Customer Services Supervisor

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Welcome and thank you for your interest in employment with Loudoun County Government!

ALL SECTIONS OF THE APPLICATION MUST BE COMPLETED IN ITS ENTIRETY. THE RESUME IS CONSIDERED SUPPLEMENTAL INFORMATION ONLY. APPLICATIONS THAT ARE INCOMPLETE OR INDICATE 'SEE RESUME' WILL NOT BE TAKEN INTO CONSIDERATION.

Introduction

Loudoun County is one of the fastest growing counties in the country, known for its excellent quality of life and strong economy, while embracing its historic presence. Located 35 miles west of Washington DC, Loudoun County offers a diverse blend of cultural, recreational, and educational opportunities. Loudoun County Department of Family Services seeks a dedicated, professional candidate for its Customer Services Supervisor role. The successful candidate will join the Customer Services Unit and the diverse department that envisions better health, safety, and well-being for all. The Department supports individuals and families in the community to live their best lives while advocating for those most vulnerable and respecting their right to self-determination.

Job Summary

We are currently seeking talented and highly motivated candidates eager to contribute to a dynamic, fast paced work environment. Join us in our mission to assist Loudoun County residents in accessing public benefits and support the professional development of our dedicated staff. Role and Responsibilities: Program Supervision:

• Provide technical and administrative support for the department's customer service and on-demand transportation programs
• Oversee front counter interactions with customers and clients, handling requests related to permits, health or welfare services, cashiering, and non-emergency transportation appointments
• Utilize comprehensive program knowledge to analyze and verify applications, ensuring their completeness and adherence to program requirements
• Facilitate payment processes, guide clients through program requirements, and resolve any issues that may arise.

Staff Supervision:

• Manage and supervise staff, ensuring compliance with county and human resources policies
• Provide regular feedback, conduct performance appraisals, and maintain awareness of relevant departmental and county policies and procedures
• Ensure staff are appropriately trained and possess up-io date certifications
• Advise the Program Manager of any staffing, workload, or performance challenges.

Front Counter Services:

• Oversee the day-to-day operations and services provided at the front counter and the on-demand transportation program
• Deliver efficient, courteous, and timely customer service to internal and external customers, upholding the highest standards of professionalism.

Mail Handling:

• Receive, open, and date stamp all incoming mail and correspondence
• Forward incoming mail to the appropriate individuals within the department
• Prepare departmental mail for daily pick-up, ensuring prompt delivery.

Office Supplies and Equipment:

• Manage the procurement process for office supplies, equipment, and services
• Prepare requisitions to maintain adequate inventory levels and ensure seamless operational functioning.

Hiring Salary commensurate with experience.

Minimum Qualifications

High School diploma or equivalent; four (4) years of related work experience related to assigned department; or equivalent combination of education and experience.

Job Contingencies and Special Requirements

Criminal background check required. Based on assigned department and/or program area fingerprinting, credit and/or DMV check may also be required. For DMV check, valid driver's license and good driving record required (driving records may be reviewed annually for continued qualification). Positions in public safety agencies may require fingerprinting and polygraph examination. Hold a Virginia State Notary Public Certificate or be eligible to obtain one within the first six months, if required for position. This position is considered essential personnel and will require reporting to work during times designated countywide as approved for unscheduled leave regardless of weather, transportation, or disaster. Typical hours are 8:30 a.m. to 5 p.m., Mondays through Fridays. May also be required to work and may be assigned to an alternate worksite(s) within the county to carry out duties that support operational needs.