Supervisor, Property Tax Collections
The Supervisor, Property Tax Collections is responsible for supervising and monitoring the work of assigned staff to ensure goals, objectives, and quality of service are met. The position supervises all delinquent property tax collection operations. The supervisor will assist in planning workloads, workflow deadlines, and objectives and ensures employees maximize time and resource usage. This position may also perform research on delinquent property tax accounts, provides information regarding property tax, and prepares and monitors collection payment plans. Prepares and delivers performance reviews, provides ongoing coaching and feedback, and monitors daily time and attendance. The supervisor collaborates with management on progressive discipline actions to be taken in accordance with policies and procedures.
Duties & Responsibilities
Supervises and monitors the work of employees to ensure department and section targeted goals, objectives, quality of service, and professionalism are met.
Collaborates with management in planning workloads, workflow deadlines, work objectives, and time utilization and ensures employees maximize time and resource usage; recommends action plans and strategies for continuous improvement; and provides ongoing mentorship and support.
Handles complex delinquent property tax matters, including identifying issues or errors and determining the appropriate resolution in accordance with property tax policies and procedures, which will include collaboration with other county departments.
Makes recommendations concerning staffing and other operational matters, delivers performance reviews for assigned staff, and addresses ongoing performance and conduct issues.
Performs and reviews audits and provides recommendations towards meeting operational goals and performance improvements.
Assists and supports the delinquent property tax training and recurring training for CSRs.
Knowledge, Skills and Abilities
-Strong supervisory skills.
-Strong customer service skills with an expertise on de-escalations and negotiations.
-Excellent communication (written and verbal) and interpersonal skills.
-Working knowledge of personal computers and related software including Microsoft Office.
-Ability to make sound decisions based on policies and procedures with minimal assistance.
-Ability to work in a team environment and be open to change.
-Ability to maintain confidentiality.
-Ability to have a proactive approach and prioritize tasks using effective time management skills.
-Knowledge of call center processes and operations.
Physical Demands
This position requires a substantial amount of walking, some standing, sitting in an office environment, and light lifting such as three or four reams of paper or books (up to 20 pounds or an equivalent weight) may be required.
Required Education / Experience
High School diploma or G.E.D. equivalent required from an accredited institution.
Minimum (4) years of experience in customer service/relations and or call center environment.
Minimum three (3) years' previous relevant leadership or supervisory experience required.