Customer Service Supervisor (Human Services - Business Operations Bilingual)

at  Union County NC

EDUCATION AND EXPERIENCE:

Associate’s Degree from an accredited university, and three (3) years of experience; or equivalent combination of education and experience.

SPECIAL REQUIREMENTS:

Human Service (Business Operations):
Bilingual Spanish and English
In order to perform work in this role, within (30) thirty days of employment you must provide immunization records, provide proof of immunity, or receive/start the required vaccination series, as applicable, along with complying with any necessary screenings, as required by the Union County Division of Public Health and its Healthcare Personnel Immunization and Tuberculosis Screening Policy, in accordance with applicable law.

AS PART OF THE RECRUITMENT PROCESS FOR THIS POSITION, AN ONLINE SKILLS ASSESSMENT IS REQUIRED TO TEST THE ABILITIES NEEDED TO FULFILL THE ESSENTIAL FUNCTIONS OF THIS JOB. AFTER COMPLETING THE APPLICATION, PLEASE COPY AND PASTE THE FOLLOWING LINK TO COMPLETE THE ASSESSMENT:

https://www.ondemandassessment.com/link/index/JB-3XG5HN0W9?u=86102
Please note: Any candidates (internal or external) not taking the required tests as part of the application process will not be considered. Internal candidates that have taken the CSAP & CBST within the past 30 days are not required to retake.

ESSENTIAL FUNCTIONS

Plans, organizes, schedules, and supervises daily activities by matching priorities, workload, and available personnel in order to maintain optimal productivity.
Monitors, measures, and trains assigned staff to improve effectiveness and efficiency and to ensure prompt & courteous service. Meets regularly with staff to offer support and guidance; analyzes and evaluates customer service issues and recommends and implements solutions.
Researches and responds personally to the most complex customer concerns and problems or to those situations where the customer wishes to deal with someone in a higher-level position Responds to requests for information from department management regarding individual situations or customer service operations.
Communicates and interacts with the general public, departmental personnel and other County service areas as necessary for accurate and efficient handling of customer service issues.
Screens job applicants; interviews and selects job candidates; and prepares appropriate forms for personnel transactions.
Assesses on-going training needs; assists in developing a training plan for new and existing employees (works with other departments to schedule training); arranges employee training and conducts on-the-job training, including cross-training; evaluates the training process and recommends additional training as necessary.
Conducts performance evaluations and discusses individual performance with employees; maintains data pertinent to evaluations; establishes performance levels and ensures these levels are maintained; counsel employees with personal problems or attitude problems that affect the work environment.
Administers and ensures compliance with all existing organizational policies, procedures, ordinances, regulations, and standards as they relate to services and account maintenance.
Recommends revision to current procedures, creates and documents new procedures, create and update training documents.
Reviews, investigates, and corrects errors and inconsistencies in data entries, transactions, documents, procedures, and reports.
Performs other related duties as assigned.