Customer Service Supervisor

Job Title

Performs responsible professional administrative and supervisory work coordinating the customer service and front-line access operations of the Department of Social Services.

Job Description

Plans, assigns, monitors, and evaluates the work of Customer Service Representatives, screeners, reception staff, switchboard staff, and other assigned front-line administrative personnel. Coordinates daily service coverage for the lobby, drive-through window, telephone inquiries, screening functions, mail distribution, reception services, and related administrative support activities. The position is responsible for ensuring consistent application of County and department policies, customer service standards, confidentiality requirements, records procedures, and workflow expectations. Resolves complex customer inquiries and complaints, monitors workload trends, prepares operational reports, identifies training needs, and recommends improvements to customer service processes and office procedures. Work is performed under general supervision with independent judgment exercised in organizing daily operations, supervising staff, resolving service concerns, and supporting effective public access to department services.

Essential Job Functions

Coordinates and supervises daily customer service operations, including lobby coverage, reception services, drive-through window coverage, agency switchboard, screening functions, mail distribution, and front-line administrative workflows.

Supervises Customer Service Representatives, screeners, and assigned front-line staff by assigning work, setting priorities, monitoring performance, and ensuring adequate coverage during absences and peak service periods.

Organizes office procedures and workflow processes to support timely, accurate, and professional service to residents, clients, internal staff, and external partners.

Interprets and applies County and department policies, internal procedures, confidentiality requirements, and customer service expectations to ensure consistent front-line service delivery.

Resolves complex or escalated customer inquiries, complaints, and service concerns by researching issues, coordinating with program staff, and ensuring appropriate follow-up.

Participates in recruitment and selection processes by interviewing applicants, evaluating qualifications, and making hiring recommendations.

Conducts performance evaluations, provides coaching and feedback, identifies performance concerns, and assists with disciplinary matters in coordination with agency leadership and Human Resources.

Identifies staff training needs and provides or coordinates training related to customer service expectations, office procedures, screening processes, records handling, telephone coverage, and system use.

Establishes and maintains effective working relationships with agency management, supervisors, staff, County offices, customers, and external agencies to support effective communication and service delivery.

Oversees records management, filing systems, and related administrative documentation to ensure accuracy, organization, confidentiality, and accessibility.

Orders, tracks, and maintains office supplies, equipment, and administrative resources needed to support customer service operations.

Prepares, reviews, and analyzes workload reports related to phone calls, applications processed, lobby traffic, client contacts, service volume, and staff productivity.

Recommends improvements to customer service procedures, workflow coordination, coverage practices, and administrative processes to improve efficiency, consistency, and customer service outcomes.

Requirements/Preferences

Education: High School diploma supplemented with post-secondary coursework in office or business administration, computer science, or related field, and related administrative and supervisory experience OR any equivalent combination of training and experience which provides the required knowledge, skills and abilities. Experience: Required: Three or more years of progressively responsible administrative, customer service, office operations, or human services support experience, including supervisory, lead worker, or workflow coordination responsibility. Preferred: Five or more years of experience in a public-facing government, human services, social services, benefits, or high-volume customer service environment, including direct supervision of staff and responsibility for workflow improvement, reporting, training, or operational procedure development. Certifications/Licenses: Must possess a valid Virginia driver's license and have a good driving record. Knowledge, Skills and Abilities: Thorough knowledge of customer service operations, office administration, workflow coordination, records management, confidentiality practices, and public-facing service delivery. Knowledge of supervisory practices, staff training methods, performance evaluation, and basic employee relations procedures. Ability to interpret and apply County and department policies, internal procedures, program access requirements, and service standards. Ability to supervise staff, assign and prioritize work, monitor productivity, identify training needs, and address performance concerns. Skill in resolving complex customer inquiries and complaints using tact, discretion, sound judgment, and effective communication. Ability to analyze workload data, prepare reports, identify service trends, and recommend process improvements. Ability to coordinate multiple functions simultaneously and maintain effective working relationships with employees, supervisors, department leadership, County staff, customers, and external agencies. Proficiency with office technology, customer service systems, records systems, reporting tools, and Microsoft Office or comparable software. Supervisory Responsibilities: Supervises Customer Service Representatives, screeners, reception staff, switchboard/front-line staff, and other assigned administrative customer service personnel. Responsibilities include work assignment, training, performance evaluation, coaching, hire Additional Requirements: Subject to a complete criminal history background search with acceptable results. May be subject to confidentiality, system access, and additional agency or program-related background requirements. Must be able to perform the job as described in the Physical and Environmental Demands section of the job description.

Other Information

Working Conditions

Overall Physical Strength Demand: SEDENTARY = Lift and/or exert force up to 10 lbs. occasionally, or insignificant weights frequently; sitting most of the time.

Physical Demands:

C = Continuously5.5 to 8+ hours daily - F = Frequently2.5 to 5.5 hours daily - O = OccasionallyUp to 2.5 hours daily - R = RarelyLess than 1 hour/week - N = NeverNever occurs

OFRFCOORCF - StandingWalkingCarryingReachingFine DexterityCrouchingBendingClimbingVisionTalking - FRRFRNNRFR - SittingLiftingPushing/PullingHandlingKneelingCrawlingTwistingBalancingHearingFoot Controls

Environmental Factors:

D = Daily - W = Weekly - M = Monthly - S = Seasonally - R = Rarely - N = Never

NNNNNNNN - Mechanical HazardsChemical HazardsElectrical HazardsFire HazardsExplosivesCommunicable DiseasesPhysical Danger/Abuse - RNNNNN - Dirt/DustExtreme TemperaturesNoise/VibrationFumes/OdorsWetness/HumidityDarkness/Poor Lighting

Primary Work Location:

Office Environment

Machines, Tools, Equipment and Work Aids:

Standard Office Equipment

Protective Equipment Required:

None