Supervising Customer Support Representative - DPSS (Finance)
ABOUT THE POSITION
The County of Riverside's Department of Public Social Services (DPSS) seeks a Supervising Customer Support Representative who will be assigned to Riverside. The incumbent will serve the department's Facilities Supply Center who serve over 40 DPSS sites throughout all Riverside County.
The selected candidate is responsible for supervising a team of direct reports, whose services include but are not limited to shipping, receiving, quality control, scheduling deliveries and routes, and inventory management. The Supervising Customer Support Representative will also be tasked with training, coaching, and mentoring employees. Additionally, the incumbent will be a working supervisor helping staff with their work when needed which may include working in a warehouse receiving role.
The most competitive candidate will possess and demonstrate exceptional customer service skills, warehouse clerical experience, shipping logistics experience, equipment operations, inventory management, strong conflict resolution skills, excellent critical thinking skills, great leadership skills, and experience communicating with internal and external personnel of all levels for business purposes. Lastly, the department seeks candidates that have experience with Microsoft Office Suite (Word, Excel, Outlook and Teams). Candidates with full scope working supervisory experience of a warehouse operations team are highly encouraged to apply.
Meet the Team!
The Department of Public Social Services provides services and assistance to protect and empower vulnerable people in our community. Can you see yourself here?
EXAMPLES OF ESSENTIAL DUTIES
• Provide full range supervision, direction and planning of activities and staff engaged in customer support activities in any of the five primary service areas: delivery of mail, receipt, storage, and distribution of supplies, records management, facilities support center, asset management, technical support services, and related courier and delivery services.
• Schedule and delegate work; evaluate staff performance; assist in budget information preparation; hear grievances; provide employee training and development; perform team-building tasks to ensure customer support is of high quality and meets the needs of the customer departments.
• Supervise a full range of mailroom functions and procedures; apply laws, rules, and policies related to the U.S. Postal Service and mailroom operations; research problems; adjust schedules to meet deadlines and time frames.
• Respond to customer concerns; independently determine mail classes and types of mail; determine production work flow in order to schedule equipment usage; assign required charges for and meter U.S. mail; train new staff.
• Supervise a full range of supply, warehouse and inventory activities; monitor vendor documentation and purchase order activity; plan and schedule ordering, receipt and/or storing of goods; interpret complex reports and invoices to ensure goods received match requisition; review documents for conformance to requisition policies; maintain supply automated and manual filing systems.
• Respond to customer requests and concerns, independently adjusting routing and delivery schedules as appropriate to accommodate customer departments; ensure maintenance of automated records and files of pick-up and delivery activities; load or unload trucks and vans making deliveries.
• Drives vehicles making deliveries between a variety of County facilities and other agencies; ensure preparation of receipts for goods picked up, and collection and control of signed receipts for goods delivered; ensure preparation of routing plan for maximum efficiency; responsible for vehicle safety policy and requirements.
• Supervise staff in the maintenance, storage, and processing of records; filing and retrieving files, records and other documents; oversee maintenance of a computerized information retrieval system; prepare documents for storage and maintain storage facilities; may deliver and pick-up records and other material for the division assigned, if required.
• Oversee Customer Support Representatives in performing a variety of minor facilities mechanical and maintenance work under the instruction of Support Services Technician staff; may drive County vehicles to and from job/work sites; may assist subordinates in loading and unloading trucks and vans, moving and securing furniture, boxes, supplies, stock, materials, and equipment.
• Assist managers in training, custodial inspections, maintenance, project planning, waste management, supply inventory, and purchasing needs.
• Prepare a variety of complex statistical and narrative reports; prepare budget requests and monitor expenditures; maintain fiscal databases to monitor budgeted allocation.
• Route and track contracts for review and approval; research and gather data to assist management in decision making; review legislation; monitor security cameras; track recorded security incidents; maintain confidential and sensitive information.
MINIMUM QUALIFICATIONS
OPTION I
Education: Graduation from high school, possession of a certificate of proficiency issued by the California State Board of Education, or attainment of a satisfactory score on a G.E.D. examination.
Experience: One year as a Lead Customer Support Representative with the County of Riverside.
OPTION II
Education: Graduation from high school, possession of a certificate of proficiency issued by the California State Board of Education, or attainment of a satisfactory score on a G.E.D. examination.
Experience: Five years in mail or supply services supporting any of the following: mail delivery service, or supply, help desk, records management, support services, assets management, warehouse, inventory control operations, or delivery or courier services which required determining routes from mailing addresses. Two years of this experience must have included Lead or Supervisory responsibility in the appropriate functional area.
ALL OPTIONS
Knowledge of: Supervision, performance management, and team building concepts; basic customer service procedures; inventory tracking and ordering processes; operation and maintenance of postal work equipment; rules, regulations and procedures pertaining to U.S. Postal Service and private mail services; procurement procedures; work safety procedures; queries and report generation; correct lifting and carrying methods.
Ability to: Supervise staff and direct work activities over a unit; estimate costs gather data; prepare justifications to support a budget; read and understand work orders, maps, and forms; operate a computer perform data entry; meet deadlines; make basic arithmetic computations; maintain cooperative relationships with the public, vendors and other County employees; learn to operate bindery and finishing equipment; follow oral and written instructions; work in a team environment; operate electrical pallet jacks and forklifts; drive a County vehicle; sit and/or stand for prolonged periods of time; bend and/or stoop; carry heavy mail trays and packages; and properly lift up to 50 pounds.
SUPPLEMENTAL INFORMATION
Supplemental Information
Job Competencies:
Work performance measures:
• Resources - able to allocate time, funding, material, space and staff.
• Interpersonal Skills - able to lead and participate in a team, teach others, serve customers, lead, negotiate, and work well with diverse people.
• Information - able to acquire and evaluate data, organize and maintain files, interpret and communicate and use computers to process information.
• Systems - able to understand governmental and business organizational systems, monitor and correct assigned operations to improve service delivery.
• Technology - able to select appropriate equipment and tools, apply technology to specific tasks, and provide for maintenance.
Other Requirements
License: Possession of a valid California Driver's license.
Where individual position duties require the use of forklift equipment, possession of a valid CAL/OSHA Forklift Certificate is required.
What's Next?
Open to Current County of Riverside Employees. For Questions Regarding This Recruitment
Contact Christopher Recinos at crecinos@rivco.org .
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APPLICATION INFORMATION
Veteran's Preference
The County has a Veterans Preference Policy applicable to new hires. To qualify, upload a copy of your (or your spouse's) Member-4 Form DD-214 indicating dates of service, and a copy of your spouse's letter of disability (if applicable) with your application. For privacy reasons, it is recommended that you remove your social security information from the document(s). A Human Resources Representative will review the materials and determine if you qualify for veterans' preference.The Veterans Preference Policy, C-3 is available here: https://rivcocob.org/board-policies
Reasonable Accommodations
The County of Riverside is committed to providing reasonable accommodation to applicants as required by the Americans with Disabilities Act (ADA) and Fair Employment and Housing Act (FEHA). Qualified individuals with disabilities who need a reasonable accommodation during the application or selection process should contact the recruiter for the position noted above. For additional information and/or to obtain the appropriate form for requesting a reasonable accommodation, please visit the Disability Access Office web page located at: https://rc-hr.com/disability
Proof of Education
If using education to qualify or when requested by the recruiter, upload a copy of any license(s), official/unofficial transcript(s), degrees, and/or related employment documents to your NeoGov account at the time of application and before the closing date. Official or unofficial transcripts will be accepted.
If your education was completed outside of the United States, you will need to provide a copy of your Foreign Education Equivalency evaluation from a member of the National Association of Credential Evaluation Services ( NACES ) or Association of International Credential Evaluators, Inc. ( AICE ).
Equal Opportunity Employer
The County of Riverside is an Equal Opportunity Employer. It is the policy of the County of Riverside to provide equal employment opportunities for all qualified persons. All applicants will be considered without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, gender, gender identity, gender expression, marital status, ancestry, medical condition (cancer and genetic characteristics), genetic information, or denial of medical and family care leave, or any other non-job-related factors.
Pre-Employment
All employment offers are contingent upon successful completion of pre-employment requirements including a criminal background investigation, which involves fingerprinting. (A felony or misdemeanor conviction may disqualify the applicant from County employment). A pre-employment physical examination and background check may be required.
Probationary Period
As an Approved Local Merit System, all County of Riverside employees, except those serving "At Will," are subject to the probationary period provisions as specified in the applicable Memorandum of Understanding, County Resolution, or Salary Ordinance. Temporary and Per Diem employees serve at the pleasure of the agency/department head.
General Information
Current County of Riverside and/or current employees of the hiring department may receive priority consideration. Qualified candidates may be considered for future County vacancies.
Job postings may close without notice based on application volume. Submit your complete application by the recruitment close date; no late applications are accepted. Ensure all relevant experience/education is reflected on your application/resume, as a failure to demonstrate position requirements may disqualify applicants. A description of job duties directly copied from the job classification or job posting will not be considered.
Please read and follow any special application instructions on this posting. Click the 'Apply' link located on this page to submit your application. For additional instructions on the application process, examinations, Veteran's preference, pre-employment accommodation or other employment questions, please refer to our web site, www.rc-hr.com .
If you are experiencing technical problems, you may contact the governmentjobs.com applicant support desk Monday through Friday, 6 am to 5 pm Pacific Time at support@governmentjobs.com or toll-free 1-855-524-5627.
MEDICAL/DENTAL/VISION INSURANCE: A choice of different medical, dental and visions plan are available to elect. The County provides a Flexible Benefit Credit contribution as governed by the applicable SEIU Memorandum of Understanding to contribute towards the cost of these plans.
Note: Employees on assignment through the Temporary Assignment Program (TAP) receive different benefits. See the list here .
MISCELLANEOUS RETIREMENT: County of Riverside has three retirement Tiers through the California Public Employees' Retirement System (CalPERS).
- Tier I (Classic Member - Formula 3% @ 60): Applicable to current and former County of Riverside local miscellaneous employees hired prior to 08/24/2012 and did not withdraw CalPERS contributions. The employee contribution is eight (8%) percent.
- Tier II (Classic Member - Formula 2% @ 60): Applicable to local miscellaneous employees 1) hired after 08/23/2012 through 12/31/2012; 2) Previously employed with another CalPERS contracting public agency or a reciprocal retirement system, with a break in service of less than six months between the separation date with the previous employer and the appointment date with the County of Riverside. The employee contribution is seven (7%) percent.
- Tier III (PEPRA New Member - Formula 2% @ 62): Applicable to CalPERS local miscellaneous new members hired on or after the implementation of the Public Employees' Pension Reform Act of 2013 (PEPRA) which took effect January 1, 2013. Effective July 1, 2023 employee contributions are 7.25% and will increase to 7.75% effective July 1, 2024.
A new member is defined as any of the following:
CalPERS refers to all members that do not fit within the definition of a new member as "classic members".
Contribution rates are subject to change based on the County of Riverside annual actuarial valuation.
Note:
This summary is for general information purposes only. Additional questions regarding retirement formulas can be sent to retirement@rivco.org or by calling the Benefits Information Line at (951) 955-4981,
Option 2.
If you have prior service credit with another CalPERS agency or within agencies, please contact CalPERS at (888) 225-7377 to determine which retirement tier would be applicable to you. CalPERS is governed by the Public Employees' Retirement Law. The Retirement Law is complex and subject to change. If there's any conflict between this summary and the law, the law will prevail over this summary.
DEFERRED COMPENSATION: Voluntary employee contribution with a choice between two 457 deferred compensation plan options.
VACATION ACCRUAL (Bi-Weekly Accrual):
0< 3 year = 80 Hours (10 Days)
4< 9 years = 120 Hours (15 Days)
10 or more years = 160 Hours (20 Days)
Maximum Vacation leave accumulation is 480 hours.
SICK LEAVE: Four (4) hours Sick Leave accrual per pay period with unlimited accrual.
HOLIDAYS: Normally 12 paid holidays per year.
BEREAVEMENT LEAVE: Allowed 5 days (3 days are County paid; 2 additional days can be taken from accrued Sick Leave balance).
BASIC LIFE INSURANCE: Equal to one times annual base salary not to exceed $50,000 of term life coverage. Premiums are paid by the County. Additional Supplemental Life plan is available for employee purchase.
DISABILITY - LONG-TERM DISABILITY (LTD): Benefit pays 66.67% of earnings to a maximum of $10,000 per month; 30-day waiting period; pays to age 65. Benefit can be coordinated with other available leave balances to provide up to 100% of pay.
POST RETIREMENT MEDICAL CONTRIBUTION: A monthly contribution is made by the County towards retiree health insurance offered through the County as governed by the applicable SEIU Memorandum of Understanding.
OTHER: There may be other benefit provisions as specified in the applicable Memorandum of Understanding. Please contact the recruiter listed on the job posting directly for more information.
