Customer Care Team Lead

Essential Functions:

• Oversee a customer service group involved in specialized clerical work.
• Schedule administrative assignments and review work of unit; train work unit of business rules to meet objectives.
• May serve as lead worker or acknowledged expert who resolves most difficult problems.
• Accurately compile, prepare and review reports according to standard operating procedures using data from various software applications.
• Perform complex clerical work; compose and/or type correspondence; perform difficult public contact work for the unit; maintain records.
• Gather and organize information for preparation of technical reports.
• Effectively utilize Webbi Business Object reports to resolve issues, update Maximo records by entering data.
• Oversee work groups review of and manage Missouri One Locates, assist with implementation of technology improvements through process development, communication, and training.
• Maintain complex reports in spreadsheets and special application software.

Additional Responsibilities:

• May requisition office supplies; coordinate staff to attend meetings/keep minutes at various remote locations; develop Webbi Business Object reports; perform related work as required or as delegated by supervisor.

MINIMUM QUALIFICATIONS:

Training and Experience:
Graduation from high school or equivalent and four years of progressively responsible customer service/administrative
support experience in related area.

Desirable Knowledge, and Skills:

• Thorough knowledge of appropriate administrative support methods, office practices, modern office equipment and filing systems.
• Working knowledge of department function.
• Working knowledge of job-related software applications.
• Working knowledge of word processing, spreadsheet and specialized software.
• Considerable skill in performing office operations.
• Considerable ability to operate a variety of office equipment.
• Considerable ability to form effective working relationships with the public under difficult circumstances.
• Considerable ability to oversee the work of others.
• Ability to keep complex records and prepare detailed reports.

SPECIAL REQUIREMENT:

Must possess a valid driver's license issued by the state in which the employee resides.
Pursuant to MSD's "Substance Abuse Policy and Procedures," this position has been designated as non-safety sensitive and candidate must pass a Non-D.O.T. Drug Test for this position. Employees occupying this position are not subject to Federal (D.O.T.) Drug and Alcohol Testing Regulations.
Employees of MSD must have a current meets expectations performance review.