Customer Service Supervisor – Department of Human Services

Posting number: 2600286

Department: Department of Human Services

Division: Quality & Development Services

Job classification: Customer Service Supervisor - Human Services

Posting type: Open

Categories: Social Services, Management, Human Services, Customer Service

Summary

Do you thrive in a fast-paced environment where every day brings new opportunities to make a meaningful impact? Are you a calm, confident leader who can de-escalate difficult situations, solve complex problems, and guide both clients and staff with patience and professionalism? We're looking for a human services lobby supervisor who enjoys collaborating across teams, building strong community partnerships, and ensuring clients are connected with the right resources when they need them most. Success in this role requires adaptability, sound judgment, strong organizational skills, and the ability to balance customer service, data analysis, and operational oversight while leading a high-performing team. If you're energized by helping others, leading through change, and creating a welcoming, efficient experience for clients while supporting your team through a dynamic and demanding environment, apply today!

This position is in-person only and not eligible for hybrid work. This position has an anticipated work schedule of Monday – Friday, 7:30am – 5:00pm with flexibility required.

Job Posting - Employment Benefits - Exempt.pngSupervises and trains employees who provide visitor and client reception, customer service support, and program oversight; program assignments may include lobby oversight, satellite locations, or the Electronic Benefits Transfer (EBT) program. Ensures the efficient operation of the lobby and reception areas, including answering inquiries, providing referrals, and problem resolution. Areas of responsibility may vary by program assignment, and may include EBT and card inventory, customer service support, and other administrative support functions. Employment is subject to the terms, conditions, and policies detailed in the Personnel Policies Manual (PPM). This position requires regular in-person presence as an essential job function.

Examples of duties

• Oversees assigned program area in accordance with strict State, Federal, County, and Agency guidelines, monitoring for accuracy and fiscal accountability. Addresses client concerns, resulting in appropriate problem resolution.
• Supervises assigned staff, including scheduling, assigning, and monitoring work to ensure accuracy, efficiency, and high levels of customer service. Conducts unit meetings and provides continued and up-to-date training and guidance.
• Conducts performance evaluations and motivates employees to achieve peak productivity and performance; participates in the hiring and disciplinary processes.
• Establishes and maintains current customer service expectations and ensures performance standards are met by staff and volunteers.
• Collaborates with various programs and lobby staff to ensure compliance with program and Agency policies and procedures.
• If assigned to the EBT program, responsible for oversight of multiple EBT issuance locations, including satellite offices, as well as  EBT inventory and supplies, including tracking, ordering, and verifying inventory. Ensures the security of EBT inventory and supplies.  Conducts regular EBT reconciliations with staff to ensure fiscal accountability for EBT issuance and State and County audits. Ensures that separation-of-duties requirements for the EBT program are met.
• Responsible for distributing and recording county petty cash for DHS; performs routine audits.
• Attends training and workshops; ensures staff attend appropriate training as required.
• Provides lobby support to other units as needed.
• Performs other duties as required.

 
Supervision Exercised: This classification requires supervising and monitoring performance for a regular group of employees or unit(s) including providing input on hiring/disciplinary action and work objectives/ effectiveness, performance evaluations, and realigning work as needed. A first-li