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Job Description
The City of Richmond Department of Finance, Division of Revenue is seeking a qualified candidate for the position Customer Service Supervisor. The Personal Property Supervisor manages a team of Personal Property tax professional who provide high level customer service while managing large ticket volumes. The incumbent will monitor and manage customer flow, oversee quality control related billing processes, and report on performance and capacity measures to ensure proper staffing and project prioritization. The Personal Property Supervisor plays a critical leadership role in ensuring the efficient and effective operation of the Personal Property Team within the Department of Finance's Revenue Administration Unit.
People Management and Leadership:
Lead, mentor, and develop a team of Personal Property staff, fostering a collaborative and high-performance work environment. Conduct performance evaluations, provide constructive feedback, and identify professional development opportunities for direct reports. Oversee onboarding, and training of new Personal Property personnel. Manage workload distribution and performance metrics, allocate resources effectively, and ensure adequate staffing levels. Promote a culture of accountability, continuous improvement, and exceptional customer service within the Personal Property team.
Customer Service:
Provides high-level customer service to taxpayers, internal and external partners, ensuring a high level of professionalism, accuracy, and responsiveness from your team. Obtains and maintains a working knowledge of City ordinances that impacts taxpayers Evaluates workload and assigns tickets in accordance with team members' capacity. Acts as first level response to ticket escalations from the Mayor and Council Offices. Works with Customer Service and Training and Development teams to provide relevant coaching and training opportunities to frontline staff within the Personal Property Unit.
Policy and Procedure:
Obtains and maintains a working knowledge of City ordinances that impacts taxpayers. Works with the Controls unit and the Personal Property Manager to develop, implement, and monitor policies and procedures to optimize efficiency and compliance.
Strategic Oversight:
Attend and participate in departmental staff meetings, as well as meetings with other departments, and citizens to represent the City on matters of fiscal policy and regulation concerning vehicle personal property taxes. Informs the development and execution of key performance measurements and the associated assessment protocols. Works with Personal Property Manager to leverage available technology and resources to enhance efficiency and effectiveness in all aspects of vehicle personal property tax operations.
Reporting and Analysis:
Review, prepare, and submit regular and ad hoc comprehensive reports on personal property tax activities, including workload and metric reporting to identify trends and make recommendations for process improvements. Works with the Personal Property Manager to collect information and reporting to assist with internal and external audit requests. This position is considered an Essential Personnel, which means that the incumbent is required to work when the City is closed due to public emergencies, critical or hazardous conditions or inclement weather.
KNOWLEDGE, SKILLS, AND ABILITIES
Knowledge (some combination of the following): Best practices in call centers Customer service policies and procedures Account reconciliation Research and auditing practices as related to customer service activities Banking/financial and credit transactions Standard office equipment City's services or products and who performs them Related City databases Skills (some combination of the following): Computer proficiency and technology skills including Microsoft Office Suite, Oracle based systems, CIS system, etc. Oral, written, and interpersonal communication Negotiation Conflict resolution Researching and evaluating Customer service People management Leadership and team building Abilities (some combination of the following): Multi-task Listen attentively Problem solving Manage time effectively Maintain the integrity of time sensitive processes and documentation Write, speak, plan, and organize effectively Supervise, motivate, and develop staff Listen and understand comments/concerns Make sound decisions Research and analyze data to resolve customer issues or concerns
MINIMUM TRAINING AND EXPERIENCE
Associate's degree in business, accounting, or a related field. Three years of paraprofessional customer service experience, including handling escalated complaints, researching account errors, and processing payments and account adjustments. Supervisory experience is preferred. An equivalent combination of training and experience (as approved by the department) may be used to meet the minimum qualifications of the classification. LICENSING, CERTIFICATIONS, and
