Customer Service Supervisor - Glendale, United States - City of Glendale, AZ

City of Glendale, AZ

Verified Company

Glendale, United States

2 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

Description:

The City of Glendale's
generous benefits package
includes:

Leave Accruals
-
Vacation: 17 days annually, up to 24 days annually based on years of service:

Holidays: 11 paid holidays per year:

-

Sick Leave: 14 days per year

Retirement:

Arizona State Retirement System*
Mandatory employee contributions of 12.29% are matched by the City.

Medical

Three options administered by Blue Cross Blue Shield Arizona. The city contributes $1,000 annually to Health Savings Account when high deductible health plan is selected.
Healthcare Cost Reduction incentives up to $360/year are available to participating employees.
Comprehensive Employee Wellness Program.

Dental

Two options administered by Delta Dental

Vision

Administered by United Healthcare

Life

City paid life insurance equal to annual salary rounded to nearest thousand.

Performs advanced journey-level paraprofessional and technical accounts maintenance work and direct supervision of staff in one or more of the following assigned areas within the Budget &

Finance Department:
Customer Service call center, billing operations, cashiering, and business license registration.

This is accomplished by supervising, directing, coordinating, and reviewing the work of the customer service staff directly and/or through a lead worker.

Essential Functions:

NOTE:
Specific functions, required knowledge, skills & abilities may vary depending on area of assignment.

Plans, organizes, and supervises staff in the daytoday activities of the customer service operations; implements minor changes and makes recommendations for major changes to the operating policies and procedures; assigns work; evaluates processes and implements changes as needed to improve workflow and productivity.
Develops, implements, and monitors work plans to achieve goals and objectives of the Budget & Finance Department and City government.
Participates in developing recommendations related to budget issues, internal controls, personnel issues and compliance with City, State and Federal ordinances, laws and guidelines.
Interprets codes, laws and City ordinances and provides information to the public or city staff in order to communicate departmental policies and procedures.
Maintains department customer service standards; ensures customers receive timely assistance and accurate information.
Maintains the call center and cashiering areas staffing schedules to ensure established service levels are met.
Responds to and resolves complaints and more difficult customer inquiries in order to ensure resolution; conducts research, provides solutions to problems and corrects errors; ensures staff compliance with customer service goals.
Performs financial duties by processing payments, making and verifying journal entries, preparing daily deposits, monitoring overages and shortages, researching discrepancies, processing payroll, reconciling accounts.
Continuously looks to improve operations through employee development and training, workflow, analysis, and enhanced technology; provides recommendations for management control and financial management procedure.
Performs other related duties as assigned.

Minimum Qualifications/Special Requirements/Success Factors:

Associate's degree in Accounting, Finance or a related field and four years of experience in accounting, or closely related financial activity including one year of lead or supervisory experience.

Knowledge of:

Effective Supervisory techniques and practices
Modern bookkeeping, record keeping, and accounting principles
Pertinent Federal, state and local laws, codes and regulations related to the assigned area
Customer problem/complaint resolution principles and practices
Public relations and customer service skills and techniques
Research techniques, methods and procedures
Personal computers and related software

Ability to:

Supervise, train, develop and evaluate employees
Prioritize and assign work
Make mathematical calculations and draw logical conclusions
Prepare accounting reports and statements; analyze and evaluate accounting and auditing problems
Develop, prepare, review, and maintain accounting data and a variety of financially-related reports and/or statements
Perform a wide variety of duties and responsibilities with accuracy and speed under the pressure of time-sensitive deadlines
Communicate effectively verbally and in writing
Mediate conflict
Establish and maintain effective working relationships with coworkers, supervisor, the general public, etc. to sufficiently exchange or convey information and to receive work direction