Customer Service Supervisor
Supervises the support unit of the Treasurer's Office. Participates in the work of assigned staff as well as supervises, trains, and evaluates assigned staff.
The following statements are illustrative of the duties and responsibilities of the job. The organization retains the right to modify or change the duties and responsibilities of the job at any time.
Knowledge, Skills, & Abilities:
- Receives general guidance from the Treasurer's Support Supervisor.
- Exercises direct supervision over assigned support staff.Exercise direct, first-level supervision of positions, employees, operations, and activities of the Treasurer's support staff; may include coordinating staff training, assigning and reviewing work, participating in the interview and selection process, making recommendations that impact pay, status, and disciplinary action, evaluating performance independently or in conjunction with a higher-level supervisor/manager.
- Supervise and coordinate the customer service area of the Treasurer's Office, and maintain a high standard of customer service; identify deficiencies and recommend corrective action to ensure the effective delivery of service to the public.
- Responsible for the coordination and processing of imaging documents in the Treasurer's department.
- Responsible for the coordination and processing of Special Assessment Districts.
- Serve as back-up supervisor to the Treasurer's Support Supervisor in their absence.
- Perform customer service functions such as receiving and processing tax payments and answering and researching taxpayer questions; balance daily receipts; research returned mail problems.
- Calculate taxes including fees, interest, and other related charges to the taxpayer.
- Perform routine research of names, addresses, and ownership within public records to respond to public inquiries.
- Research, interpret, and explain State and Local statutes.
- Research and respond to the most difficult complaints and requests for information; compose letters as appropriate.
- Provide customer service in person and by telephone, processing and completing requests from the public and government agencies or referring client to appropriate department or staff.
- Understand bookkeeping and accounting-related entries in order to evaluate and make assessment decisions.
- Provide support in other sections of the Treasurer's Office as assigned.
- Perform other duties as appropriate or necessary for performance of the job.
- State and County laws and regulations pertaining to the Treasurer's Office and departmental policies and procedures
- Principles, practices, and objectives related to property tax collection.
- Work with mathematical formulas, percentages, fractions, and interest.
- Correct English usage, spelling, grammar, and punctuation.
- Standard and customized computer software programs used by the Treasurer's Office and in other related government departments.
- Read and interpret legal documents and maps.
- Supervisory principles, procedures, and methods including selection, training, discipline, and evaluation.
- Communicate clearly and concisely, both verbally and in writing.
- Effectively respond to conflict situations and people in conflict.
- Plan, organize, direct, and coordinate the work of others.
- Read and interpret legal documents and legal descriptions.
- Supervise and mentor support staff in a productive and positive manner.
- Analyze situations accurately and adopt an effective course of action.
- Accomplish the assigned workload by established timelines.
- Provide professional customer service to clients and public.
- Establish and maintain effective working relationships with other County employees, representatives of other agencies and organizations, and members of the community.
- Four years of experience similar to a Treasurer's Technician II or in a directly related field, such as Banking or cashiering.
- Minimum of one year of lead/supervisory experience preferred.
- High School diploma or GED required supplemented by training in an appropriate technical field, management, personnel supervision, or related field.
- Possession of, or ability to obtain, a valid Colorado Driver's license.