About This Role
This leadership-level position involves supervising staff who provide services and information to internal and external customers. The role requires performing duties of varying complexity, including planning daily operations and assisting in policy development.
Responsibilities
- Supervise employees engaged in providing services and information to customers, and train staff
- Respond to requests for informational materials; research and fill requests for such materials and information; ensure an adequate inventory of materials
- Prepare notice of statements and send copies to customers; reconcile discrepancies in billing and issue reminder notices
- Maintain inventory or other records; purchase necessary materials; set up displays; maintain cleanliness of work area; and sell merchandise
- Receive customers or visitors; answer telephone calls; secure and provide requested information; provide services; or direct requests to those who can provide the information or services
- Receive requests for information and services and provide such services using advanced technological equipment
- Respond to requests concerning the interpretation of agency or program policies and procedures; develop policies and procedures for the operation of daily activities
- Prepare mail and parcels for mailing; sort and distribute mail; operate scales and meters to determine proper postage
- Screen, examine and verify documents for correctness, appropriateness, adequacy and conformity to established requirements and follow up on requests or discrepancies
Requirements
- Knowledge of methods and procedures concerning public contact
- Knowledge of telephone procedures
- Knowledge of spelling, punctuation and grammar, of arithmetic
- Knowledge of the program or services being provided
- Knowledge of laws and rules concerning program or services being provided
- Knowledge of techniques of training
- Knowledge of supervisory principles and practices
- Skill to operate various office equipment including computers
- Ability to work with customers
- Ability to gather data and facts
- Ability to keep records
- Ability to communicate effectively, both orally and in writing
- Ability to provide leadership on assigned projects or teams
- Ability to review the work of others
- One year of experience in sales, public contact work, handling and processing mail, or general office clerical work plus four additional years of experience in customer service, mail room operations or technical clerical work; or an equivalent combination of education and experience
Important Details
