Supervisor II, Customer Service

Supervisor II, Customer Service

The Supervisor II, Customer Service, is responsible for overseeing and enhancing the customer service experience across all health department services and programs. This role ensures timely, accurate, and compassionate communication with clients, patients, and the public while managing a team of customer service receptionists. The ideal candidate will have strong leadership skills, a passion for public health, and the ability to build and maintain organizational enthusiasm.

Education: Bachelor's degree preferred, preferably in Public Health, Health Education, Business, Communications or related field. Experience: Three to five years of prior experience in supervision, program development, and working in Customer Service. Skills and Knowledge:

• Exceptional communication, conflict resolution, and leadership skills.
• Experience working with individuals and groups from diverse backgrounds.
• Maintains the highest level of professional behavior at all times, even in stressful situations.
• Avoids behaviors, comments, and conversations that harm morale, productivity, customer satisfaction, and teamwork.
• Ability to work both independently and cooperatively and respond appropriately in a variety of complex situations.
• Excellent written and oral communication skills are required in communicating effectively with all levels of customers and employees. Communicate in a clear and positive way.
• Ability to provide educational presentations and training programs.
• Excellent organizational skills and the ability to manage multiple tasks at once.
• Computer competency required.

Internal and External Working Relationships:

• Internal contact with the Executive Director, Executive Associate Director, Associate Directors, Program Coordinators, Managers, and THD employees.
• External clients, patients, and the public.

Physical Effort: This role regularly utilizes standard office equipment, including computers, phones, photocopiers, and filing cabinets. Lifts materials, boxes, and equipment weighing less than 20 pounds short distances. Repetitive motions requiring the dexterity to grasp writing utensils or use a keyboard. Clarity of vision to include the use of computers and other written materials.

Supervisory Responsibility/Accountability:

• Direct Supervision: THD Reception/Switchboard staff
• Indirect Supervision: None
• Budget/Money/Material: Responsible for assigned computer hardware and software equipment.
• Reports to: Associate Director, Office of Community Health and Quality Improvement

Working Conditions:

• Must be flexible to meet the needs of various schedules; hours may fluctuate based on priority of deadlines and workload.
• Typically works in an office environment.

Special Requirements:

• Must maintain THD record confidentiality according to HIPAA regulations.
• Must possess the ability and willingness to perform job-related travel.

FLSA Status: Exempt