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Parks & Conservation Resources Call Center Supervisor

Category: Classified
Pay Grade: C24 
Job Code: 14768

To perform this job successfully, an individual must be able to perform the essential job functions satisfactorily.  Reasonable accommodations may be made to enable individuals with disabilities to perform the primary job functions herein described.  Since every duty associated with this position may not be described herein, employees may be required to perform duties not specifically spelled out in the job description, but which may be reasonably considered to be incidental in the performing of their duties just as though they were actually written out in this job description.  

JOB SUMMARY

Performs technical, analytical, and supervisory work overseeing, mentoring, and coaching call center staff while serving as an administrator for the Parks Reservation system, supporting both residents and non-county users; responsibilities include managing the daily operations of the reservation system, communication with administrative staff, processing refunds, sharing updates and coordinating with the vendor.

ESSENTIAL JOB FUNCTIONS (examples, not all inclusive)

• Supervises, mentors, and coaches call center staff to support consistent performance and high‑quality service delivery.
• Manages reservation system operations. Configures, maintains, troubleshoots, and provides oversight for the Parks Reservation system, ensuring all users receive guidance, support, and consistent application of departmental standards.
• Onboards, trains, and schedules call center staff. Creates customer service procedure materials to ensure consistent coverage and high‑quality service delivery.
• Monitors individual and team performance to identify trends and improvement needs. Provides ongoing coaching to ensure consistent service delivery and adherence to departmental policies.
• Serves as the phone coordinator for a high‑volume call center and resolves escalated issues to maintain service quality. Delivers telephone data reports to department leadership to support operational planning.
• Assists with the preparation and review of financial reports, reconciliation processes, and compiles statistical data to support budget planning. Assists with front desk payment processing to ensure accurate and compliant handling of all park transactions and provides support when needed.
• Trains administrative staff and park rangers on reservation processes, system use and customer service procedures to ensure consistent and accurate application of departmental standards;
• Provides ongoing coaching to ensure consistent service delivery and adherence to departmental policies;
• Prepares and reviews operational reports using CityWorks and OpenScape and responds to SeeClickFix submissions and customer emails received through the parks inbox.
• Communicates park amenity closures to internal staff and the public, and issues park shelter violation notices in accordance with departmental policies.
• Collaborates with Business Technology Services and Communications Departments to support system updates and improve the overall customer experience;
• Performs other related job duties as assigned.

QUALIFICATIONS

Education and Experience:

Six (6) years of experience in customer relations that includes system wide responsibility for responding to customer requests and problems or related field that includes one (1) year as lead worker or supervisor; or an Associate’s degree in business, finance, accounting, information technology, public relations or a related field and four (4) years of experience as described above; or an equivalent combination of education, training and/or experience.  

Special Qualifications (May be required depending on area of assignment):

• Florida Driver’s License or Florida Commercial Driver’s License and endorsement, if any.
• Assignment to work a variety of work schedules including compulsory work periods in special, emergency, and/or disaster situations.
• Other highly desirable knowledge, skills, abilities, and credentials required for a specific position.

Knowledge, Skills and Abilities:

• Knowledge of laws and rules governing procedures and legal requirements encountered in government office operations;
• Knowledge of business English, spelling, arithmetic, and bookkeeping standards;
• Knowledge of the principles and procedures of office management and supervision;
• Knowledge of county automation systems and the operation of commercial word processing, database, and spreadsheet programs;
• Knowledge of general park operations and county ordinances;
• Knowledge of departmental organization and functions;
• Knowledge of the effective use of alternative media presentation and format;
• Knowledge of research techniques, methods, and procedures;
• Skill in making formal oral presentations to staff;
• Skill in planning, developing, evaluating, and implementing policies and procedures;
• Ability to use and be proficient in computer applications and software;
• Ability to make decisions in accordance with laws, regulations, ordinances, or policy, and apply these to work problems;
• Ability to develop effective office or field work procedures and clerical training programs;
• Ability to communicate effectively in verbal, written, graphic and visual form;
• Ability to independently analyze and solve problems and render effective advice or assistance.

PHYSICAL/MENTAL DEMANDS

The work is sedentary work and requires exerting up to 10 pounds of force occasionally and negligible amount of force constantly to move objects.  Additionally, the following physical abilities are required:

• Crawling: Moving about on hands and knees or hands and feet.
• Feeling: Perceiving attributes of objects, such as size, shape, temperature, or texture by touching with skin, particularly that of fingertips.
• Fingering: Picking, pinching, typing, or otherwise working, primarily with fingers rather than with the whole hand as in handling.
• Grasping: Applying pressure to an object with the fingers and palm.
• Handling: Picking, holding, or otherwise working, primarily with the whole hand.
• Hearing: Perceiving the nature of sounds at normal speaking levels with or without correction. Ability to receive detailed information through oral communication, and to make the discrimination in sound.
• Kneeling: Bending legs at knee to come to a rest on knee or knees.
• Lifting: Raising objects from a lower to a higher position or moving objects horizontally from position-to-position. Occurs to a considerable degree and requires substantial use of upper extremities and back muscles.
• Mental acuity: Ability to make rational decisions through sound logic and deductive processes.
• Reaching: Extending hand(s) and arm(s) in any direction.
• Repetitive motion: Substantial movements (motions) of the wrist, hands, and/or fingers.
• Speaking: Expressing or exchanging ideas by means of the spoken word including the ability to convey detailed or important spoken instructions to other workers accurately and concisely.
• Standing: Particularly for sustained periods of time.
• Talking: Expressing or exchanging ideas by means of the spoken word including those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly.
• Visual acuity: Have close visual acuity such as color differentiation, depth perception, and adequate field vision.
• Walking: Moving about on foot to accomplish tasks, particularly for long distances or moving from one work site to another.

WORKING CONDITIONS

Work is typically performed in a safe and secure work environment that may periodically have unpredicted requirements or demands.