Customer Service Supervisor

Job Summary:
This position provides direct oversight and coordination of activities for the assigned Customer Service location while utilizing available resources to strengthen operational efficiency and effectiveness of the assigned area, as well as the organization. This position reports to the Customer Services Manager.

Job Functions:
The functions and responsibilities outlined below are intended to be representative of this position. However, the omission of an essential function does not preclude management from assigning duties not listed if such functions are a logical assignment to the position.

• Demonstrate organizational culture and align actions with organizational values
• Adhere to the organization's policies, procedures, mission, vision, and beliefs
• Display exceptional customer service traits in an orderly and professional manner
• Manage assigned staff to ensure customer service standards, deadlines, and proper

procedures are in place and compliance is observed

• Promote diversity and creativity within assigned areas to enhance performance,

teamwork and interdepartmental collaboration

• Accountable for the coordination of assigned functions within the team and other processes
• Coordinate and actively participate in team meetings and/or other relevant events
• Ensure team tasks/functions are completed accurately within the parameters of

established performance measures and are in compliance with governing statutes/rules

• Approval of time sheets, approval of leave requests, and tracking attendance of assigned

staff to ensure adequate staffing levels

• Assist in creating and updating policies and/or procedures and best practices
• Clearly communicate relevant updates regarding standard operating procedures and

potential issues to management/leadership in a timely manner

• Review/analyze work product, to include feedback to the team, to ensure adherence to

procedures and, as applicable, identify training needs

• Exercise, monitor, and enforce rules of confidentiality in accordance with Florida

Statutes in handling case information, both written and verbal

• Schedule team members to ascertain appropriate coverage for assigned tasks/functions
• Pursue development of tasks/functions to promote efficiency and effectiveness
• Assist in the formulation of metrics and targets for team members and Customer Service
• Provide team with guidance in handling difficult and/or complex situations; as necessary, participate in problem resolution of escalated complaints and/or disputes
• Communicate with applicable leadership in implementing corrective action to resolve team friction and/or performance deficiencies
• In the event of an emergency, expected to perform duties outside of normal classification
• Consistent and reliable attendance required
• Travel to alternate office location if necessary

Skills and Abilities Required

• Excellent verbal and written communication skills
• Strong administrative and organizational skills
• Strong focus on attention to detail
• Ability to use discretion with confidential information
• Strength in analyzing work products and resolving anomalies
• Ability to work in both independent and team environments
• Comprehensive knowledge of rules, regulations, and laws pertaining to assigned areas
• Knowledge of the functions, services, regulations, and policies/procedures of the Clerk's office, as well as specific knowledge of assigned area(s) of responsibility, and ability to perform related specialized tasks
• Application of supervisory and managerial techniques in planning, prioritizing, organizing, follow-up, and oversight of assigned staff, to include delegation of tasks and responsibilities
• Ability to maintain effective working relationships in a collaborative team environment
• Competent computer skills
• Valid Driver's License (some travel may be required)

Education and Experience Required

• High School Diploma or GED plus two(2) years of courses from an accredited college or university preferred. Substitution of two(2) years of relevant experience or a comparable amount of training and/or education may be considered in lieu of

college courses.

Physical Demands

• Ability to operate a motor vehicle (some travel required)
• Walking, standing, or sitting for an extended length of time
• Periodically, some stooping, lifting, and bending are necessary
• Must be able to lift 30 lbs

ADA Compliance:
The Okaloosa County Clerk of Courts is an Equal Opportunity Employer. ADA requires the Clerk of the Court to provide reasonable accommodations to qualified individuals with disabilities. Prospective and current employees are invited to discuss accommodations.

Equal Opportunity Employer:
The Okaloosa County Clerk of Court provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, the Clerk's Office complies with applicable state and local laws governing nondiscrimination in employment in every location in which there are facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.