Salary: $58,429.00 – $68,654.00 Annually
Location : Chesterfield, VA
Job Type: Full-Time
Job Number: 23-01033
Department: Social Services
Opening Date: 05/29/2023
Closing Date: 6/11/2023 11:59 PM Eastern
Minimum Qualifications
WHO WE ARE:
The Department of Social Services is an organization dedicated to serving the community. Our mission is to provide advocacy and excellent services that encourage self-sufficiency; preserve and restore families; and protect the well-being of children, senior citizens, and people with disabilities. We have a culture that is invested in making a meaningful difference by providing quality customer service, recruiting a strong workforce, incorporating efficient business practices, and partnering with our community. Looking for a career in an organization that makes a positive impact in the community? This position is a viable support to the Chesterfield/Colonial Heights Department of Social Services to help provide quality customer services to internal and external customers. The department is seeking a dedicated team player who wants to be part of a culture of high performers who strive to make contributions to those in need.
WHAT’S IN IT FOR YOU?
If you are passionate about making a difference in the community, join our team. We offer a competitive compensation and benefit package, including the Virginia Retirement System defined benefit plan. We work hard to achieve our mission, but we also value work-life balance through paid-time off and flexible work schedules. We support professional development through career development plans, tuition reimbursement program, our award-winning learning and development programs, and opportunities for advancement within the organization.
HERE’S WHAT YOU NEED:
Associate degree in business administration or human services; five years of experience in customer service, including one year of experience in a supervisory or lead capacity; or an equivalent combination of training and experience. Must have considerable knowledge of the principles and practices of customer care operations, front desk, lobby, and customer call center. Candidate must have experience in developing and implementing team scheduling and demonstrate good judgment in dealing with the public. Must be able to make decisions independently as well as collaborate with others. Considerable skill in planning, documenting, and monitoring work activities. Knowledge of social services benefit programs policies and application procedures is highly desired. Excellent organizational, time management, oral/written communication, interpersonal, public relations, and supervisory skills required. Ability to demonstrate exceptional critical thinking and decision-making skills. Computer competency required, MS Word, Outlook, Excel, etc., proficiency in VaCMS and DMIS preferred. Exceptional ability to establish, collaborate, and achieve performance goals. Experience and knowledge in customer call centers and public facing services preferred. Experience with common call center technology desired. Must be willing to demonstrate flexibility to ensure achievement of desired outcomes. Fluent in speaking and writing Spanish, a plus. Current valid driver’s license and good driving record required. Based on the Virginia DMV point system, record must not reflect a total of six or more demerit points within the twenty-four months preceding the anticipated hire date, or one major violation of six demerit points within the preceding thirty-six months. Out of state driving records must be obtained by applicant and presented at time of interview. Records must reflect at least three years of history and be dated within thirty days of interview date. Pre-employment drug testing, FBI criminal background check and education/degree verification required.
WHAT YOU DO AND HOW YOU DO IT:
The Chesterfield-Colonial Heights Department of Social Services is seeking an experienced Administrative Supervisor for the Customer Relations team, who will be a leader in the organization and responsible for the team that responds to customer’s needs through the main call phone line and visitors to the building.
The ideal candidate is a visionary leader who uses a strengths-based and solution-focused approach, data, and strategic planning in all aspects of leadership and program oversight. The Administrative Supervisor works to coach and train staff to achieve performance excellence; manages change and facilitates adjustments necessary for the team to embrace changes in practice and program policies and procedures.
DUTIES: This includes direct supervision, training, and ongoing coaching of a team. The team consists of Human Services Assistants and a Senior Human Services Assistant who provide aid in all areas of the department, but mainly on the customer call center and responding to the public who visit the building. This Administrative Supervisor coordinates and oversees processes working directly with other members of the department leadership team to support agency-wide efforts in meeting the mission. This position trains and evaluates the work of Customer Relations staff, monitors, guides staff to meet performance and top-notch customer service expectations.
Responsibilities include:
- Ensuring adequate staffing of front lobby and receptionist desk
- Ensuring adequate staffing main phone line/call center
- Managing electronic benefit card issuing to walk in customers
- Meeting and exceeding customer service standards
- Assisting the public in accessing department services
- Providing clear communication to the public regarding the department’s openings and closures
- Direct supervision of Human Resource Assistants
- Using reporting and data analytical skills to provide forward thinking and planning to meet customer’s needs
- Providing continuous clear communication to all team members to best serve customers
The Administrative Supervisor conducts an ongoing review and evaluation of service effectiveness using data and various program evaluation methods. This includes interpreting policies and programs, developing collaborative relationships and resources in the community and with internal stakeholders. The Administrative Supervisor assists in monitoring program expenditures, maintains records, and prepares reports. Employees of Social Services are assigned to Emergency Shelter Teams and reporting to an activated community shelter for duty is part of the job’s requirements. Perform other work as required.
Shift
Monday – Friday; 8:30 a.m. – 5:00 p.m.
Work Location
Social Services
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