Customer Service Center Manager

Town of Andover•Andover, MA

7d•Onsite

About The Position

Under the direction of the Deputy Town Managers or designee, performs a variety of administrative, technical, and customer service duties in support of the Town’s centralized Customer Service Center. Provides comprehensive assistance to residents, businesses, and visitors by serving as the Town’s primary front-facing customer service representative, ensuring a welcoming and efficient first point of contact and guiding individuals to appropriate departments, services, and municipal resources. Independently performs a broad range of administrative, operational, and customer service support functions requiring substantial working knowledge of Town departments, services, procedures, and systems. Coordinates daily customer service workflows, promotes consistent service delivery standards, and assists with training and supporting staff in established customer service practices. Contributes to a centralized/shared services model by supporting departments with transactions, inquiries, administrative tasks, and general customer service functions. Serves as a key operational resource to help maintain continuity, efficiency, and high-quality service across Town offices.

Requirements

Commitment to excellence in customer service and ability to interact effectively with a diverse population.
Exceptional interpersonal and communication skills with the ability to explain policies, procedures, and services clearly, tactfully, and professionally.
Thorough knowledge of standard office procedures, customer service practices, forms, and equipment.
Working knowledge of municipal operations and ability to learn, interpret, and explain Town policies, procedures, and departmental services.
Ability to coordinate workflows, maintain service consistency, and support staff in operational processes.
Proficiency in Microsoft Office applications and ability to learn Town-specific software systems with limited direction.
Ability to perform detailed administrative work, data entry, and financial transactions accurately and efficiently.
Ability to prepare routine correspondence, reports, and procedural documentation.
Ability to manage multiple tasks simultaneously despite frequent interruptions.
Ability to maintain effective working relationships with Town staff, vendors, residents, and the public.
Ability to exercise sound judgment, discretion, and professionalism in handling customer inquiries and operational needs.
Bachelor’s degree or associate degree with significant related experience in office administration, customer service, public administration, or municipal operations.
2–3 years of related experience preferred.
Ability to become a Notary Public.

Nice To Haves

Municipal or public sector experience

Responsibilities

Provide high-quality customer service to residents, businesses, and visitors in person, by phone, and electronically; respond to inquiries and direct customers to appropriate departments, services, or resources.
Coordinate daily Customer Service Center activities to help ensure efficient workflow, service consistency, and prompt customer assistance.
Maintain working knowledge of commonly utilized Town processes and services, including but not limited to DPW requests, Recreation and Youth Services programming, Treasurer/Collector transactions, Assessor inquiries, Human Resources processes, Purchasing procedures, Town Clerk services, and permitting functions.
Assist customers with completing forms, applications, online processes, and scheduling; provide guidance on general Town procedures and refer complex matters to appropriate staff.
Serve as liaison between the public and Town departments, facilitating communication and helping ensure timely follow-up on requests and inquiries.
Provide guidance and support to staff on standardized customer service procedures, systems, and frequently utilized operational processes.
Assist in developing, maintaining, and updating standard operating procedures and customer service resources for centralized services.
Provide administrative and operational support across departments as needed and on a limited basis, including temporary coverage for administrative functions during staff absences, peak workload periods, or departmental operational needs. Coverage assignments are limited to classification of the same or lower grade.
Assist with intake, routing, and tracking of requests, applications, permits, service inquiries, and related documentation to ensure timely processing and coordination with appropriate staff.
Perform data entry, scanning, indexing, electronic file management, and recordkeeping functions in accordance with Town policies and procedures.
Assist with processing payments, issuing receipts, balancing transactions, and reconciling records in coordination with appropriate departments following established financial procedures.
Operate standard office equipment and municipal software systems, including customer service platforms, permitting systems, and financial systems as applicable.
Monitor Customer Service Center workflow and assist in recommending procedural improvements to enhance efficiency, consistency, and customer satisfaction.
Provide support for public records requests within scope of knowledge and authorization.
Collaborate with departments to support coordinated service delivery and centralized operations.
Assist with Town events, communications, centralized service initiatives, and related administrative support activities as assigned.
Assist in training for extended hours and coverage staff.
Perform related duties as required.
Coordinates and oversees the daily staffing and operational support of the Customer Service Center.
Develops and maintains employee schedules for staff assigned to assist with or be stationed at the Customer Service Center, ensuring appropriate coverage and service continuity.
Assists in the onboarding, training, and ongoing development of assigned staff on customer service procedures, service expectations, and Town processes.
Monitors service quality and adherence to established standards, provides coaching and feedback, identifies training needs, and works collaboratively with department supervisors to promote consistent, accurate, and high-quality customer service across all participating departments.
Serves as a lead resource and quality assurance representative for Customer Service Center operations.