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Customer Service Supervisor

City of Racine
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We offer a great benefits package including medical, dental, pension program, HSA, and generous time off. City residents will earn a 4% differential on top of the hourly pay range. Learn more and apply today!

INTRODUCTION:
The Racine Police Department serves the City of Racine in Southeastern Wisconsin with a population of 77,816 people. We are a department that has adopted the philosophy of Community Orientated Policing and is a recognized leader in this area. Our Mission is to Protect Life and Property, Promote Community Partnerships, Build Trust and Serve with Honor.

POSITION PURPOSE:
Under the direction of the Support Services Deputy Chief and the Support Services Director, this position has the overall responsibility for the operations of the Public Service Counter and Record Bureau. Performs record keeping and related functions for the Police Department, assists the public and other agencies by providing general information and copies of records and reports. In addition, the supervisor is responsible for the direct supervision of the Customer Service Representatives and Crossing Guards. The supervisor works closely with other departments to resolve problems or concerns regarding records and customer service matters.

 

ESSENTIAL DUTIES:

  • Responsible for the supervision of Customer Service Representatives and Crossing Guards; which shall include, but not be limited to, overseeing, directing, scheduling, and recommending and/or initiating discipline. 
  • Write and present annual performance evaluations on employees.
  • Works various hours and shifts to accommodate the needs of employees; and work 24 hours per day seven days per week. Required to be on call 24 hours per day and respond to work needs during non-duty hours.
  • Coordinates and oversees State of Wisconsin TIME system training, recertification and compliance for Customer Service Representatives.
  • Coordinates the efforts of the Court Unit, Communications, the Detective Bureau, and
  • Records to ensure compliance with all NCIC system validations and CJIS security policy.
  • Maintains attendance records for employees. Handles time off requests and monitors workforce availability on a daily/weekly/monthly basis. Arranges for replacement staff to cover absences.
  • Schedules work assignments for all tasks in Records and at the Public Service Counter.
  • Maintains financial records of receipts at the Public Service Counter and monitors the daily operation for discrepancies.
  • Serves as the liaison with the Racine Police Department’s contracted parking ticket processor.
  • Administers approved work practices, policies and procedures. Evaluates and enforces guidelines and procedures. Recommends changes in work practices, policies and procedures. Writes new procedures, guidelines and training material as necessary.
  • Trains employees on the use of new procedures, software and equipment.
  • Participates in the evaluation of new software, office procedures, equipment, etc. on both a department and citywide basis. Assists in the implementation of new procedures, software and equipment. Assists other departments with issues involving software and equipment.
  • Handles customer service issues and problems.
  • Provides direct support to other departments.
  • Assist other department clerical staff on a fill-in or as needed basis.
  • Perform related duties as assigned by supervisor.


ENVIRONMENTAL/WORKING CONDITIONS OF THE POSITION:
Inside air-conditioned office/storage room environment. Sitting and typing for long periods of time. Exposure to a fast-paced, stressful working environment.

 

MINIMUM QUALIFICATIONS:

  • Associates degree from an accredited college or university. Preferably in Business Administration or related field.
  • Three (3) years supervisory experience.
  • At least two (2) years’ work experience in public safety record keeping or similar type record functions.
  • Must be a citizen of the United States.


PREFERRED QUALIFICATIONS:
Bachelor’s Degree from an accredited college or university; Preferably in Business Administration or related field.
 


KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:

  • Ability to supervise workers, anticipate personnel needs and maintain effective working relationships with employees.
  • Thorough knowledge of the latest office and record-keeping procedures including the ability to analyze situations, make independent decisions, and implement needed changes or effect necessary remedies to problems.
  • Organizational skills including the ability to plan, assign, delegate, supervise, and review the work of clerical and technical personnel.
  • Effective communication skills both orally and in writing; proficiency in mathematics.
  • Ability to learn and apply accepted supervisory/managerial methods, practices and techniques. Knowledge of law enforcement records, functions, regulations, and laws extremely beneficial. Ability to maintain effective working relationship with other public safety agencies and public representatives.
  • Ability to get along well with others using tact and diplomacy and project a good public image that includes a neat, business-like appearance.
  • Familiarity with computer systems particularly those relating to law enforcement records management, public safety computer aided dispatching and fire records management applications.
  • Ability to maintain strict confidentially.

 

PHYSICAL DEMANDS OF THE POSITION:
Standing, walking, sitting, stooping, kneeling, crouching, climbing, balancing, and bending/twisting. Filing, typing, writing, pushing/pulling up to 25 pounds.
 


EQUIPMENT USED:
Use computer hardware necessary for position. Use office equipment such as printers, copiers, multi-line phone, scanners, and fax machines.

 


This job description is intended to identify essential duties and also illustrates other types of duties that may be assigned. It should not be interpreted as describing all of the duties that will be required of an employee or be used to limit the nature and extent of assignments that an individual is required to perform. In addition to the responsibilities and duties listed, it is expected that employees maintain a consistent and reliable attendance record. Job descriptions are subject to revision at any time at the discretion of the City of Racine.

The City of Racine is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, the City will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.