Customer Support Manager

J  o  b    D  e  s  c  r  i  p  t  i  o  n

Job Information

Title:

Customer Support Manager

Market Range:

MR20

Approved Date:

5/5/2021 2:47:36 PM

FLSA:

Exempt

EEO Code:

PROFESSIONALS

Career Level:

M2

Career Level Description:

Management Level 2

Job Code:

100174

Job Family:

General Management

Sub Family:

Customer Service

Primary Purpose

Manages the call center, consumer records and building functions of the agency in order to assure compliance with state and federal mandates and timely delivery of benefits.

•

Ensures consumer records are created, maintained, used and disposed of in accordance with county state and federal guidelines and HIPAA and all privacy and confidentiality requirements.  Communicates strategically with the county's enterprise records manager to develop procedures to document record life-cycle and align record retention schedules across the agency. Supervises the Human Services Records Supervisor.

1

25%

•

Creates functional strategies and specific objectives for the Call Center to ensure that calls are handled timely. Develops performance metrics to ensure customer satisfaction and reporting of statistical performance to agency leadership. analyzes operations to assure Call Center efficiency. Leads the process for continuous quality improvement.  Collaborates with agency leadership to develop standards and guidelines that align the work of the call center to support the work of agency programs and services.  Supervises the Call Center Supervisor.

2

20%

•

Directs the functions of the Document Control Center to assure that all incoming mail is processed timely and accurately. Supports the creation of agency case management records as well as the processing of applications and recertification to determine client eligibility for economic services.

3

35%

•

Directs functions that assure Human Services buildings are safe, secure and properly maintained. Develops operational strategies for maintenance requests and the move management process throughout the agency. Develops processes, procedures and guidelines for safety and security. Develops building maintenance calendars and monitoring reports and communicates these to top management.  Aligns building maintenance and enhancement projects with agency priorities and budget. Supervises the Building Administration Supervisor.

4

20%

Position(s) may perform other duties in addition to the above as assigned by management.

*IMPORTANT* In the event of an emergency, as determined by the County Manager or designee, participation in preparedness and response operations should be expected. Employee may be required to fill a temporary assignment in a role different from standard duties, work hours and/or work location in preparation for, during and after the emergency. Employee may also be required to participate in relevant exercises and regular preparedness training.

Career Level Dimensions

Career Level:

M2

Career Level Description:

Management Level 2

•

Fully accountable for implementing operational plans for a Work Group with measurable contribution on Division results.

•

May have budget accountability.

•

Responsible for making moderate improvements of processes, systems or standards to enhance performance of the Work Group.

•

Supports and utilizes the innovations of others to improve on solutions, approaches and technologies.

•

Communicates within and outside the Work Group, and may communicate with other parties within the Division.

•

Sometimes requires ability to influence others outside of own job area on policies, practices and procedures.

•

Manages professionals. Leads, directs and reviews the work of team members in order to accomplish operational plans and results.

•

Has hiring, firing, promotion, performance and reward authority for direct reports.

•

Requires practical knowledge in leading and managing the execution of processes, projects and tactics within one job area. Typically has advanced knowledge and skills within a specific technical or professional discipline with understanding of the impact of work on other areas of the organization.

Qualifications

•

Bachelor's degree

•

Five years of job-related experience, including three years of supervisor experience

•

Equivalent education and experience are accepted

•

Registered Health Information Administrator

Upon Hire

•

Registered Health Information Technician

Upon Hire

•

Superior Customer Service skills.

•

Ability to handle confidential matters with discretion.

•

Ability to prioritize and manage multiple requests and deadlines

•

Excellent Team leader and innovative thinker capable of making trade off decisions that best represent the customer and business needs. 

•

Strong team builder with ability to mentor, develop and lead staff 

An individual must be able to perform each essential duty satisfactorily to perform this job successfully. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Competencies

Attention to Detail

Thoroughness in accomplishing a task through concern for all the areas involved, no matter how small. Monitors and checks work or information and plans and organizes time and resources efficiently.

Quality Assurance

Produces results or provides service that meets or exceeds organizational standards. May audit the work of others to ensure quality standards are met.

Problem Solving

Builds a logical approach to address problems or opportunities or manage the situation at hand by drawing on one's knowledge and experience base, and calling on other references and resources as necessary.

Relationship Building

Builds constructive working relationships characterized by a high level of acceptance, cooperation, and mutual respect.

Coaching & Mentoring

Works to improve and reinforce performance of others. Facilitates their skill development by providing clear, behaviorally specific performance feedback, and making or eliciting specific suggestions for improvement in a manner that builds confidence and maintains self-esteem.

Team Leadership

Willingly cooperates and works collaboratively toward solutions that generally benefit all involved parties; works cooperatively with others to accomplish organizational objectives. Manages staff in ways that improve their ability to succeed on the job.

Integrity

Act with honesty, transparency and respect in our interactions with co-workers and those we serve. Adhere, without exception, to laws, policies, procedures and professional standards.

Accountability

Establish high-quality standards for work. Add value. Measure results and hold self and others accountable for making progress toward desired outcomes. Take a logical and data-driven approach to decision-making.

Diversity

Believe that different backgrounds and experiences strengthen the organization and produce better results. Value inclusion across race, gender, age, religion, identity and experience, and strive to reflect in our workforce the diversity of our community.

Collaboration

Foster a work culture in which different ideas and opinions are encouraged and expected. Listen carefully and speak thoughtfully. Work together toward shared goals with mutual respect and cooperation.

Continuous Improvement

Continuously improve work processes and products. Provide a safe environment to be innovative and creative and try new things. When things don't go as planned, use it as an opportunity to learn, regroup and begin again. Provide time and resources for individuals to grow and develop both personally and professionally.

Wellness

Take proactive steps to be physically fit and healthy, emotionally strong, financially secure and socially fulfilled, while inspiring and empowering others to do the same.

Service Orientation

Commit to making a difference within the community. Actively engage in and enjoy our work. Deliver services that exceed expectations, with courtesy, politeness and sensitivity to the experiences, concerns and feelings of all co-workers and customers.

ADA Checklist

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

Standard ADA Selection:

Office Environment

Standing

X

Walking

X

Sitting

X

Lifting/Carrying 0-10 pounds

X

Lifting/Carrying 10-20 pounds

X

Lifting/Carrying 20-50 pounds

X

Lifting/Carrying 50-100 pounds

X

Pushing

X

Pulling

X

Climbing

X

Balancing

X

Stooping

X

Kneeling

X

Crouching

X

Crawling

X

Reaching

X

Handling

X

Grasping

X

Fingering

X

Feeling

X

Talking

X

Hearing

X

Visual Perception

X

Repetitive Motions

X

Eye/Hand/Foot Coordination

X

Memorization/Concentration

X

Learning/Knowledge Retention

X

Preparing/Analyzing Numerical Figures

X

Use of Interfaced Commmunication Devices (Phone, Computer, Radio etc.)

X

Analyzing/Examining/Testing Data

X

Emotional/Behavioral Self-Regulation

X

Interacting with Others

X

Comprehension

X

Organization

X

Decision Making

X

Comprehension

Understand complex problems and collaborate to explore alternative solutions

Organization

Organize and prioritize the work schedules of others to manage multiple tasks and/or projects

Decision Making

Make decisions that have significant impact on a department's credibility, operations and/or services

Communication

Communicate and explain a variety of information

Extreme cold

X

Extreme heat

X

Humid

X

Wet

X

Noise

X

Hazards

X

Temperature Change

X

Atmospheric Conditions

X

Vibration

X

Computers/Monitors

X