Treasurer's Office - CAPP Supervisor jobs in United States
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Arlington County Government ยท 3 hours ago

Treasurer's Office - CAPP Supervisor

positionArlington, VA
timeFull-time
remoteOnsite
seniorityMid, Senior Level

Arlington County Government is seeking a Customer Service and Customer Assessment and Payment Portal (CAPP) supervisor to direct the daily operations of the Customer Service Section. This role involves training and supervising a team to support citizens with tax accounts, managing data accuracy, and ensuring quality control in service delivery.

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Comp. & Benefits

Responsibilities

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 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 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

Qualification

Public administrationCustomer serviceCash handlingMicrosoft Office SuiteEmpathyCoachabilityEffective communicationTime management

Required

Some college in public administration, business administration, or a field directly related to area of assignment
Effective verbal and written communication skills
Coachability
Sensitivity
Self-motivation
Time-management skills
Empathy for customers
Ability to remain professional and calm in a high-volume, fast-paced customer service environment
Ability to multitask and alternate between in-person counter duties and back-office desk duties as needed
Adept with technology and with using multiple complex systems at the same time
Ability to elicit, understand and advocate for customer needs

Preferred

Considerable experience in public administration, with experience in programs like those in the Treasurer's Office
Monitoring the work of professional and clerical staff
Using a wide range of software programs, specifically Microsoft Office Suite or similar software
Working directly with the public explaining policies, procedures and/or tax regulations to customers

Benefits

Health
Dental
Vacation and sick leave
Commuter transportation subsidies
Tuition reimbursement
A generous retirement plan

Company

Arlington County Government

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Arlington County is more than just a place to work.
dateFounded in 1801
location
Arlington, Virginia, USA
people-size1001-5000 employees
web-link
https://www.arlingtonva.us

Funding

Current Stage
Late Stage

Leadership Team

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Michael Stewart
Deputy Chief Financial Officer
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Michelle Cowan
CFO
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