Treasurer's Office - CAPP Supervisor

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Arlington, VA, United States (On-site)

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• Locations 2100 Clarendon Blvd, Arlington, VA, 22201, US (On-site)
• Salary $69,700.80 - $ Annually

IMPORTANT NOTICE: Arlington County requires all applicants to thoroughly complete each section of the application, including prior job responsibilities, duties, and supplemental questions. While you may attach a resume, it will not replace a completed application. Incomplete applications will not be considered.

The Arlington County Treasurer's Office is seeking a Customer Service and Customer Assessment and Payment Portal (CAPP) supervisor to direct the daily operations, quality control, and performance of the Customer Service Section. This position trains and supervises a staff of eight people who provide support to businesses and individuals managing their tax accounts, customer records, and online payments. The Customer Service Section serves Arlington’s citizens every day in person and by phone or email.

This team provides in-person service to customers who come into the office to make payments or seek assistance with their tax accounts, Utilities bills, parking tickets or dog licensing. In addition, this position will manage the registration for real estate tax accounts upon notification of property transfer or title changes, and compile and analyze data on all areas assigned to the Customer Service Section including funds handling, CAPP functionality, the automatic bank debit program (ABD), and dog licensing.

Additionally, this position oversees Customer Service Section projects and initiatives focused on retrieving, maintaining, and improving data accuracy and organization. This person is the subject matter expert on cashiering and related systems for the Treasurer’s Office and serves as the liaison with other divisions within the Treasurer’s Office, with other County agencies, and with outside parties.

Major

Job Duties:

• Ensuring quality control for the work produced by staff in the Customer Service Section, including ABD, CAPP enrollment, real estate registrations, dog licensing, cash handling;
• Monitoring CAPP email box and phone lines for volume, to ensure proper staffing throughout the tax year;
• Managing and evaluating Customer Service/CAPP programs, functions and helpdesk activities;
• Identifying areas for system improvements, recommending prioritization and writing requirements, working closely with developers until changes are ready for testingto improve the customer experience, develop reporting, streamline work, or make staff more efficient;
• Training, assigning work and supervising the performance of eight Customer Service team members who provide technical support to businesses and individuals managing their tax accounts;
• Training staff from other divisions on cashiering and cash handling during our main tax period;
• Supporting management with strategic planning for the Operations Division; and
• Researching and resolving complex issues and ensuring resolution is communicated to appropriate parties.

The ideal candidate will demonstrate effective verbal and written communication skills, coachability, sensitivity, self-motivation, time-management skills, empathy for customers, and the ability to remain professional and calm in a high-volume, fast-paced customer service environment. This position requires the ability to multitask and alternate between in-person counter duties and back-office desk duties as needed. The candidate must be adept with technology and with using multiple complex systems at the same time, while eliciting, understanding and advocating for customer needs.

Minimum Qualifications:

• Some college in public administration, business administration, or a field directly related to area of assignment.

Substitution(s): Additional education may be substituted for experience.…