Treasurer's Office - CAPP Supervisor

Job Description

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 support businesses and individuals managing their tax accounts, customer records, and online payments. The Customer Service Section serves Arlington’s citizens every day in person, by phone, and by 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.

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

• Ensuring quality control for staff work in the Customer Service Section, including ABD, CAPP enrollment, real estate registrations, dog licensing, and cash handling.
• Monitoring the 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, and working closely with developers until changes are ready for testing to 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 the main tax period.
• Supporting management with strategic planning for the Operations Division.
• Researching and resolving complex issues and ensuring resolution is communicated to appropriate parties.

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

Additional education may be substituted for experience. Additional experience may be substituted for education.

• Considerable experience in public administration, including programs like those in the Treasurer’s Office.
• Experience monitoring the work of professional and clerical staff.
• Proficiency with a wide range of software programs, specifically Microsoft Office Suite or similar software.
• Experience working directly with the public, explaining policies, procedures, and/or tax regulations to customers.

A pre‑employment criminal records check will be conducted, including checks of the criminal record, driving record, education, professional licensure, and credit history. Applicants must sign a release authorizing the…