POSITION TITLE: OFFICE ADMINISTRATOR LEAD

POSITION ID NUMBER:8221

DEPARTMENT: ACCOUNTING and FINANCE

REPORTS TO: BILLING SYSTEM SUPERVISOR

STARTING BASE PAY: $23.64 PER HOUR / $49,171.20 YEARLY

FLSA STATUS: NON-EXEMPT HOURLY

KEY WORDS: OFFICE, ADMINISTRATOR, OFFICE MANAGER, BILLING, TELEPHONE, BILLS, FACILITATOR, CUSTOMER RESOLUTION

JOB SUMMARY:Incumbentisresponsible for theoperation of the DistrictsCustomerServiceOffices.Assurequality customer service is provided to customers at all times.Ensureteam membersare effectively trained and following processes consistently throughout each office.Develop,maintain,and documentprocedures that are efficient and in compliance withDistrictpolicies and directives.Work in various offices or positions to provide sufficient coverage during employee absences.Support the needs of other departments.Incumbent may supervise, train and guide one or more employees.Primary work location is Valparaiso but Lead will be expected to travel to other offices(Fort Walton Beach and Crestview)as needed for coverage, training, and supervision.

Incumbents in this position will be held to the Districts Gold Standard for Customer Service.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:

1. Responsible for the overall activities and performance of the Districts Customer Service Offices.Documentprocesses and procedures to be followed by Customer Service Office personnel and provide effective training methods to cultivate success and growth within the individual, the team, and the District as a whole.
2. Act as Office Administrator foranyDistrict office in the absence of that offices Administrator.
3. Responsible for ensuring the work quality standards for each Customer Service Office role are met by providing guidance to team members according to normal process or procedureMotivates team members to achieve peak productivity.
4. Provides training to progress the competencies and skills of the Customer Service Office staffincluding monitoring employee training benchmarks and progression checkliststo ensure the personal goals of the employee are acknowledged and attainable.
5. Provides written input on Customer Service Office team members performance reviews.
6. Provides workload instruction to Customer Service Officedepartment team members.
7. Monitors employee time.Ensures team members clock in/out, make time adjustments, verifytime off requests meet departmental and District policies.
8. Schedules coverage for the Customer Service Offices.
9. Keeps supervisor apprised ofoffice activities and deviations from policy or procedure.
10. Ensures cleanliness and maintenance upkeep of all customer offices.
11. Accepts customer complaint calls as the second-line escalation point, fully researching the customers problem using available resources and by liaising with necessary parties or departments. Maintains outstanding customer service, to include fully following up with the customer as necessary.
12. Works with the supervisor and other departments to establish effective and efficient procedures that support the Districts overall objectives and directives.
13. Reviews reports and performs research to identify and locate source(s) of account or payment error(s).Determines necessary corrections, providing sufficient support for each decision.
14. Escalates complex cases to appropriate supervisor or leadership team member.
15. Enters and follows-up on technical software support cases to report and resolve issues in functionality and/or to answer in-depth questions regarding any of the customer information software programs used.
16. Assists with special year-end functions including audit support.
17. Assists with other complicated, in-depth, or technical projects as assigned by the supervisor.
18. Works closely with the Call Center and Billingdepartments to assist customers with payment or account related questions or concerns.Takes or returns calls to assist customers with in depth or technical paymentor account related concerns or complaints.Customers may be upset or argumentative.
19. Trains withother divisionson a regular basis to gain additional skills and knowledge of District practices.May be asked to assist during peak times or during staff shortages.
20. Other miscellaneous job-related tasks as assigned.

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or requirements. The principal duties and responsibilities enumerated are all essential job functions.

EXPERIENCE AND EDUCATIONDESIRED:

High School plus five to seven years of experience - or

Two years of college (Associates Degree) plus two to five years of experience.

ESSENTIAL COMPETENCIES:

1. Demonstrated sound business ethics. Must use good judgment and discretion at all times. Must prioritize the safe handling of the personal and confidential information of our customers.
2. Excellent planning, prioritization and organizational skills.Proven analytical skills with the ability to coordinate multi-disciplined work while ensuring efficient follow-through and completion.
3. Ability to think critically to identify and resolve problems in a timely manner and process information accurately.
4. Ability and willingness to work independently or with others.
5. Effective customer relationship building and customer service skills.Ability to deal with diverse people with tact, courtesy, and professionalism.

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``` 1. Demonstrated outstanding ability to communicate effectively and appropriately over the phone and in person, with internal as well as external customers. 2. Ability to address problems or complaints with patience and understanding while remaining firm and factual as the interaction dictates. 3. Ability to quickly learn and navigate new software and applications. 4. Exhibit a desire for continuous learning and improvement with a willingness to propose new ideas and offer suggestions. 5. Must be a self-starter. 6. Must display excellent time management skills to include managing the time of others. 7. Demonstrated ability, willingness,and desire to lead by example. 8. Must display ability, willingness,and desire to develop and train others, build relationshipsandutilizetheskills of workforce most appropriately.

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TECHNICAL SKILLSDESIRED:

Expertise to manage daily administrative operations of anoffice, including: establishing work priorities, balancing cash drawer, greeting customers,andworking to resolve problems related to the day-to-day operations of the unit.

Must possess Florida Drivers License. Driving is a requirement of the position.

Proficiency in the use of the Districts Customer Information System, Utility Billing, Accounts Receivable, and other applicable software applications as required by the position.

Demonstrated ability to use basic math skills quickly and accurately and to read, sort, check, count, and verify numbers.

Ability to identify, analyze, research, and solve problems of a complicated nature.

Ability to enter information accurately and efficiently into a database.

Must possess strong recordkeeping skills.

Demonstrated effective use of other software as required by the position including Microsoft applications.

Ability to execute the processes and procedures related to secure handling of cash and appropriate office security.

Demonstrated