CUSTOMER SERVICE SUPERVISOR (TRANSIT)

General Description
Supervisory and administrative work in the collection and management of revenue accounts and the customer service program in the field and office.

Ability to work various shifts and times to cover 24/7 Operation (including evenings, weekends and holidays, as needed), & ability to report to multiple work locations, as needed.

Works under general supervision, independently developing work methods and sequences.

Minimum Education and Experience Requirements
Requires two (2) years in customer service work, sales and cash handling or closely related experience including six (6) months of lead work/supervisory experience.

Special Certifications and Licenses

Duties and Responsibilities

The functions listed below are those that represent the majority of the time spent working in this class. Management may assign additional functions related to the type of work of the job as necessary.

Monitors and oversees the processing and collection of all payment activities to ensure payment files are uploaded timely, the proper cash handling procedures are being followed by cashiers and that cash receipts are prepared accurately.

Handles difficult customer situations involving account disputes and/or collections.

Makes appropriate adjustments to accounts for purposes of recovering or crediting funds.

Communicates with others to maximize the effectiveness and efficiency of interdepartmental operations.

Oversees staff daily performance to ensure customers are handled efficiently and effectively. Offers knowledge and guidance to Customer Service Representatives (CSR) when unsure of how to handle a particular question or situation. Advises staff of assigned tasks to complete.

Assists staff with daily task such as opening/processing of mail-in payments, keying data entry, return check processing, back-up cashiering, scanning, or processing cash receipts and lien search requests.

Researches and evaluate complaints and employee grievances as per department policies and procedures and union contracts. Participates in pre-disciplinary and disciplinary meetings with employees/unions/management.

Assists with Community Outreach events via dissemination of information to public.

Maintains/updates various databases/software to ensure accuracy.

Assists in disseminating information on Hurricane evacuation.

Evaluates statistical call center data as it pertains to employee and department performance via evaluation of statistical data obtained from various databases.

Assists in hiring, interviewing and selection of qualified candidates via participation in interviews with management and Human Resources.

Acts as liaison between various departments regarding operations.

Performs related work as assigned.

Competencies

• Manages Complexity:
  Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems. Looks at complex issues from multiple angles; explores issues to uncover underlying issues and root causes; sees the main consequences and implications of different options.
• Decision Quality:
  Makes good and timely decisions that keep the organization moving forward. Knows when to act independently and when to escalate issues. Integrates various inputs, decision criteria, and trade-offs to make effective decisions. Typically makes good independent decisions.
• Directs Work:
  Provides direction, delegating, and removing obstacles to get work done. Delegates tasks, providing generally clear expectations to staff. Coordinates and integrates the team's work, reducing duplication. Measures team progress using the right indicators; recognizes when problems or shortfalls occur.
• Ensures Accountability:
  Holds self and others accountable to meet commitments. Accepts responsibility for own work, both successes and failures. Handles fair share and does not make excuses for problems. Usually meets commitments to others.
• Interpersonal Savvy:
  Relates openly and comfortably with diverse groups of people. Takes time to build rapport in meetings; speaks about common interests and priorities; shows tact and sensitivity in difficult interpersonal situations. Maintains productive relationships with a wide variety of people and from a range of backgrounds.
• Communicates Effectively:
  Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences. Listens attentively and takes an interest. Keeps others well informed; conveys information clearly, concisely, and professionally when speaking or writing.
• Situational Adaptability:
  Adapts approach and demeanor in real time to match the shifting demands of different situations. Swiftly and easily adapts approach to a wide array of different or changing situations. Is inquisitive about evolving situations; identifies how to adapt early.

Physical Demands

Physical demands refer to the requirements for physical exertion and coordination of limb and body movement.

Performs light work that involves walking or standing most of the time and involves exerting up to 20 pounds of force on a regular and recurring basis, or skill, adeptness and speed in the use of fingers, hands or limbs on repetitive operation of mechanical or electronic office or shop machines or tools within moderate tolerances or limits of accuracy.

Unavoidable Hazards (Work Environment)

Unavoidable hazards refer to the job conditions that may lead to injury or health hazards even though precautions have been taken.

Involves routine and frequent exposure to toxic/caustic chemicals; explosives; violence.

All Broward County employees strive to demonstrate the County's four core behavioral competencies.

Broward County is an Equal Opportunity Employer committed to inclusion. Broward County is committed to providing equal opportunity and reasonable accommodations to qualified persons with disabilities. We support the hiring of people with disabilities; therefore, if you require assistance due to a disability, please contact the Professional Standards Section in advance at 954-357-6500 or email Profstandards@broward.org to make an accommodation request.

Note: During emergency conditions, all County employees are automatically considered emergency service workers. County employees are subject to being called to work in the event of a disaster, such as a hurricane, or other emergency situation and are expected to perform emergency service duties, as assigned.

All Broward County employees must serve the public and fellow employees with honesty and integrity in full accord with the letter and spirit of Broward County's Employee Code of Ethics, gift, and conflict of interest policies.

All Broward County employees must establish and maintain effective working relationships with the general public, co-workers, elected and appointed officials and members of diverse cultural and linguistic backgrounds, regardless of race, color, religion, sex, national origin, age, disability, marital status, political affiliation, familial status, sexual orientation, pregnancy, or gender identity and expression.