CITY OF FLAGSTAFF

Flagstaff is the largest community in the high country and is the county seat for Coconino County, the largest county in the United States. A historic Route 66 town, Flagstaff is ideally located at the juncture of Interstate 17 and Interstate 40. Though still reflecting a small town atmosphere, it maintains a selective growth plan with new expansion programs underway.

The City of Flagstaff is Northern Arizona’s Employer of Choice! Our City government is devoted to enhancing the quality of life of our citizens and the experience of the many visitors who are attracted to Northern Arizona.

Date Posted:March 16, 2018

Vacancy No:029-18

Position Title:Customer Service Supervisor

Division / Section:Management Services / Customer Service

Position Status:Full Time; FLSA Non- Exempt; Tenure & Benefit Eligible

Work Week:Monday – Friday; Winter Hours 8am-5pm; Summer Hours 7am-4pm

Salary Range:$22.7788 Per Hour

Closing Date:March 30, 2018

Actively supports and upholds the City's stated mission and values. Performs duties associated with supervision of administrative employees to include monitoring job performance, conducting performance reviews, making recommendations on hiring and termination, and overall responsibility of timely delivery of administrative functions. Incumbent is responsible for overseeing internal and external customer service, budgeting, program paper flow, customer billing inquiries, and internal employee relations.

ADMINISTRATIVE DUTIES

  • Supervisory: This job has partial responsibility for supervision at the program level (assists with and/or makes recommendations for hiring, transferring, promoting, rewarding, disciplining, and terminating other employees.)
  • Budgetary: This job has partial responsibility for budgeting at the program level (assists with formulating and monitoring).
  • Strategic Planning: This job has partial responsibility for strategic planning at the program level (assists with developing, implementing, and managing long and short-term goals).
  • Policies/Procedures: This job has partial responsibility for policies and procedures at the program level (assists with developing, implementing, and interpreting).
  • Compliance: This job has partial responsibility at the program level (follows, assists in ensuring compliance with, and may enforce) Federal, State, and Local laws, rules, and regulations as well as City policies and procedures.
  • Council Communications: This job has partial responsibility for Council communication at the program level (assists with making recommendations and presentations, writing staff summaries, ensuring Performance Measures are met, and balancing needs with Council's adopted priorities and direction). This job carries out day-to-day activities in accordance with Council's adopted priorities and direction.
  • Reporting: This job has partial responsibility for reporting to Federal/State/Local agencies at the program level (gathers information, completes reports, and assists in addressing discrepancies in reporting) including, but not limited to the following reports/agencies: Arizona Department of Revenue, City of Flagstaff various agencies, Chamber of Commerce, Water Commission, etc.

EXAMPLES OF THE WORK PERFORMED (ILLUSTRATIVE ONLY)

  • Provides excellent customer service to both internal and external customers.
  • Organizes, plans, schedules, directs, and reviews the work of the administrative staff for the Customer Service Program.
  • Responsible for recommendations in hiring, training and supervision of the Program's administrative staff.
  • Responsible for completing Performance Evaluations for administrative personnel.
  • Assures the Program is providing quality customer service by providing recommendations for improvement through continued customer contact and tracking internal and external customer feedback.
  • Responsible for providing input on budget preparation, as well as producing reports for the Program.
  • Evaluates and makes recommendations on software improvement for the Program.
  • Monitors Program policies and procedures and makes recommendations for improvement.
  • Provides input for customer service policy and procedure changes, new or additional rates for service and ordinance changes.
  • Works with direct reports to create development plans and set long-term objectives.
  • Reviews and audits employee time sheets for accuracy before forwarding to the Customer Service Manager.
  • Reviews departmental time sheets to ensure compliance with rules and regulations as they pertain to leave time, overtime pay, and calculations of all additional pay and deductions.
  • Responsible for proper and timely processing of purchase orders or any other procedural forms required by other departments or divisions.
  • Creates and maintains various confidential records, files, and databases requiring compilation of varied information.
  • Cooperates as a team member in performing duties essential to the achievement of efficient overall functions and operations.
  • Prepares narrative and statistical reports.
  • Receives payment by cash, check, credit cards, wires, automatic debits, etc.
  • Answers written and oral inquiries of a routine and complex nature.
  • Oversees the goals and objectives of the Customer Service administrative staff and ensures adherence to policies and procedures.
  • Counts money in cash drawers at the beginning of shifts to ensure that amounts are correct and that there is adequate change, as well as balance funds at end of shift.
  • Greets customers entering City Hall, answering customer questions, and providing information on procedures or policies, as well as directing to appropriate staff and departments throughout the City.
  • Maintains clean and orderly checkout areas.
  • Complies with all cash handling and financial processes.
  • Communicates clearly with field personnel through two radio system.
  • Other duties as assigned.

MINIMUM REQUIREMENTS

  • High school diploma or General Equivalency Diploma.
  • Three years of progressively responsible office experience, including the use of Microsoft Office Suite.
  • Two years cash handling and reconciliation experience
  • Two years customer service experience in a multi-tasking environment
  • Two years of experience as a manager, supervisor and/or lead worker
  • Or any combination of education, experience, and training equivalent to the above Minimum Requirements.

DESIRED EXPERIENCE AND TRAINING

  • One year of secondary education in management, business administration, accounting and/or finance
  • One year Harris Innoprise CIS, CCR, and/or Finance experience
  • Considerable knowledge of the various operations of the Revenue Services section, with an emphasis on the Customer Services Program.

OTHER REQUIREMENTS

  • Must possess, or obtain upon employment, a valid Arizona driver's license.
  • Regular attendance is an essential function of this job to ensure continuity.

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES (ILLUSTRATIVE ONLY)

  • Considerable knowledge of office methods and procedures.
  • Skill in assigning and monitoring work.
  • Ability to coordinate, prioritize and assign workload to reach goals and objectives.
  • Communication and interpersonal skills as applied to interaction with coworkers, supervisor, and the general public sufficient to exchange or convey information and to give/receive work direction.
  • High level of interpersonal skills utilizing office staff to perform at a professional level of expertise.
  • Skill in using computers and software application programs.
  • Skill in prioritizing work and performing multiple tasks.
  • Ability to maintain various confidential records.
  • Knowledge of leadership principles and skills.
  • Ability to supervise and train others.
  • Ability to understand and carry out general oral and written instructions.
  • Ability to work under pressure and meet deadlines.
  • Ability to use good judgment and make sound decisions without direct supervision.
  • Ability to use mathematics to solve problems and calculate change.
  • Ability to add, subtract, multiply, and divide quickly and correctly.
  • Ability to demonstrate spelling and grammar principles.

PHYSICAL REQUIREMENTS AND WORKING ENVIRONMENT

  • While performing the duties of this job, the employee is frequently required to stand, walk, sit, use hands to finger/handle/feel, reach with hands and arms, talk or hear. The employee is occasionally required to climb or balance, stoop, kneel, crouch, or crawl, taste or smell.
  • The employee must regularly lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds.
  • Vision requirements for this position include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
  • There are no special working conditions for this position.
  • The noise level in the work environment is usually moderate.

CLASSIFICATION INFORMATION

Range 10, B-3-1, FLSA non-exempt.

TO APPLY ONLINE:

In order to apply for this position you will have to fill out a City of Flagstaff application on our website. Visit our website to apply or for more information on this position and other opportunities. You will find complete job descriptions, requirements and application information at:

NOTE: Applications are due to the Human Resources department by 4PM on the closing date regardless of the postmarked date.

TO APPLY IN PERSON:

Applications are available and can be turned in at:211 W. Aspen Ave., Flagstaff, AZ 86001

Call our general information line at (928) 213-2090 or (800) 463-1389 to request an application by mail. Fax your resume to (928) 213-2089 or E-mail:

Additional information about current and open job vacancies can also be found by calling our job line at (800) 463-1389.

The City of Flagstaff is an Equal Opportunity/Affirmative Action employer.

All qualified applicants will receive consideration for employment without regard to race, color,

religion, sex, national origin, disability, age, or protected Veteran status.

AmeriCorps, Peace Corps and other national service alumni are encouraged to apply.

Paid Holidays • Paid Vacation Days • Paid Sick Days • Health/Dental/Life/Vision Insurance