Customer Services Supervisor

Pay Grade: J

 
Who we are. We protect lives. The Georgia Department of Public Health is the lead agency entrusted by the people of Georgia to proudly protect lives and promote healthy lifestyles in diverse communities statewide. We are committed to preventing disease, injury, and disability; promoting health and well-being; and preparing the State of Georgia for responding to disasters. 

What we offer. As a member of the Georgia Department of Public Health team, you will join a passionate group of individuals who are dedicated to making an impact.  No matter your role, you will individually contribute to protecting the lives of all Georgians while receiving a wide range of benefits, so you can:

• Make a Professional Impact – Build your career where it matters and protect lives in the community where you live, work, and play
• Enjoy Workplace Flexibility – Experience flexibility in how you work so you can be your best self for you and Georgia Residents
• Work with a Dynamic and Diverse Team– Collaborative and inclusive way of working where employees share ideas and leverage collective strengths 
• Achieve Career Longevity – Countless opportunities for continuous learning/development that support a long-term career
• Take Part in a Hands-on Working Culture – Unique culture of active engagement and problem-solving, no matter your role
• Feel Pride in Where you Work – Be part of making an impact in public health alongside dedicated people just like you

Oversees staff that communicates with the public, internal customers and/or external customers to provide information and recommendations targeted to meet customer expectations. Resolves complicated issues involving customer service and/or research governing policies, procedures or laws to respond to clients or visitors. Supervises and plans work of assigned staff. Has regional customer service responsibility.

• Responsible for all supervisory activity of the Customer Lobby and Administrative Services Team up to and including, hiring, recognition, employee time management, on-boarding, setting performance and development expectations, etc.
• Advises the Administrative Services Manager on critical customer service issues, metrics, trends and solutions.
• Tracks and provides data upon request to identify opportunities to improve service delivery and the overall constituent experience.
• Provides Constituent and Administrative Services Team direction on daily operations and professional development necessary to ensure the team effectively meets its objectives. 
• Coordinates with other vital records units to provide support needed to effectively address constituents’ more complex requests. 
• Provides weekly and monthly reports.
• Works with IT to identify and resolve technical issues with related vital records systems. 
• Ensures accurate reconciliation of daily cash drawers, prepares and/or verifies deposits, and performs other financial duties.
• Supports Customer Lobby operations during staff shortages and/or customer lobby overflow.
• Ensures timely and accurate processing and distribution of mail received daily.
• Creates and maintains a team environment to ensure the success of the Program

High school diploma/GED and six (6) years in a lead worker, team leader, or supervisory role in a customer service setting communicating information; 
or 
Four (4) years of experience required at the lower level Customer Svc Rep Spv (GST123).

Preferred Qualifications: