Client Services Manager

Job Description

Job Description

Description:

The Broward Constitutional Tax Collector’s Office ensures accountability, transparency, and direct service to the residents of Broward County. Every dollar collected is managed with integrity and efficiency, strengthening public trust and delivering essential services that touch every resident’s life. 

Why Join Us?

When you become part of our team, you’ll enjoy:

• Competitive pay
• Robust benefits package including: Florida Retirement System (FRS) participation, medical/dental/vision insurance, life insurance and legal services
• Generous paid time off, including 14 paid holidays
• Professional training and opportunities for career advancement
• The reward of serving your community while building a stable career in public service

The Client Services Manager ensures an efficient approach to daily operations, and to provide direction and guidance to subordinate employees.

Essential Functions

• Ensures understanding of client service standards.
• Creates and maintains an atmosphere conducive to service expectations.  
• Intervenes in escalated client situations.  
• Ensures compliance with applicable procedures, statutes, laws and codes.
• Mentors team members to identify opportunities for improvement and related remedial measures. 
• Monitors contact center performance to ensure a pro-active approach to accuracy, service and efficiency.   
• Participates in the selection, development and appraisal of team members. 
• Sets expectations for behavior and performance.
• Provides coaching, feedback and documentation as appropriate.
• Communicate organizational information to team members and meets regularly with Director.
• Demonstrates support for organizational initiatives.

Qualifications and Experience

Bachelor’s degree with course work emphasis in Business Administration, Management, Public Administration or closely related field; supplemented by three years progressively responsible supervisory experience that provides broad knowledge of management functions, with demonstrated communication skills; or any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this job. Must possess and maintain valid state of Florida driver’s license.

In accordance with Florida Statute 322, selected applicant must possess a valid Class E or higher driver's license; not learner's license and be at least 21 years of age. Selected applicants must have no cancellations, suspensions, or revocations of the driving privilege for a minimum of three (3) years prior to employment and must also maintain a driving record with no more than three (3) chargeable motor vehicle crash or any violation defined in Chapter 316, Florida Statutes during any consecutive (3) year period of employment.

Applicants being considered for employment will be required to submit to a fingerprint-based background investigation, which will include a check of the criminal history records of the FBI. Driver Licenses Examiners must meet the background standards outlined in Florida Statute 435.04, and Federal Regulations 384.228 and 1572.103. This includes, but is not limited to, not having any criminal convictions for alcohol or drug-related offenses within 10 years prior to employment and maintaining this throughout employment

Critical Competencies for Success

• Leadership: Mission focused, manages change, builds census, and goal oriented. 
• Relationship Management: Values and models teamwork, committed to the highest standards of customer service and business ethics, and fosters trusting relationships with internal and external clients.
• Effective Communication: Demonstrates strong written and verbal communication skills, practices active listening. provides actionable, diplomatic feedback to team members, willingly shares knowledge to ensure growth and development of team members, facilitates team meetings.
• Business Acumen: Coordinates business operations for contact center, monitors key business indicators, gathers data to make reasoned, responsible decisions using critical thinking.

Work Conditions  

• Physical Ability:  Tasks require the ability to exert light physical effort in sedentary to light work, with periodic walking, bending, stooping, and some lifting, carrying, pushing and/or pulling of objects and materials of light weight (5-10 pounds). Tasks may involve extended periods of time at a keyboard or workstation.
• Sensory Requirements:  Some tasks require the ability to perceive and discriminate visual cues or signals, and to communicate orally and in writing. 
• Environmental Factors: Performance of essential functions may require exposure to adverse environmental conditions, such as rude/irate clients, or weather conditions including sun exposure. 

This position requires occasional evening hours, and infrequent weekend hours.