Customer Service Supervisor Job at Government Jobs in New Port Richey

Customer Service Supervisor

Join our team as a Customer Service Supervisor!

The Customer Service Supervisor role involves supervisory-level work within the Customer Information & Services Department of the Public Infrastructure Branch. Oversees daily operations across walk-in customer service centers, call center, and dispatch functions at various locations throughout Pasco County. The supervisor leads and develops a high-performing team focused on delivering consistent, empathetic, and effective customer service. This position ensures service levels are met, performance metrics tracked, and operational workflows are continuously improved.

Essential Job Functions

• Responsibilities include cash handling, audit compliance, and coordination with internal and external stakeholders to support delivery.
• Manages daily operations for all customer service locations, including planning, scheduling, and allocating staff to ensure optimal coverage and service levels.
• Leads, coaches, and develops a team of customer service professionals, conducting regular performance evaluations and providing ongoing training to foster a culture of excellence.
• Identifies, recommends, and implements procedures to increase efficiencies within the team and department.
• Identifies, recommends, and implements process improvements to increase team efficiency, enhance the customer experience, and streamline workflows.
• 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.
• Oversees the team's response to all customer interactionsfront counter, drive-thru, call centers, lobby, email, and written correspondenceensuring timely, empathetic, and accurate resolutions.
• Coordinates customer service requests and work orders with appropriate office and field personnel, using work management systems to ensure seamless service delivery.
• Serves as the primary escalation point for complex customer issues, working to de-escalate situations and find effective, satisfactory resolutions.
• Monitors the accurate and timely processing of PTO requests for assigned staff and prepares performance evaluations.
• Reviews input and output quantity and quality, recognizes production/dispatch problems, and recommends corrective action, as appropriate.
• Assists with the establishment and implementation of departmental policies and procedures.
• Participates in applicant interviews and selection process.
• Collects, analyzes and reports on key performance metrics (e.g., call volume, resolution time, customer satisfaction) to drive continuous improvement.
• Creates, reviews, approves and/or updates batches.
• Performs other 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 train and re-train team members.
• Ability to instruct, lead, answer questions, and resolve problems.
• Strong math, grammar and spelling skills.
• Strong, effective communication 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.

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 and two (2) years of experience in customer service including customer billing, dispute resolution, customer account management and coaching/training 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. Bilingual (English/Spanish) a plus.

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 workplaces for 2021.