Customer Service Supervisor

Please submit the General Employment Application for this position to HResources@homesteadfl.gov

General Function

Responsible for performing and overseeing operational functions necessary to provide the highest level of customer service. This role involves supervising different department areas/teams and ensuring efficient, accurate, and professional service delivery. Addressing escalated issues, ensuring compliance with regulations, and ensuring high levels of customer service satisfaction.

Reports To

Assistant Director of Customer Service

Supervisory Responsibilities

Cashier II

Clerk I

Clerk II

Essential Duties And Responsibilities

• Handles escalated customer concerns and complex service issues providing timely resolution.
• Oversees the daily operations of the customer service team, ensuring all inquiries, requests, and complaints are handled efficiently and professionally.
• Ensures that accounts are properly opened, serviced, billed, and recorded in the CIS.
• Assists in accurate data recording, update, reporting, and trend analysis of customer interactions, transactions, complaints, and resolutions.
• Perform duties involving utility billing, collections, liens, cashiering, work orders, applications, call center service, and other related duties.
• Completes billing updates, reconciliation of monies, transactions review and assists with quality assurance.
• Provides training on CIS Naviline, TUNet, AppixSoft, and other relevant applications used in the performance of operational functions.
• Works with the Management team to develop improved workflow and practices.
• Develops work schedules to ensure adequate coverage for all customer service operations.
• Provides direction to staff in daily procedures.
  
  

The duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position. Qualifying individuals with disabilities may be provided reasonable accommodations to enable them to perform the essential functions.

Type Of Appointment/Work Hours

• Full-time/Regular in-person position.
• Standard workweek, which is forty (40) hours of work per week consisting of five (5) days of eight (8) hours per day or four (4) days of ten (10) hours per day. The workday may be varied for the efficient delivery of public service.
• Will be required to work other than the standard workweek on occasion, including evenings, weekends, and/or holidays.
• Will be required to work occasional overtime or shift assignments, if applicable.
  
  

Physical And Environmental Demands Or Conditions

The physical and environmental demands for this position have been listed on the last page of this description. Physical and environmental demands must be met to successfully perform the essential duties and responsibilities of this position.

Requirements

• Must possess a high school diploma or its equivalency.
• Prior supervisory experience of at least 2 years preferred.
• Proficient in customer service software, Microsoft Office suite, and other relevant applications. Naviline experience preferred.
• Ability to handle stressful situations with professionalism and patience.
• Must have excellent communication skills, problem-solving, and conflict-resolution abilities.
• Customer-focused mindset with a commitment to providing excellent service.
• Detailed oriented with strong analytical and decision-making skills.
• Must be able to comprehend and follow written and verbal instructions. Bilingual is desirable.
• Must be able to adapt to changing policies, procedures, and technology.
• Must take a skills test.
• Must have a valid Florida Driver’s License with a clean driving record.
• Must pass a background screening process to include credit history.
  
  

Core Competencies

• Judgment - Sound decisions based on fact; uses logic to solve problems.
• Quality of Work - Performs work thoroughly, accurately, and professionally.
• Reliability - Timely and consistently completes assigned work; consistently reports to work and is punctual.
• Safety - Committed to ensuring a safe environment and complies with applicable safety standards.
• Technical Capability - Applies knowledge to identify issues and works to develop skills; demonstrates knowledge of techniques, skills, and equipment.
  
  

Work Authorization/Security Clearance

• The employee must successfully pass a background screening process and must comply with the Drug-Free Workplace policy.
• The City will also verify the identity and employment authorization of individuals hired so the proper completion of Form I-9 is required, which includes the employee providing documents evidencing identity and employment authorization.
  
  

All of the above information is intended to indicate the general nature and level of work performed by employees in this position. This description is not intended to contain or be interpreted as a comprehensive inventory of all duties and qualifications required of employees assigned to this position. Duties, responsibilities, and activities may change at any time with or without notice.