Manages the daily operations, services, and personnel of the Department of Tax Administration's (DTA) customer service counter. Devises and enforces policies and procedures that support high quality customer service delivery, confidentiality, safety, and operational effectiveness. Develops, implements, and monitors work policies, procedures, and internal controls for payment collections to ensure accurate and timely processing, proper cash handling, and the safeguarding of county funds. Develops daily, weekly, monthly, quarterly, fiscal, and annual customer service counter goals and action plans. Hires, trains, supervises, evaluates, and coaches administrative staff. Ensures adequate staffing levels are maintained within personnel budget limits. Develops and maintains extensive knowledge about standard customer service and cashiering practices to serve as an in-house consultant, and to contribute toward a work environment that administers operations with optimum efficiency. Serves as an expert in the interpretation of regulations concerning the collection and assessment of all Fairfax County tax types and the resolution of complex issues from the public, staff, the Board of Supervisors, and others. Develops, implements, and troubleshoots new and existing payment applications and related systems. Analyzes performance metrics that measure operational efficiency and identify customer needs, and devises service enhancements. Works with various levels of management and other personnel in performing other assigned duties.
Note: The assigned functional areas of this position are personnel management, customer service, tax administration, and/or operations management.
(The illustrative duties listed in this specification are representative of the class but are not an all-inclusive list. A complete list of position duties and unique physical requirements can be found in the position description.)
(The knowledge, skills and abilities listed in this specification are representative of the class but are not an all-inclusive list.)
MINIMUM QUALIFICATIONS:
Any combination of education, experience, and training equivalent to the following:
(Click on the aforementioned link to learn how Fairfax County interprets equivalencies for "Any combination, experience, and training equivalent to")
Graduation from an accredited four-year college or university with a bachelor's degree in the field related to the assigned functional area; plus two years of professional work experience within the functional area.
NECESSARY SPECIAL REQUIREMENTS:
The appointee to this position will be required to complete a criminal background check and a credit check to the satisfaction of the employer.
This position is emergency/essential services personnel. (Required to report for duty during inclement weather and/or other emergencies.)
PREFERRED QUALIFICATIONS: