Customer Service Team Leader - Public Works

Charleston County Public Works Department is looking for a highly motivated, qualified individual to join our team! We offer competitive salary, great benefits package, paid holidays, vacation, sick, and Paid Maternity and Parental leave. Working for Charleston County allows you to achieve the work life balance you have been looking for!  

We are looking for a dynamic and passionate individual to join our team in a leadership role! This exciting and rewarding position offers a unique opportunity to make a real impact by leading the Public Works customer service team. The ideal candidate will possess a blend of determination, positive energy, and a commitment to excellence. In this role, you will be responsible for ensuring exceptional customer service through effective performance management, team coaching, resolving escalated issues, and implementing best-in-class customer service practices. You will also be tasked with analyzing key metrics to identify areas for improvement while nurturing a collaborative and motivating team culture. Above all, you will strive to provide outstanding service to the citizens of Charleston County. The ideal candidate will bring supervisory or team leadership experience in customer service, outstanding communication skills, strong leadership abilities, and a forward-thinking approach to incorporating technology for enhanced communication and coordination with both internal and external stakeholders.

HIRING RANGE:  $68,140.80 - $84,156.80 (Estimated Annual Salary)

DUTIES INCLUDE (but are not limited to):

• Provides effective leadership, motivation, and supervision to customer service representatives by assigning tasks, monitoring performance, and providing regular feedback to team members.
• Conducts quality assurance reviews of customer service operations, processes, and interactions to identify areas for improvement and implement improvements.
• Collaborates with other County departments and internal Public Works staff to address customer concerns and ensure smooth service delivery.
• Oversees management of Charleston County Public Works websites to ensure the Department’s webpages contain accurate program and project information that creates a high level of transparency to the public.
• Prepares project updates, reports, presentations, and/ or summaries for citizens, County Council, the Deputy County Administrator, internal staff meetings, and other stakeholders (Municipalities, SCDOT, and other various stakeholders) regarding the Public Works Department.
• Professionally coordinates all aspects of public meetings, including meeting notifications to the public and all stake holders.
• Identifies opportunities to help others in the Department streamline processes to minimize questions/inquiries from citizens to improve efficiencies.
• Oversees staff’s management and review of specific project websites to ensure pertinent information can easily be found and is understood by citizens. 
• Oversees coordination of staff with internal projects managers to assist with project news releases and other public documents to ensure that all information is comprehensive to their subject audience.
• Oversees staff’s management of project spreadsheets with accurate project information such as municipal jurisdiction, council district, etc. and be able to develop meaningful reports/statistics from that information.
• Oversees staff’s composition of technical documents including, but not limited to, project grant applications, strategic plans, Standard Operation Procedures, and other miscellaneous publications.  
• Assist project managers with organizing project files to ensure that project information is easily accessible to all within the department.

Minimum Education/Qualifications: Bachelor’s Degree in Public Relations, Communications, Public Administration, or related field required. Minimum of 5 years’ or more experience as the direct supervisor of a team of multiple employees in a customer service environment.   Minimum of 10 years’ experience in a customer service role with progressively responsible work experience.  A valid SC driver’s license or the ability to obtain one upon acceptance of the position is required. 

Salary : $68,140 - $84,156