Client Services Supervisor

Description

The City of Lynchburg is an Equal Opportunity Employer

Ensures the delivery of excellent customer service by unit staff through the provision of customer service training, records management, mail operations, switchboard, reception areas, purchasing, fleet management and facility operations. Leads and directs the Administrative Support Unit in various and diverse office and clerical procedures.

Essential Duties

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties to provide direct or indirect service to the citizens may be assigned.

• Plans and evaluates the unit operational functions. Develops and redesigns unit functions as appropriate based on internal and external customer needs with a special emphasis on customer focused service.

• Monitors customer service issues received through Lucity looking for trends in regard to individual workers or units in general. Engages in dialog and collaborates with other unit supervisors to develop workable solutions for customer service issues.

• Trains unit and staff in excellent customer service techniques. Identifies additional external customer service training and developmental resources and makes them available for staff.

• Utilizes highly developed interpersonal skills to sensitively handle and to elicit necessary information from an extremely diverse customer population; customers who are often experiencing and/or acting out from a complex mixture of emotions. Gathers necessary information by asking specific questions or analyzing information.

• Manages the facility operations function through the supervision of the Facility Maintenance Associate, ensuring that the work environment remains safe and secure and that the facility regulations are followed.

• Manages Telecommunication Systems for the facility by monitoring and assessing the technological equipment including cell phones, TTY and other telecommunication needs ensuring proper operations and coordinating technicians for service requests.

• Maintains personnel and other administrative records including performance reviews; handles unit's disciplinary actions.

• Coordinates the process of turning surplus property of the facility back to the City; determines what equipment/property can be discarded

ADDITIONAL DUTIES AND RESPONSIBILITIES include the following:

• Other duties to provide direct or indirect service to the citizens may be assigned.

• When unusual situations occur and/or the City Manager declares a State of Emergency, all City employees may be required to accept special assignments and perform as needed to ensure appropriate service delivery.

SUPERVISORY RESPONSIBILITIES

• Directly supervises administrative service team and facility maintenance associate. Coordinates office service activities and functions. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Minimum Education and Experience Required

EDUCATION AND EXPERIENCE

Associate's degree from a two-year college with extensive (4-10 years) supervisory and customer service experience; Must have working knowledge of Microsoft Office software; or equivalent combination of education and experience.

Additional Requirements

Possession of valid Virginia driver's license and acceptable driving record according to City criteria. (See Criteria Here)

Must successfully complete IS100 and IS700 National Incident Management (NIMS) training within 90 days of employment. May also be required to complete higher levels of NIMS training as determined appropriate for the position.