Customer Serv Supervisor DSS

City of Hampton; Hampton (VA); On-site; USD 55,000 - 75,000; Full time

Job summary

The City of Hampton, Department of Social Services, seeks a Supervising Customer Service Specialist to lead the reception area and ensure a positive client experience.

You will direct and evaluate a team of Customer Service Specialists, plan workloads, train staff, and resolve challenging inquiries while coordinating with social workers and agency staff to deliver effective social services support. The role emphasizes professional communication, courtesy, and respectful service under pressure.

Qualifications

• High school diploma or GED; Bachelor's preferred.
• Three years of direct customer service experience.
• One year supervisory experience.
• Knowledge of intensive case management and competency-based interviewing.
• Knowledge of benefit programs and community resources.
• Ability to read and interpret documents and policies.

Responsibilities

• Directs and coordinates the work of Customer Service Specialists in the reception area.
• Provides leadership, planning, and workload distribution for reception staff.
• Develops training plans and performance contracts for staff; cross-trains as needed.
• Manages staff scheduling and ensures proper customer flow and service quality.
• Resolves difficult customer issues and facilitates conflict resolution.

Skills

Customer service

Leadership

Supervision

Conflict resolution

Education

High school diploma or GED

Bachelor's degree in Human Services

Job description

Supervises and performs a variety of responsible customer service and clerical duties for the Department of Social Services. Directs and coordinates the work of Customer Service Specialists who provide initial customer service for citizens seeking or receiving financial and other social services assistance.

• Provides leadership, guidance, and direction to all Customer Service Specialists and work experience staff assigned to the reception area of the Department of Social Services . Meets with the reception area staff on a regular basis to plan, prioritize and distribute work. Encourages participation from staff members in the assignment of work and in work design. Functions as a working supervisor by greeting customers, visitors, and staff in the reception area. Ensures that staff interacts with customers in ways that diffuse anger and anxiety. Ensures that each person is addressed professionally, personally, and with respect; works with staff to create and maintain an environment that ensures a positive experience for customers and prepares them for a successful interaction.
• Reviews the work performance of all reception area staff on a daily basis and completes formal performance appraisals on an annual basis. Serves as liaison between the reception area staff and full-service delivery teams, social workers, and agency administrative staff to ensure that customers are provided effective service. Develops, implements and assesses policies, procedures and practices that link the reception area goals and objectives to the agency's overall mission.
• Works with Customer Service Specialists to develop training plans and performance contracts. Assesses training needs and recommends and plans training and development activities for the reception area staff. Provides training in all aspects of the reception area responsibilities, including the practice and procedures of intensive case management and development of team skills. Ensures that effective cross-training is completed. Maintains up-to-date knowledge of appropriate policy, procedures, and practices. Acts as a resource to new employees; trains and acts as a mentor for work experience customers.
• Functions as a working supervisor by performing duties in all areas of responsibility including direct customer interaction, switchboard, file room, and information and referral. Develops complex schedules and comprehensive procedures to ensure proper staff coverage and effective customer flow. Works with team members to develop and evaluate continuous improvements in the reception area policies, procedures, and practices. Maintains an up-to-date information bank.
• Acts as a resource to Customer Service Specialists and work experience staff to resolve difficult customer issues and concerns. Facilitates conflict resolution procedures to resolve internal and external problems. Ensures that all staff work together harmoniously and professionally. Implements the policies, procedures, and practices of intensive case management and competency based interviewing methodology to address long standing conflict and misunderstandings among staff and customers.
• Receive, screens and organizes all relevant printed information, correspondence, and updates. Receives and responds to all complaints, concerns, and inquiries relative to reception area procedures or actions.
• Participates or represents customer service staff on a wide variety of committees, task forces, and focus groups as assigned. Works with team members to assess and analyze current practices and to develop appropriate responses based on that analysis. Ensures that information is communicated effectively to all staff.
• Performs other related duties as assigned.

Graduation from high school or successful completion of the GED; graduation from an accredited college or university with a Bachelor's degree in a Human Services field of study, preferred; considerable experience (three years) in direct customer service work and some experience (one year) in supervising and directing the work of others. considerable knowledge of the principles and practices of intensive case management and competency based interviewing methodology; considerable knowledge of benefit program policy, service and prevention programs and availability of community resources; considerable knowledge of human behavior; knowledge of office terminology, procedure and equipment including personal computers; ability to follow oral and written instructions; ability to read and interpret documents, instruction manuals, policy and procedural guidelines; ability to receive and convey information; ability to interact effectively with others; ability to solve simple problems for oneself and others; ability to effectively deal with diverse people especially in stressful situations; ability to direct the work of others and to motivate others to high performance levels. Any acceptable combination of education and experience that qualifies an individual may substitute for the more specific requirements listed above.Performs duties under the general supervision of assigned supervisor; may receive work assignments from the Director of Social Services. Requires extensive contact with the general public and agency staff. Requires tact and patience in dealing with people. Requires the physical ability to lift files and materials up to 20 pounds and to stoop and bend. This position is non-exempt.