County of Alameda

Customer Service Supervisor, HARD (#1193H)

Bargaining Unit: ( )
$30.85-$37.50 Hourly / $2,468.00-$3,000.00 BiWeekly /
$5,347.33-$6,500.00 Monthly / $64,168.00-$78,000.00 Yearly


DESCRIPTION
Under direction, plans, coordinates and directs all customer service activities related to Park District class registration(s) and facility(ies) and park area rental reservations; performs related daily accounting reconciliation functions; serves as the registration software’s system administrator and performs related duties as required.

DISTINGUISHING FEATURES

This is a singular, first line, supervisory class located in the Recreation Department. This position reports to the Recreation Superintendent and as the lead contact for customer service, works closely with all Recreation Department staff and customers regarding registration, program information and facility rentals. This position performs duties regularly requiring the application of complex business and software system administration technical skills. Additionally, this position is responsible for supervising, planning, organizing, coordinating, assigning, directing, and evaluating a centralized clerical staff.

EXAMPLES OF DUTIES
NOTE: The following list of duties are those usually performed by most employees in this classification. However, employees may perform other related duties at an equivalent level. Not all duties listed are necessarily performed by each individual in the classification.

1. Plans, schedules, assigns, coordinates, reviews and evaluates the work of clerical staff involved in District registration and reservation activities.

2. Provides training and technical assistance to managers, supervisors, coordinators and subordinates for policy, procedural, informational and technical inquiries regarding registration/reservation software.

3. Answers user inquiries and advises users via phone, email and in person by researching and tracking system problems to provide solutions.

4. Diagnoses causes of information errors, makes corrections, and communicates status of problem resolution among stakeholders, including supervisors, management and staff in other departments.

5. Provides administrative support to the Recreation Superintendent regarding high level and confidential issues.

6. Performs complex, specialized daily accounting functions including daily reconciliation of deposits, and corrects any irregularities in conjunction with the Accounting Division.

7. Coordinates with the Accounting Division to update accounts in registration software, processing bad debt write offs, A/R reconciliation and returned checks.

8. Works closely with the IT Division to reduce the District’s exposure to fraud risk and ensures that technology changes are made with little or no impact to users and the public.

9. Acts as the office manager maintaining confidential department files, materials and records; oversees the maintenance of office machines and inventory.


MINIMUM QUALIFICATIONS
EITHER I
Experience:

The equivalent of three years of full time progressively responsible experience working in a customer service, business office environment that included at least two years in a lead worker capacity with major responsibility for the interpretation and resolution of complex customer service issues beyond the initial contact level.

OR II
Education:

Possession of an Associate of Arts degree or the equivalent to completion of two years of college course work (90 quarter or 60 semester) units from an accredited college or university in Business, Accounting, Information Systems or a related field.

NOTE: The Civil Service Commission may modify the above minimum qualifications in the announcement of an examination.

KNOWLEDGE AND SKILLS

NOTE: The level and scope of the following knowledge and abilities are related to the duties listed under the “Examples of Duties” section of this specification.

Knowledge of:

• Reservation and registration computer software system
• Department and District rules, regulations and procedures
• Modern office practices and procedures
• Advanced customer service/relations theories
• Principles and practices of automated financial record keeping
• General accounting principles and terminology
• Business English, spelling, grammar and punctuation
• Modern office equipment including personal computers
• Principles and practices of employee supervision, selection, training and performance evaluation

Ability to:

• Schedule, assign, organize, direct, train, review and evaluate the work of assigned employees

• Perform difficult and/or complex customer service and administrative accounting work
• Establish, organize and maintain complex record keeping systems
• Establish and maintain effective working relationships with employees, outside organizations and the public
• Effectively operate a variety of modern office equipment including computers and related software
• Perform accurate arithmetic calculations
• Respond professionally and effectively to changing priorities
• Function independently and make decisions based on sound judgment affecting areas of responsibility
• Communicate effectively, both orally and in writing
• Work effectively under pressure, and with frequent interruptions
• Provide courteous and efficient service to customers and clients
• Pay close attention to technical detail while performing technical tasks
• Review and analyze processes and procedures and make effective recommendations for change
• Motivate staff and lead by example


CLASS SPEC HISTORY
New spec: 1193H
AM:cs 8/20/13
CSC Date: 10/16/13

BENEFITS

BENEFITS FOR POSITIONS AT HAYWARD AREA RECREATION DEPARTMENT

Ten (10) working days paid vacation each year; fifteen (15) days after five (5) years of service; and twenty (20) days after thirteen years of service.

Thirteen (14) paid holidays a year.

Sick leave is accrued at the rate of one (1) day per month.

Choice of three (4) health plans for employees and their dependents, most, if not all of which is paid for by the District upon completion of probation. (Employees that are Full-time, benefits are effective upon date of hire)

Comprehensive dental plan for employees and their dependents after completion of probation. ( Employees that are Full-time,  benefits are effective upon date of hire)

Vision care reimbursement benefit.

Social Security paid for by District and employee.

Public Employees Retirement System (employee's share paid by the District).

Long Term Disability Plan.

Deferred Compensation Plan available.

Employee Credit Union services.

Educational Tuition Reimbursement.

Employee Assistance Program.