Customer Service Supervisor

                             JOIN OUR TEAM AS A CUSTOMER SERVICE SUPERVISOR!

Title:  Customer Service Specialist

Department: Utilities Customer & Information Services

Location:  Dade City & Land O' Lakes & New Port Richey & Wesley Chapel, Florida

Salary Range: $52,243.00 - $73,140.00

Job Type: Full Time

Closing Date:  Thursday 03/20/2025 11:59 PM Eastern Time

General Description: Performs supervisory-level work within the Customer Information & Services Department of the Public Infrastructure Branch. Oversees the daily operations of walk-in customer service centers, call center, and dispatch functions at various Customer Service locations throughout Pasco County. Supervises and coaches customer service Team Members on providing excellent customer information and service consistently and effectively, contributing to overall improved customer account management. Monitors service levels to ensure performance metrics are met. Perform daily account/transaction procedures as required, including counting and securing cash. Ensure 100% audit compliance.

Essential Job Functions: 

• Plans, schedules, and allocates appropriate staffing and resources for all customer service locations.
• Trains, supervises, coaches and evaluates Team Members.
• Identifies, recommends and implements procedures to increase efficiencies within the Team and Department.
• Coordinates the work flow to ensure that schedules are met and the level of accuracy and productivity are maintained.
• Assists with the establishment and/or implementation of policies and procedures within the Customer Information & Services Department.
• Coordinates procedures to handle and respond to customer service at the front counters, incoming calls, dispatch, email complaints/inquiries/work orders and written correspondence from the public.
• Coordinates customer service requests and work orders with appropriate office and field personnel, using technology such as EAM to leverage service levels.
• Ensures safe, timely and accurate services are provided to internal and external customers at all times.
• Monitors the accurate and timely processing of leave requests for assigned staff and prepares performance evaluations.
• Reviews input and output quantity, quality, recognizes production/dispatch problems, takes and/or recommends corrective action, as appropriate.
• Performs or assists with applicant interviews and selections.
• Collects, analyzes and effectively communicates statistical data on a weekly or monthly basis as needed for continuous improvement.
• Creates, reviews, approves and/or updates batches.
• Performs related work as required.

Knowledge, Skills and Abilities:

• Knowledge of standard office practices, cash management and customer account data processing procedures.
• Knowledge of ordinances, State Statutes, rules and regulations related to water, sewer, reclaimed water, and solid waste.
• Knowledge of policies and procedures of the Utilities Customer Services & Information Department.
• Working knowledge of process improvement theory and proven techniques.
• Ability to maintain records/files, prepare reports and correspondence.
• Ability to troubleshoot complex complaints and recommend reasonable resolutions to the same.
• Ability to exercise judgment and discretion in interpreting departmental policies and procedures.
• Ability to deal with people tactfully and courteously.
• Supervisory skills; planning skills.
• Ability to organize and assign work of subordinates.
• Ability to instruct, lead, answer questions, and resolve problems.
• Strong math, grammar and spelling skills.
• Ability to establish and maintain effective working relationships with Team Members, County officials and the public.
• Ability to make decisions relating to customer account management consistent with approved Department policies and procedures.
• Ability to manage changes in staff work schedules while meeting the customer needs, priority calls and dispatching as required.
• Ability to assign work and supervise employees.
• Ability to read with comprehension and effectively communicate associated information/data.
• Bilingual a plus.

Minimum Requirements:

PHYSICAL SKILLS: Ability to communicate effectively using verbal, written, and visual communication.

EDUCATION, TRAINING AND EXPERIENCE: Graduation from an accredited college or university with an Associate degree in Accounting, Business, Management, Finance, Customer Service, or related field. Two (2) years' of experience in customer service including customer billing, dispute resolution, customer account management and coaching personnel supporting customer services OR a High School Diploma or General Education Equivalency and four (4) years' of experience. Supervisory or team lead experience is required. 

LICENSES, CERTIFICATIONS OR REGISTRATIONS:  Must possess a valid Florida driver's license.  Must qualify to be a Notary Public in the State of Florida.

ADA STATEMENT: A qualified employee or applicant with a disability may be afforded a reasonable accommodation to perform the essential job functions of a position in compliance with the Americans with Disabilities Act.

DRUG-FREE WORKPLACE:  Pasco County BOCC is a drug-free workplace in accordance with Federal and Florida law.

EMERGENCY RESPONSE/RECOVERY ACTIVITIES:  All employees will be required to work before, during, or after an emergency. During an emergency, employees may temporarily be assigned to work and perform duties outside the normal scope of their position, location and work schedule to fit the needs of the County and its citizens.

VETERANS' PREFERENCE: Under Section 295.07, F.S., Chapter SSA-7, Pasco County BCC provides to Veterans, that preference in appointment will be given to preference-eligible applicants.

PASCO COUNTY WAS VOTED ONE OF THE NATION'S TOP WORK PLACES FOR 2021