Customer Service Manager
Full Time
Cabarrus County, NC
$50,794 - $60,715 a year
Posted Today
Job description
Description
Applicants are encouraged to apply early. The application review process will take place immediately and continue until the position is filled. This recruitment may close any time after the first review or when a sufficient number of qualified applications have been received.
This position will be located in Kannapolis, NC. Will provide customer service for Department of Health and Human Services Programs.
Hiring range for this position is $50,793.60 - $60,715.20. Initial placement for new employees is customarily at entry level through 35% percentile. Pay grade for this position is 19.
General Definition of Work :
Performs advanced professional level responsible supervisory work in the guidance, coordination, and delivery of eligibility programs and services within a unit of the Administration Division within the Department of Human Services. Work is circumscribed by federal, state, and county constraints, but within those constraints the employee exercises independent judgment and initiative. Work is performed under regular supervision of the Business Services Manager. Supervision is exercised over Income Maintenance supervisors, Customer Relations Supervisor, IMCI’s and administration line staff in the Administration division.
Examples of Duties
Essential Functions/Typical Tasks
:
Plans, directs, supervises, and participates in the delivery of information of agency programs and services; holds conferences, and assists supervisors and staff in resolving difficult or unusual situations; interprets and provides guidance on regulations and procedures; prepares and maintains records, files, reports, and confidentiality.
(
These are intended only as illustrations of the various types of work performed. The omission of specific duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)
- Manages supervisors, Income Maintenance Caseworker I’s, Income Maintenance Technicians and administration line staff.
- Evaluates performance of staff for adherence to Federal and State standards regarding quality of work.
- Provides recommendations for employment actions such as hiring, promotions, demotions, disciplinary actions, and dismissals.
- Ensures supervisors are balancing workloads within their unit.
- Evaluates and makes necessary adjustments in personnel assignments, staffing and organizational design for maximum efficiency.
- Implements changes in work procedures or processes to meet program or service demands and client needs.
- Presents recommendations to management regarding program or divisional goals, objectives, procedures, or processes.
- Provides detailed analysis to management on administrative and/or budgetary issues.
- Assess training needs and ensure appropriate training takes place.
- Evaluates the work of the unit via quality assurance reports, state computer error printouts, and input from supervisors and staff.
- Enforces policies and procedures and ensures compliance.
- Conducts team meetings and conferences.
- Supports and provides input on divisional and agency goals and objectives.
- Participates in long-range planning for the division.
- Prepares reports.
- Maintains records, files, and confidentiality.
- Performs duties related to disaster situations and emergency shelter operations.
- Performs related tasks as required.
Knowledge, Skills, and Abilities :
Thorough knowledge of standard office and record management practices, procedures, equipment, and principles; of departmental objectives, programs and procedures; and of business English and spelling. Thorough knowledge of income maintenance services and required documentation. Considerable knowledge of the Department of Human Services agency programs. Considerable knowledge of community services and programs that may affect eligibility. Considerable knowledge of and ability to read, analyze, interpret, and apply federal, state, and county program rules, regulations, and procedures. Considerable knowledge of casework supervision. Considerable knowledge of eligibility principles, techniques, and practices and their applications to casework. Working knowledge of office equipment, audiovisual equipment, computers, and applicable software. Ability to instruct, organize, supervise, and direct the work of subordinates. Ability to resolve conflict and provide mediation. Ability to tolerate high-stress situations. Ability to assess situations, extract the relevant information, and to make appropriate decisions. Ability to communicate and present ideas effectively verbally or in writing. Ability to establish and maintain effective working relationships with staff, other supervisors, management, employees, and the general public.
Minimum Education / Experience requirements
Education and Experience
:
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Requires a high school diploma or GED. -
Requires four years of experience as a caseworker or investigator in an income maintenance program in North Carolina, preferably with at least one year of supervisory experience.
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Requires strong computer skills, particularly with programs such as Word and Excel.
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Ability to speak Spanish is desirable.
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An equivalent combination of training and experience.
Special Requirements :
Possession of an appropriate driver’s license valid in the State of North Carolina.
Physical Requirements :
This is sedentary work requiring the exertion of up to 10 pounds of force occasionally and a negligible amount of force frequently or constantly to move objects; work requires stooping, reaching, fingering, grasping, and repetitive motions; vocal communication is required for expressing or exchanging ideas by means of the spoken word and conveying detailed or important instructions to others accurately; hearing is required to perceive information at normal spoken word levels and to receive detailed information through oral communications; visual acuity is required for preparing and analyzing written or electronic data, operation of technology and office equipment, determining the accuracy and thoroughness of work, and observing general surroundings and activities; the worker is not subject to adverse environmental conditions.
Supplemental Information
Supplemental and Contact Information
Cabarrus County selects applicants for employment based on job-related knowledge, skills, and abilities without regard to race, color, gender, national origin, religion, age, disability, political affiliation or political influence.
Degrees must be received from appropriately accredited institutions. Transcripts, degree evaluations and cover letters may be uploaded with your application. Applicants who obtained their education outside of the United States and its territories are expected to assume responsibility for having their academic degrees validated as equivalent to a degree conferred by a regionally accredited college or university in the United States.
Please be sure to complete the application in full. Resumes may be uploaded with your application, but will not be accepted in lieu of a fully completed application and will not be considered for qualifying credit. "See Resume" or "See Attachment" will NOT be accepted.
If multiple applications are submitted to an individual position, only the most recent application received prior to the posting closing date will be accepted. Applications must be submitted by 11:59 PM on the closing date.
Due to the volume of applications received, we are unable to provide information regarding the status of your application over the phone. To check the status of your application, please log in to your account. Processing applications will take an average of 6 – 8 weeks due to the high volume of applications received. It is not necessary to contact the Human Resources Office to check the status of an application. Upon the closing date, applications are "Under Review" and will be screened by Human Resources for the most qualified applicants.
For technical issues with your applications, please call the NEOGOV Help Line at 855-524-5627. If there are any questions about this posting other than your application status, please contact HR at 704-920-2200.
Degrees must be received from appropriately accredited institutions. Transcripts, degree evaluations and cover letters may be uploaded with your application. Applicants who obtained their education outside of the United States and its territories are expected to assume responsibility for having their academic degrees validated as equivalent to a degree conferred by a regionally accredited college or university in the United States.
Please be sure to complete the application in full. Resumes may be uploaded with your application, but will not be accepted in lieu of a fully completed application and will not be considered for qualifying credit. "See Resume" or "See Attachment" will NOT be accepted.
If multiple applications are submitted to an individual position, only the most recent application received prior to the posting closing date will be accepted. Applications must be submitted by 11:59 PM on the closing date.
Due to the volume of applications received, we are unable to provide information regarding the status of your application over the phone. To check the status of your application, please log in to your account. Processing applications will take an average of 6 – 8 weeks due to the high volume of applications received. It is not necessary to contact the Human Resources Office to check the status of an application. Upon the closing date, applications are "Under Review" and will be screened by Human Resources for the most qualified applicants.
For technical issues with your applications, please call the NEOGOV Help Line at 855-524-5627. If there are any questions about this posting other than your application status, please contact HR at 704-920-2200.
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