Customer Service Supervisor

Do you thrive in a fast‑paced environment where every day brings new opportunities to make a meaningful impact? Are you a calm, confident leader who can de‑escalate difficult situations, solve complex problems, and guide both clients and staff with patience and professionalism? We're looking for a human services lobby supervisor who enjoys collaborating across teams, building strong community partnerships, and ensuring clients are connected with the right resources when they need them most. Success in this role requires adaptability, sound judgment, strong organizational skills, and the ability to balance customer service, data analysis, and operational oversight while leading a high‑performing team. If you're energized by helping others, leading through change, and creating a welcoming, efficient experience for clients while supporting your team through a dynamic and demanding environment, apply today! Hiring Range: $69,000.00 – $77,500.00 annually This position is in‑person only and not eligible for hybrid work. This position has an anticipated work schedule of Monday – Friday, 7:30am – 5:00pm with flexibility required. Due to the sensitive nature of this role, additional background checks may be required, including a Government Program Fraud check and Child Welfare Abuse & Neglect database (TRAILS) check. Please be advised this position may close without advance notice, should we receive a sufficient number of qualified applications. Supervises and trains employees who provide visitor and client reception, customer service support, and program oversight; program assignments may include lobby oversight, satellite locations, or the Electronic Benefits Transfer (EBT) program. Ensures the efficient operation of the lobby and reception areas, including answering inquiries, providing referrals, and problem resolution. Areas of responsibility may vary by program assignment, and may include EBT and card inventory, customer service support, and other administrative support functions. Employment is subject to the terms, conditions, and policies detailed in the Personnel Policies Manual (PPM). This position requires regular in‑person presence as an essential job function. Oversees assigned program area in accordance with strict State, Federal, County, and Agency guidelines, monitoring for accuracy and fiscal accountability. Addresses client concerns, resulting in appropriate problem resolution. Supervises assigned staff, including scheduling, assigning, and monitoring work to ensure accuracy, efficiency, and high levels of customer service. Conducts unit meetings and provides continued and up‑to‑date training and guidance. Conducts performance evaluations and motivates employees to achieve peak productivity and performance; participates in the hiring and disciplinary processes. Establishes and maintains current customer service expectations and ensures performance standards are met by staff and volunteers. Collaborates with various programs and lobby staff to ensure compliance with program and Agency policies and procedures. If assigned to the EBT program, responsible for oversight of multiple EBT issuance locations, including satellite offices, as well as EBT inventory and supplies, including tracking, ordering, and verifying inventory. Ensures the security of EBT inventory and supplies. Conducts regular EBT reconciliations with staff to ensure fiscal accountability for EBT issuance and State and County audits. Ensures that separation‑of‑duties requirements for the EBT program are met. Responsible for distributing and recording county petty cash for DHS; performs routine audits. Attends training and workshops; ensures staff attend appropriate training as required. Provides lobby support to other units as needed. Performs other duties as required. Supervision Exercised: This classification requires supervising and monitoring performance for a regular group of employees or unit(s) including providing input on hiring/disciplinary action and work objectives/effectiveness, performance evaluations, and realigning work as needed. A first‑line or second‑line supervisor typically performs these tasks. Supervision Received: Receives administrative supervision. This classification typically performs job duties and resolves conflict according to their own judgment and initiatives, requesting supervisory assistance only when necessary. Special projects are managed with little oversight, and assignments may be reviewed upon completion. Performance reviewed periodically. Knowledge, Skills & Abilities Ability to efficiently plan, schedule, and organize. Ability to prioritize and complete tasks in a timely manner. Ability to respond in a flexible manner and reprioritize work as situations change. Ability to lead, manage, and train others; ability to objectively review the performance and work of employees. Ability to communicate and work effectively with co‑workers, other DHS personnel, clients, other agencies, and the public. Ability to provide excellent customer service. Ability to assess situations and make prudent and appropriate decisions; ability to apply conflict resolution and problem‑solving skills. Ability to use standard office equipment, including computer, fax machine, copier, and telephone. Maintain regular and punctual attendance. Required Education & Experience High school diploma or equivalent education. Four years of customer service experience; two years of the required experience must be in a large organization or in the human services field. Preferred Education & Experience Bachelor's degree in business administration or a related field. Demonstrated leadership or supervisory experience. Experience working in a high‑volume environment. Bilingual in English and Spanish. Licenses/Certificates Must possess and maintain a valid driver's license. Pre‑Employment Requirements Must pass conditional post‑offer background investigation, motor vehicle record check, and drug screen. Duties are primarily performed in an office environment; some travel is required. The classification specification above is intended to describe the general nature of work, key responsibilities, and minimum qualifications. Minimum qualifications reflect the baseline experience required for the classification. Departments may establish additional or preferred qualifications to address operational needs, assignment complexity, and specialized functions, provided such qualifications are job‑related, consistent with the intent of the classification, and as approved by the Human Resources department. Specific job assignments, duties, education, experience, licenses/certifications, and working conditions may vary based on the department or office's needs and the requirements of the assigned position. Changes to this classification specification may only be made by the Human Resources Department. #J-18808-Ljbffr