What are the responsibilities and job description for the Customer Service Lead (Internal) position at Skagit County?
Summary
NOTE: This is an internal promotional opportunity for current Skagit County employees
This position is responsible for lead and oversight of the Skagit County Customer Service team, which is a division of Skagit County Central Services. This position will be responsible for training, support and general operations of the Customer Service team and driving customer success. This is a highly technical team with an emphasis on providing and supporting all technology needs for Skagit County employees.
Responsibilities
Dedicated to centralizing and prioritizing exceptional customer service for all Central Services, this division supports customer needs and addressing user inquiries and concerns, troubleshooting, providing technical support, ensuring customer success and providing timely solutions.The Customer Service team is responsible for the following items including but not limited to:
This position is responsible for providing oversight and lead responsibility of all members of the Customer Service team.
Other Job Functions
Perform related duties as assigned. Related duties as assigned are duties that may not be specifically listed in the Position Description but are within the general occupational series and responsibility level typically associated with the employee’s classification of work.
Minimum Qualifications
Any combination of training and experience that would provide the required knowledge, skills and abilities is qualifying. A typical path to obtain the required qualifications would be:
Valid Washington State driver’s license required
Special Clearances
Employee is required to pass a state of residency fingerprint background check to be completed within 30 days of employment with Skagit County.
Working Conditions/Physical Requirements
Requiring extended periods of sitting, bending, operating a monitor requiring manual finger dexterity, traveling, climbing ladders, working in confined spaces such as closets, attics, crawl spaces, under desks, and some lifting up to 50 pounds. Some work is performed outside in various weather conditions on uneven terrain.
Hazards
Those present in a normal office environment. Exposure to chemicals routinely encountered in computer repair and soldering, dust and dirt, possible technological equipment failure resulting in electric shock and/or noxious fumes, dangerous electrical voltages, exposure to criminal elements in correctional facilities, chemicals found in custodial closets, working extended periods of time in computer room environment, telephone wiring closets, boiler rooms, on ladders, in lifts, or outdoor areas such as on roofs and traveling as needed.
Supplemental Information
Selection Process
Following review of applications and resumes, the highest qualified applicants will be interviewed and may be tested. After a selection is made, all applicants not selected will be notified in writing. Skagit County reserves the right to use applications received for this posting to fill any other positions within this classification which may open within six months following the closing of this position.
Additional Information
Skagit County, as an equal employment opportunity employer, encourages applicants from diverse backgrounds to apply.
It is the policy of Skagit County to follow all federal and state laws to ensure non-discrimination in its employment practices.
The statements contained herein reflect general details as necessary to describe the essential functions of this position, the level of knowledge and skill typically required, and the scope of responsibility, but should not be considered an all-inclusive listing of work requirements. Individuals may perform other duties as assigned, including work in other functional areas to cover absences or relief, to equalize peak work periods, or otherwise to balance the workload. Changes to the position description may be made at the discretion of the employer.
Skagit County offers a competitive benefits package for Full-Time employees, including:
NOTE: This is an internal promotional opportunity for current Skagit County employees
This position is responsible for lead and oversight of the Skagit County Customer Service team, which is a division of Skagit County Central Services. This position will be responsible for training, support and general operations of the Customer Service team and driving customer success. This is a highly technical team with an emphasis on providing and supporting all technology needs for Skagit County employees.
Responsibilities
Dedicated to centralizing and prioritizing exceptional customer service for all Central Services, this division supports customer needs and addressing user inquiries and concerns, troubleshooting, providing technical support, ensuring customer success and providing timely solutions.The Customer Service team is responsible for the following items including but not limited to:
- Delivering excellent customer service and technical support for Skagit County employees.
- Providing Tier 1 and Tier 2 support for end users that request help via in-person, phone call, email, or ticket submission
- Appropriately coordinating requests that are outside of the defined tier 1 and 2 support parameters
- Providing computer hardware to Skagit County employees.
- Supporting department moves
- Replacing aging or failing computer hardware, peripherals, printers, etc.
- Coordinating employee training and education
- Salary upon hire is dependent on Skagit County promotion policy
- Progressive increases are based upon years of service with Skagit County, up to step 10 (top step is $63.93/hr.). The Customer Service Lead is Range 20 of the Non-Rep salary schedule.
- Define team goals and lead staff to achieving desired results, and while being accountable for team performance.
- Define and implement processes and procedures for supporting all departments across the organization.
- Collect customer feedback to determine where we are meeting expectations and areas that can be improved upon.
- Deliver customer service and frontline technical support for Skagit County employees.
- Foster positive end-user relationships and drive customer satisfaction.
- Promote continuous improvement of Tier 1 and Tier 2 technical support.
- Monitor ticket volume and performance metrics while supporting the team in exceeding expectations, including corrective action if necessary.
- Gather and report operational metrics, accomplishments, and priorities to provide visibility to leadership.
- Successful delivery of services and support both on time and within budget through proactive team management and leadership.
- Manage and maintain a ticketing system that increases productivity, drives better team performance and better customer satisfaction.
- Develop and maintain a customer facing self-service portal with a service catalog, FAQ, and ticket submission option.
- Develop and maintain Technical Support/knowledge base.
This position is responsible for providing oversight and lead responsibility of all members of the Customer Service team.
Other Job Functions
Perform related duties as assigned. Related duties as assigned are duties that may not be specifically listed in the Position Description but are within the general occupational series and responsibility level typically associated with the employee’s classification of work.
Minimum Qualifications
Any combination of training and experience that would provide the required knowledge, skills and abilities is qualifying. A typical path to obtain the required qualifications would be:
- Associate’s degree in Computer Science, Information Systems, or related discipline required, Bachelor’s degree preferred.
- 5 years experience working in Information Technology.
- 2 years experience working in a supervisory role.
- Broad range of technology.
- Leadership and interpersonal communication skills.
- Verbal and written communication skills and methods.
- Problem solving and critical thinking skills.
- Microsoft Windows operating systems
- Microsoft Office365
- Basic computer hardware
- Plan, organize work, assist and instruct others.
- Experience working in a technical support role preferred.
- Mediate and/or handle interpersonal conflicts.
- Clearly communicate technical concepts to both technical and non-technical customers both verbally and written.
- Work independently within department objectives.
- Incrementally troubleshoot technical problems.
- Problem-solve under pressure when there are different agencies, vendors and employees involved.
- Do research both occupational and Internet based.
- Continue training, expand skills and learn new technology as business requirements dictate.
- Be focused and detail oriented.
- Maintain a professional and respectful demeanor, demonstrating a customer service orientation.
- Maintain a high level of integrity.
- Provide extended or off shift support during critical processing or failed systems.
- Prioritize and complete tasks.
Valid Washington State driver’s license required
Special Clearances
Employee is required to pass a state of residency fingerprint background check to be completed within 30 days of employment with Skagit County.
Working Conditions/Physical Requirements
Requiring extended periods of sitting, bending, operating a monitor requiring manual finger dexterity, traveling, climbing ladders, working in confined spaces such as closets, attics, crawl spaces, under desks, and some lifting up to 50 pounds. Some work is performed outside in various weather conditions on uneven terrain.
Hazards
Those present in a normal office environment. Exposure to chemicals routinely encountered in computer repair and soldering, dust and dirt, possible technological equipment failure resulting in electric shock and/or noxious fumes, dangerous electrical voltages, exposure to criminal elements in correctional facilities, chemicals found in custodial closets, working extended periods of time in computer room environment, telephone wiring closets, boiler rooms, on ladders, in lifts, or outdoor areas such as on roofs and traveling as needed.
Supplemental Information
Selection Process
Following review of applications and resumes, the highest qualified applicants will be interviewed and may be tested. After a selection is made, all applicants not selected will be notified in writing. Skagit County reserves the right to use applications received for this posting to fill any other positions within this classification which may open within six months following the closing of this position.
Additional Information
Skagit County, as an equal employment opportunity employer, encourages applicants from diverse backgrounds to apply.
It is the policy of Skagit County to follow all federal and state laws to ensure non-discrimination in its employment practices.
The statements contained herein reflect general details as necessary to describe the essential functions of this position, the level of knowledge and skill typically required, and the scope of responsibility, but should not be considered an all-inclusive listing of work requirements. Individuals may perform other duties as assigned, including work in other functional areas to cover absences or relief, to equalize peak work periods, or otherwise to balance the workload. Changes to the position description may be made at the discretion of the employer.
Skagit County offers a competitive benefits package for Full-Time employees, including:
- Health Insurance: A variety of plans to choose from, including the County's Standard Medical Plan, for which the employee only pays $70 a month for medical and the County pays 100% of the dental and vision premiums for employee and dependents depending on the plan selected. Spouses may be added to the plan for $130 per month.
- Paid holidays, vacation, and sick leave
- Retirement: All employees must participate in a Washington State Department of Retirement Services plan, and may participate in a Deferred Compensation Plan if desired.
- Group Life Insurance: Basic insurance and Long-Term Disability is provided to employee and dependents, with additional insurance available to purchase.
- Employee Assistance Program for employees and family members for help with personal or family problems.
Salary : $64
