliation of daily cash drawers, prepares and/or verifies deposits, and performs other financial duties.
• Supports Customer Lobby operations during staff shortages and/or customer lobby overflow.
• Ensures timely and accurate processing and distribution of mail received daily.
• Creates and maintains a team environment to ensure the success of the Program.
• Maintains optimal operation of the Pitney Bowes mail meter and cutting machines while monitoring meter balances and scheduling services as needed.
• Assist the Administrative Services Manager in overseeing the agency security operations and the janitorial team, serving as the secondary liaison.
• Provides backup facility support by submitting, processing, and verifying the completion of all work orders.

Minimum Qualifications (based on the job code):

High school diploma/GED and six (6) years in a lead worker, team leader, or supervisory role in a customer service setting communicating information; or four (4) years of experience required at the lower-level Customer Svc Rep Spv (GST123).

Preferred Qualifications (based on the needs of the position):

Bachelor's degree from an accredited college or university AND Four years of lead/supervisory experience in a customer service setting communication information OR Six years of lead/supervisory worker experience in a customer service setting communicating information OR Four years of experience required at the lower-level Customer Svc Rep Supervisor (GST123) or position equivalent.

• 2 years or more team lead experience, demonstrating ability to positively impact the overall customer service experience.
• Strong supervisory skills: ability to provide day-to-day directions and implements new processes and programs to increase operational and fiscal efficiencies and integrity.
• Excellent customer service communication, interpersonal and conflict resolution skills.
• Able to work and lead others effectively in a fast-paced, changing environment.
• Must be proficient with Microsoft Office products (e.g. Word, Excel). 
• Experience managing and processing high volume customer requests and fees. 
• Strong judgment and creative problem-solving skills, specifically related to new process design and change management to enhance customer service and quality. 
• Bilingual/Spanish Fluency.

Minimum Qualifications:

High school diploma/GED and six (6) years in a lead worker, team leader, or supervisory role communicating information in a customer service setting; or four (4) years of experience required at the lower level Customer Svc Rep Spv (GST123).

Equal Employment Opportunity Employer

The State of Georgia does not discriminate based on race, color, national origin, sex, religion, age, disability, or other protected categories in employment or the provision of services.
Qualified applicants may request reasonable accommodation when needed during the application and/or screening process by contacting the appropriate agency Human Resources department.