CUSTOMER INFORMATION CENTER MANAGER - 40001260

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DEPARTMENT:       

SOCIAL SERVICES (DSS)

DATE POSTED:            

JUNE 2, 2026

CLOSING DATE:           

JUNE 16, 2026

HIRING RANGE:

$52,730.00 - $71,154.00 

POSITION NUMBER:            

40001260

JOB TYPE:

FULL-TIME, NONEXEMPT

 

RESPONSIBILITIES:

 

The functions listed below are those that represent the majority of the time spent working in this position. Management may assign additional functions related to the type of work of the position as necessary.

 

• Supervises, directs, and evaluates assigned staff, processing employee concerns and problems, directing work, counseling, disciplining, and completing employee performance appraisals.
• Coordinates, assigns and reviews work and establishes work schedules; maintains standards; monitors status of work in progress; inspects completed work assignments; answers questions; gives advice and direction as needed.
• Recruits, trains and monitors the staff that provides customer service in the call center, reception lobbies, and records management unit; set work standards, reviews work and provides counseling, discipline and other supervisory oversight as needed.
• Works with program managers and agency leadership to plan and implement changes to improve work flow and customer service of the intake and records areas; develops and improves processes, priorities and goals according to the needs of the client population.
• Organizes and directs the scheduling and training of staff for maximum efficiency; addresses and resolves problems involving client service; assures interpreting services are provided for non-English speaking families that enable them to access services appropriately; sees that documents and signs are translated for these citizens.
• Develops and/or revises work procedures and methods, including necessary forms design; trains employees in work procedures.
• Plans and implements use of imaging systems and manages records consolidation.
• Provides budget support to management; recommends staffing and materials needs.
• Participates in agency committees that discuss issues directly related to record systems and reception.
• Reviews productivity reports from the client tracking system and develops reports to track trends; report results to agency management.
• Organizes, composes, prepares and delivers reports, memos and presentation as requested by the Director or assistant directors.
• Coordinates and prepares reports, speeches, or other printed materials according to well established standards or readily available sources.
• Performs related work as assigned.

 

KNOWLEDGE SKILLS AND ABILITIES:

 

• Significant knowledge of office or work unit procedures, methods and practices.
• Significant knowledge of and ability to use correct grammar, vocabulary, spelling and office terminology to compose and/or proofread correspondence, reports and other materials.
• Significant knowledge of accounting procedures, mathematics and their application in the work environment.