CUSTOMER SUPPORT SUPERVISOR - 55013617

Requisition No: 849695 

Agency: Department of Transportation

Working Title: CUSTOMER SUPPORT SUPERVISOR - 55013617

 Pay Plan: SES

Position Number: 55013617 

Salary:  $59,471.98 - $76,963.74 

Posting Closing Date: 04/07/2025 

Total Compensation Estimator Tool

STATE OF FLORIDA DEPARTMENT OF TRANSPORTATION

JOB POSTING DESCRIPTION

831 / Administration

INTERNAL AGENCY

INTERNAL AGENCY:  Only current Department of Transportation employees will be considered for this position

SELECTED EXEMPT SERVICE

CONTACT PERSON: Jerry Karp

CONTACT PHONE NUMBER: 407-264-3108

CONTACT EMAIL ADDRESS: Jerry.Karp@dot.state.fl.us

ANTICIPATED BI-WEEKLY HIRING SALARY: $2,452.90

SPECIAL REQUIREMENTS:  You may be required to provide your Social Security Number to conduct required verifications. Male applicants born on or after October 1, 1962, will not be eligible for hire or promotion in the Career Service, or appointment in the Selected Exempt Service (SES) or Senior Management Service (SMS) unless they are registered with the Selective Service System (SSS) before their 26th birthday, or have a Letter of Registration Exemption from the SSS.

THE FLORIDA DEPARTMENT OF TRANSPORTATION VALUES AND SUPPORTS EMPLOYMENT OF INDIVIDUALS WITH DISABILITIES.  QUALIFIED INDIVIDUALS WITH DISABILITIES ARE ENCOURAGED TO APPLY.
In accordance with Section 110.112, Florida Statutes, and the Florida Department of Transportation’s Individuals with Disabilities Affirmative Action Plan, the agency is committed to ensuring affirmative action and equal employment opportunity for qualified individuals with disabilities.  Upon request and as appropriate, reasonable accommodations to individuals with disabilities may be provided.  Please contact the Florida Department of Transportation’s Human Resources Office located at 605 Suwannee Street, Tallahassee, Florida 32399, or call (850) 414-5300 for assistance.  

This position requires a valid Class E driver license with an acceptable driving record in accordance with the Department's Drivers Record Requirements Policy. An unacceptable driving record is defined as any of the following:

1. three (3) or more moving violations in the past 3 years that accumulate 3 or more points per violation;
2. any 2 convictions of reckless driving in the past 3 years;
3. a suspension or revocation of the driver license for moving violations in the past 3 years; and
4. a suspension or revocation for refusal to take a sobriety test, or any suspension or revocation for a DUI conviction in the past 4 years

Your driving record will be reviewed and the status of your driver license confirmed.

POSITION DESCRIPTION: Supervise, coordinate, and perform routine and non-routine work duties of the Guest Services and the Headquarters (HQ) mailroom that include but are not limited to coordinating and organizing the daily work activity of staff. Ensure all Post Office (PO) box mail is picked up each day from the local Post Office. Deliver and pick up mail from the US Post Office and PO boxes as needed.  Develop, implement, and maintain current work standards (desk-top work procedures for all routine tasks). Supervise staff by providing clear work performance expectations, ensuring work activities are being properly performed, and providing clear work performance feedback. Schedule and coordinate staffing hours to ensure full time coverage in each department.

Ensure incoming and outgoing mail (postal mail, packages, courier delivers etc.) are received, sorted, tracked, and delivered to the correct addressee in an accurate and timely manner. Ensure proper processing of all outgoing mail and packages by using the most economical shipping method while still meeting the needs of the customer. Review updated policies, procedures, rules, and regulations pertaining to all postal standards and make recommended changes as needed to ensure compliance. Ensure all department equipment is maintained in good operating condition.  Manage, track, and download US postage as needed, always ensures availability of sufficient postage.

Answer and transfer incoming calls to their proper destination using a multi­line digital Personal Computer (PC) phone console. Create and issue visitor badges to all visitors.  Register, verify and validate all visitors.  Assist visitors to their meeting location. Assist in person customers and callers as by answering questions, providing additional information, and coordinating additional support. Coordinate conference room configurations, room set-up, and janitorial services.

Maintain the HQ Motor Pool fleet vehicles. Coordinate and schedule requested vehicle reservations. Maintain and report vehicle milage utilization.  Coordinate vehicle maintenance schedules for preventive maintenance as well as when vehicle problems are reported. Review milage log and end of the month usage is properly recorded accurately and on-time.  Pick up motor vehicles from off site maintenance shop as needed.

Assist in performing various emergency tasks in the event of a fire drill, medical emergency, building evacuation, etc., as needed. Ensure mailroom and guest services staff knows what to do during the event of an emergency. 

KNOWLEDGE, SKILLS AND ABILITIES: Knowledge of the methods of data collection and analysis. Knowledge of basic management principles and practices. Skilled in providing excellent customer service. Skilled in use of word processing, spreadsheet, and presentation software.  Skilled in operating a multiple line PC phone console. Skilled in conducting fact finding research and compiling detailed reports and / or correspondence from that information. Ability to organize data into a logical format for presentation in reports, documents, and other written materials.  Ability to communicate effectively verbally and in writing.  Ability to understand and apply applicable rules, regulations, policies, and procedures relating operational and management analysis activities. Ability to establish and maintain effective working relationships with others. Ability to lift 50 pounds and transport up to 75 pounds using a dolly or cart. Ability to supervise. Ability to create a positive work environment. Ability to quickly resolve problems and issues with staff and customers. Ability to plan, organize and coordinate work assignments.

The State of Florida is an Equal Opportunity Employer/Affirmative Action Employer, and does not tolerate discrimination or violence in the workplace.

Candidates requiring a reasonable accommodation, as defined by the Americans with Disabilities Act, must notify the agency hiring authority and/or People First Service Center (1-866-663-4735). Notification to the hiring authority must be made in advance to allow sufficient time to provide the accommodation.

The State of Florida supports a Drug-Free workplace. All employees are subject to reasonable suspicion drug testing in accordance with Section 112.0455, F.S., Drug-Free Workplace Act.