SUPERVISOR - CUSTOMER SERVICE

Do you thrive in an environment that is geared towards outstanding hospitality? Do you have a passion for being innovative and creative? Is hard work on your top list of ideals? Are you a steward of your working environment? Then read on…

The Villages Community Development Districts (The District) tops the list of community development districts that continue to grow in one of the most scenic locations in Florida, The Villages. Our collective commitment to hospitality, innovation & creativity, hard work, and stewardship helps employees thrive and excel in many fields within The District. An immediate full-time opportunity exists for an individual with commitment, a “passion” for excellence, and a “drive” for accuracy to join our Customer Service team. This position requires a solid background of advanced customer service skills used daily. The incumbent will enjoy a challenging atmosphere and be part of a productive team that supports all departments within The District and our surrounding community. The District is looking for an individual with a desire to utilize their cutting-edge customer service skills. The District provides a supportive and engaging workplace that is committed to developing great talent, coupled with competitive compensation and benefits. Do not pass up this opportunity to be a part of a positive, expanding organization.

Competitive Benefits as a full-time employee of the District include:

• Medical Insurance (fully paid for employee single coverage)
• Voluntary health benefits, including Dental and Vision Insurance
• 401(a) Retirement Plan, with contributions funded by the District
• 457(b) Retirement Plan, permitting employee pre-tax deferrals
• Flexible Spending programs for both Medical and Dependent Care
• Employee Assistance Program
• Paid Time Off
• Tuition Reimbursement
• Public Service Loan Forgiveness Eligible
• Tier 2 qualifying organization for The Villages Charter School

JOB SUMMARY

This position is responsible for administrative and supervisory work coordinating activities of the Customer Service Center function and courier operations. Provides administrative support to the Director of Resident Services and Customer Service Manager. This administrative function serves as the first point of contact with the public responding to customer-related questions, issues or concerns. Oversees and guides other staff members. Work is usually independent within a team environment and requires critical thinking and problem-solving skills.

ESSENTIAL DUTIES AND RESPONSIBILITIES (Includes, but not limited to)

General

• Assists with providing the daily operational oversight and supervision of the administrative customer service center and customer service satellite office.
• Prioritizes workflow to efficiently meet the demands of the customer service function to include administrative support to the Director of Resident Services and Customer Service Manager.
• Assists in special projects such as Resident Academy and the Annual Government Day.
• Assists the Director of Resident Services and Customer Service Manager in creating and working within budget constraints.
• Position directly supervises Customer Service staff and Couriers.

Supervisory & Administrative

• Oversees performance of customer service center staff for conformance to policies and procedures in the absence of the Customer Service Manager.
• Prioritizes workflow to efficiently meet the demands of the customer service function.
• Assists in the selection, training and performance evaluation of customer service staff.
• Handles difficult and significant customer complaints.
• Assists with establishing procedures, and updates work process to promote a high level of performance and customer satisfaction.
• Assists with establishing customer service policies to promote a positive public relationship with customers.
• Assists and oversees a wide range of customer service tasks and duties to include:
  • Issuance of ID & Gate Cards: Must follow and enforce the guidelines as set forth in established policies and guidelines.
  • Issuance of Executive Trail Fees and Guest Passes: Must follow and enforce guidelines as set forth in the Guest ID Policy.
  • Adopt-A-Bench Program: Includes meeting with residents, determining and approving bench location based on established guidelines, and working with District departments on the placement and maintenance of benches.
  • Veterans Memorial Bricks: acts as liaison, selling bricks for Veterans Memorial Park.
  • Recreational Vehicle Storage Facilities: Responsible for processing and overseeing space rentals for the two RV Storage Facilities.
  • Clerical Responsibilities: Must answer incoming telephone calls, using all available resources to answer calls as appropriate.
  • Assist in sorting and distributing incoming mail.

Purchasing

• Assist in the purchasing of bulk orders, supplies and non-Capital items for the department, consisting of all centers.
• Creates purchase requisitions and follows their process from finance to purchasing to inception of purchase order.

Finance

• Prepares account analysis for department accounts in the general ledger for review.
• Assist in processing the bills and invoices for the Department.

Additional

• Performs other duties as assigned.
• May be expected to perform additional duties in an emergency.

ESSENTIAL EXPECTATIONS OF PERFORMANCE AND BEHAVIOR (Includes, but not limited to)

• Provides excellent customer service to members of the public and other District employees.
• Actively support and exemplify the Core Values, Mission and Vision of the District.

MINIMUM EDUCATION AND EXPERIENCE

• Bachelor’s Degree in Business Management or related field; six months to one-year related experience and/or training, preferably in the public sector; or equivalent combination of education and experience. Experience may substitute on a year for year basis for the required education.

MINIMUM CERTIFICATES, LICENSES, REGISTRATIONS

• Valid Florida Driver’s License required.
• All candidates and employees must successfully pass background screening.

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES

Knowledge

• Proven intermediate better proficiency in personal computer skills and knowledge of Microsoft package involving Word, Excel, Access, Outlook and PowerPoint.

Skills

• Proven ability to provide excellent customer service to residents and guests.
• Proven ability to successfully:
  • multi-task in a fast-paced environment to effectively meet multiple demanding deadlines, and productively handle diverse population and requests.
  • collect, evaluate and analyze data information as needed to conduct research.
  • extract and summarize information from rules, ordinances, statutes, correspondence, etc. as needed to understand assignments and changes in policy to perform new procedures.
  • interact with others to include courtesy, tact and diplomacy as needed to provide/gather information, assign and follow up on work duties, and establish effective relationships.

Abilities

• Strong work ethic and commitment to providing optimal Customer Service.
• Excellent verbal and written communication skills and professional appearance and demeanor.
• Communicate thoughts and ideas in a logical, cohesive and comprehensible manner.
• Read and comprehend materials such as memos, correspondence and written orders as needed to ensure work activities are accomplished according to policy and procedure and exchange or acquire information.

EQUIPMENT

Position regularly requires the use of office equipment, including but not limited to telephones, personal computers and productivity software, copier, printers, scanners, and fax machine.

Position requires use of District golf cart and / or vehicles.

WORK ENVIRONMENT AND PHYSICAL REQUIREMENTS

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job the employee will be exposed to the following:

• The employee is exposed to an interior office environment, with moderate change in temperature. The work environment is inside an air-conditioned building.
• The employee is exposed to outdoor weather environment with changes in temperature as needed.
• The noise level in the work environment is usually moderate.
• There are frequent interruptions from the staff and the public for information or assistance.

Physical Requirements

The physical requirements described are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the following applies:

• Frequently required to sit for long periods of time, work on computer, stand, bend, talk, and hear, required to walk, use hands, reach, and handle, or feel objects or controls.
• Occasionally required to lift and or move up to 25 pounds.
• Required to spend time outdoors meeting residents and performing minor cleaning and maintenance for Adopt-A-Bench program.