Customer Service Division Director

City of Seattle•Seattle, WA

3d•$67 - $110•Hybrid

About The Position

The City of Seattle’s Finance and Administrative Services Department (FAS) has an outstanding opportunity for a Customer Service Division Director. The FAS Customer Service division is responsible for connecting Seattle residents with City services through a variety of entry points, including the Customer Service Bureau which manages phone calls and online requests; in-person Customer Service Centers, and the Find It, Fix It mobile app. Customer expectations and needs have grown in line with technology improvements and an expansion of City services. To meet these needs, FAS seeks a forward-seeking visionary leader that can evolve our customer service strategy to provide clear, quick, and seamless responses. In this role you will ensure the highest level of customer service possible to the community at large and City departments. You will serve as a member of the FAS leadership team and lead a staff of 33 across multiple worksites. About FAS: FAS is often the public's first interaction with the City of Seattle, operating as a customer-focused front door that assists with everything from paying utilities or reporting a pothole to requesting public information or even adopting a new pet. The 500-plus employees of FAS span across 10 divisions and work behind-the-scenes providing critical functions, like managing 120 City facilities—including police and fire stations—overseeing the City's neighborhood customer service centers and Customer Service Bureau and making sure minority-owned businesses can equitably compete for City contracts. No matter the need, FAS is here—at your service. About the Customer Service Division: FAS delivers customer service through multiple channels, systems and processes. The FAS Customer Service Division is composed of the City's Customer Service Bureau (CSB), the Downtown Customer Service Center, and six neighborhood Customer Service Centers located throughout Seattle. Over the phone, online and in person, customers can get information, request services, pay bills, resolve problems, and voice opinions. The division is the business owner of the City’s Motorola CSR application, which includes the popular Find It, Fix It mobile app. Customers expect clarity, transparency and easy access to City services. They want government services to work together seamlessly behind the scenes to fulfill their requests and answer their questions. But because the systems supporting request fulfillment are not fully connected, service provision can lag and be difficult to track to fulfillment. FAS is looking for a visionary leader with practical, operational experience to solve universal challenges to service provision while continuing to improve the customer experience at the City. The successful candidate will leverage thoughtful improvements to the organizational, operational and technological capabilities of customer service to support consistent and equitable customer experiences. The Customer Service Division team champions race and social justice, which requires fostering a relational culture and an openness to learn and apply new ideas and skills through an equity lens. This position applies concepts of race and social justice to all work and engages in departmental efforts to eliminate racial disparities in City government and increase service equity to the broader community.

Requirements

Experience reflecting a commitment to creating fair and equitable outcomes
Seven (7) years of progressively responsible experience in customer service in private or public sector OR A Bachelor's Degree in public or business administration, communications, or related area. And five (5) years of progressively responsible experience in customer service in private or public sector (Or a combination of education, training, experience which provides an equivalent background required to perform the work of the class).
Collaborative, innovative, strategic leader who thrives working in a diverse culture
Demonstrated success as a strong strategic and visionary leader meeting evolving customer needs.
Forward thinking and innovative approach, embracing new technology and challenging currently held beliefs about service delivery.
Passion and commitment to customer service.
Knowledge of how to interpret the customer's voice and improve their experiences.
Demonstrated flexibility, strategic thinking and creative problem solving.
Excellent interpersonal skills, including strong leadership, relationship management and tactful negotiation and diplomacy.
Expertise managing represented and non-represented staff.
Strong written and verbal communication and listening skills that can materialize into collectively creating broad and specific visions to a wide range of audiences.
Ability to exercise executive-level judgment in a fast-paced environment.

Responsibilities

Provide executive level support to your management team and develop and lead a customer-first operations organization that provides a high level of service.
Oversee development and implementation of short- and long-term plans and goals for the division, including the development and implementation of a customer service strategy.
Understand the technological landscape and embrace new solutions to customer service challenges.
Lead strategic planning for customer service-related system solutions.
Partner with other FAS divisions, City departments, elected officials and key stakeholders to achieve customer service goals in line with City priorities.
Participate in decision making as a collaborative and strategic member of the FAS leadership team.
Direct and lead Customer Service management team and staff.
Steer the delivery of enhanced business systems and processes and lead the review and development of customer service improvement initiatives.
Incorporate the Voice of the Customer in customer service delivery.
Oversee the development of performance metrics and reporting.
Facilitate the development and implementation of equity policies and practices aligned with department values.
Oversee the development and implementation of policies and procedures.
Oversee division budget.
Oversee the City’s interactive customer service application (mobile app/web).