Supervisor - Customer Service and Phone Room

Reference ID: L-00005
Posting Date: September 13, 2024
Closing Date: September 27, 2024, 11:59:00 PM
Status: Full-time
Shift Start Time: 9:00 A.M. - 5:00 P.M.
Department: Re & TS
Division: RE & TS
Location: 118 N. Clark Street
Salary Range: $76,943
Grade: 19
Job Code: 5803
Union: UNION
Shakman Status: NON-EXEMPT
FLSA Status: NON-EXEMPT
Who May Apply: INTERNAL AND EXTERNAL

Job Summary
The Supervisor of Customer Service and Phone Room reports directly to the Tax Redemptions Manager and also supports the Director and Deputy Clerk of Real Estate & Tax Services. The Supervisor is responsible for overseeing the day-to-day operations of the Customer Service and Phone Room, including but not limited to, monitoring, processing and maintenance of property tax records and ensuring the accuracy of historical tax records. The Supervisor will oversee and validate staff work at the Customer Service Counter, which conducts PIN 20-year tax searches and verifies and presents prior year tax bills to customers. The Supervisor also oversees the Administrative Services counter, which handles the more complex customer inquiries, government agency requests, take notices, bankruptcy requests, orders for deeds, multiple PIN searches for potential bills, notices of extension for redemptions, and all mail correspondence. The Supervisor also directs staff in the Phone Room and ensures the proper handling of phone calls, customer questions, Take Notices, and FOIA requests. The Supervisor must be well-versed in MIS mainframe applications to both research and enter data regarding property taxes. The Supervisor handles complex tax issues and troubleshoots for solutions. The Supervisor must be able to communicate with internal and external customers and act as a subject matter expert to other county agencies, municipal officials, tax buyers, and taxpayers regarding the CCCO’s historical property tax information.

Essential Job Duties

• Research and partner with other CCCO staff to analyze, audit, review, and prepare consistent RE&TS processes and operating procedures surrounding the Customer Service and Phone Room functions.
• Collaborate with team members to develop, implement, and promote new processes and uses for technology throughout the Customer Service and Phone Room department.
• Serve as the subject matter liaison to all other governmental agencies on Customer Service and Phone Room matters.
• Monitor, review, recommend, and ensure proper staffing levels within the Customer Service and Phone Room department.
• Monitor, review, recommend, and ensure proper supply levels within the Customer Service and Phone Room department, together with other departments in RE&TS.
• Manage and oversee the processing of tax searches and customer service matters in compliance with the applicable Illinois statues and county ordinances.
• Resolve all escalated customer service and phone room issues.
• Support FOIA Officer and Communications team in the response to FOIA, Legal, and Media requests.
• Prepare and report Customer Service and Phone Room department productivity and data metrics on a consistent basis.
• Review staff preparation of tax bills, tax searches, and data entry for accuracy and efficiency.
• Coordinate and validate the processing and maintenance of take notices and notices of extensions from tax buyers in compliance with the applicable Illinois statues and county ordinances.
• Manage and coordinate the posting of property tax information to the public record, both digitally and in paper formats, in compliance with the applicable Illinois statues and county ordinances.
• Coordinate the validation of property tax records in the preparation of tax searches and providing customer service.
• Review all bankruptcy notices and delegate for processing.
• The Supervisor is responsible for making sure all mail correspondence is processed and distributed accordingly.
• Create and validate requested tax searches based upon historical and current year property tax data and complete fire insurance documentation for customers.
• Train department staff on department initiatives, procedures, systems, and policies.

• Create, maintain and implement “how-to” guides and other resource aides, in collaboration with the Director of Training and Professional Development and other applicable CCCO staff, which will be stored and accessible for all department and CCCO staff for training and development.
• Coach, counsel, and train staff in the efficient and orderly handling of Customer Service, tax searches, data entry, prior year tax bills, take notices, notices of extension, and report preparation.
• Collaborate with communication team to update, develop, and improve existing and new Customer Service and Phone Room documentation.
• Troubleshoot and resolve operational matters which occur throughout the course of each day.
• Attend, facilitate and assist with CCCO presentations regarding the Customer Service and Phone Room department.
• Participate in internal and external property tax or related outreach functions, which may include, but are not limited to, seminars, conferences, outreach events, legislative hearings, and court appearances.
• Perform standard supervisory duties, such as, but not limited to, preparing and submitting Disciplinary Action Forms, monitoring attendance, balancing departmental resource needs.
• Ability to effectively resolve disputes with customers and/or staff, or escalate to management, as needed.

Minimum Qualifications

• High school diploma or higher.
• Five (5) years of work experience handling customer service or related duties.
• Three (3) years of work experience handling real estate tax matters.
• Proficiency with Microsoft Office.

Preferred Qualifications

• Bachelor’s Degree or higher from an accredited college or university, with an emphasis in taxation, or business, or closely related field.
• Seven (7) years of customer service experience.
• Five (5) years of experience supervising and/or managing employees.
• Two (2) years of experience working with the Cook County Mainframe Information Systems.

Knowledge, Skills and Abilities

• Knowledge of the Cook County Mainframe Information System (“MIS”), including but not limited to, researching, processing, and preparing responses to real estate tax records requests.
• Familiarity with Cook County taxing districts, tax codes, property identification numbers, and tax maps.
• Knowledge of ordinances, regulations, and statutes, which govern tax search and customer service operations.
• Excellent verbal and written communications skills.
• Must be self-directed, innovative, and possess a positive attitude.
• Demonstrate keen attention to detail, accuracy, and precision.

• Analytical and capable of solving complex issues.
• Skilled researcher, capable of analyzing large sets of data related to a single or multiple issue simultaneously.
• Ability to work independently or as a member of a team.

PhysicalRequirements

• May have to stand or sit for long periods of time. 

• May be required to frequently bend or stoop. 
• May be required to lift or carry up to 30 lbs.
• Ability to bend, reach, and carry.
• Ability to stand for extended periods of time.

Any offer of employment will be contingent on the applicant passing a drug screening test, background check and any required pre-employment testing.

The duties listed are not set forth for the purpose of limiting the assignment of work. They are not to be construed as a complete list of the many duties normally to be performed under a job title or those to be performed temporarily outside of an employee’s normal line of work. This list represents the essential, but not the exhaustive list of tasks performed by the Position. The employee may be assigned additional duties by management as needed and required.

Location: Schiller Park, IL, US

Posted Date: 9/27/2024