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Forsyth County · 2 days ago

PW Customer Service and Field Technician Supervisor

New Port Richey, FL

Full-time

Onsite

Mid, Senior Level

4+ years exp

Forsyth County is seeking a Customer Service and Field Technician Supervisor to oversee customer service and technician supervision for the Public Works Department. The role involves developing training programs, managing service requests, and ensuring high-quality communication with residents.

Government Administration

No H1B

Responsibilities

Develops, coordinates, and delivers comprehensive training for Public Works Customer Service and Operations Support staff, ensuring a high level of competency in customer service standards, stormwater and roadway procedures, and WAMS usage

Provides direct training and guidance on the County’s Work and Asset Management System, customer service software, and communication protocols

Creates, updates, and maintains a repository of training materials, job aids, and reference guides on the Public Works intranet

Develops and coordinates departmental onboarding and orientation for new Public Works administrative, operations, and customer service employees

Designs online and in-person training materials on customer service procedures, communication skills, work order processing, and stormwater/roadway issue intake

Collaborates with Public Works leadership, managers, and supervisors to identify training needs, skill gaps, and customer service improvement opportunities

Assesses training effectiveness, evaluates staff performance related to customer service competencies, and recommends improvements

Analyzes trends in customer inquiries, service requests, and recurring stormwater or roadway issues. Provides recommendations for process improvements and enhanced service delivery

Participates in system-wide initiatives, policy implementation, and customer service strategy development

Assists with the selection, training, development, and evaluation of assigned staff

Interprets Public Works goals, policies, and procedures for employees, residents, contractors, and internal partners

Represents Public Works Customer Service in meetings, workshops, presentations, and interdepartmental collaborations

Prepares reports, summaries, training documentation, and performance assessments

Performs other related duties as required

Qualification

Public Works customer serviceWAMS usageTraining program developmentSupervisory methodsData analysisGeographic Information Systems (GIS)Communication skillsProblem-solving skillsTeam collaborationAdaptability

Required

Graduation from an accredited college or university with an Associate degree, and two (2) years' experience analyzing data, creating reports, and troubleshooting programs & hardware and one (1) year of supervisory or team lead experience OR graduation from high school or possession of an acceptable equivalency diploma and four (4) years' of experience. Two (2) years' of supervisory or team lead experience

Must possess a valid Florida driver's license

Ability to lift and/or move up to 30 pounds and also push or pull heavy objects. May use a handling device (dolly, cart, etc.) or work with another team member to lift and/or move excessively heavy objects. Ability to bend, stoop, squat, and walk for extended periods. Adaptable to inclement weather. Ability to communicate effectively using verbal, written, and visual communication