Customer Service Supervisor (Call Center)

City of Sacramento (CA)•Sacramento, CA

34d

About The Position

The Customer Service Supervisor is responsible for carrying out day-to-day unit tasks while providing oversight to multiple levels of staff. The position is responsible for cashiering oversight, supervising staff, writing and conducting performance reviews, conducting continuous training and front counter support including customer escalations. Additionally, the position is responsible for crafting and responding to customer service e-mails and correspondence, as well as account and billing performance analysis. IDEAL CANDIDATE STATEMENT The ideal candidate will be equally adept at working both collaboratively and independently while managing a high volume of customer interactions. They will value delivering exceptional customer service and be capable of performing difficult and complex technical public contact and record keeping work related to billings, taxes, fees, and services. They will process transactions and independently resolve complaints and inquiries in accordance with established City standards and procedures. The ideal candidate will be able to guide and direct a team as a cohesive unit while working toward departmental goals and fostering trust and innovation. To supervise, plan, direct and participate in the activities of a unit, operation, or special program of Customer Service staff who assist the general public by responding to questions and/or processing transactions concerning City services, payments, rates, accounts, and taxes; responsible to review, and respond to the most complex and difficult problems for compliance with City standards, procedures and policies. This is the full supervisory level class in the Customer Service series. The Customer Service Supervisor provides highly responsible administrative and technical support to management, and is responsible for the full supervision of a customer service operation. The Customer Service Supervisor class is distinguished from the Customer Service Specialist in that the latter is the advanced journey-level class in the Customer Service series and is considered the technical expert of the series.

Requirements

Principles and practices of modern personnel management.
Systems and programs relating to area of assignment.
Mathematical procedures and calculations, including percentages, calculations, and pro-rations.
Various rates and fee schedules.
Assessing maps, as assigned including geographic information system (GIS), parcel, subdivision, etc.
Methods of researching and recording.
Modern office administrative practices and procedures, including records management.
Advanced computer operations including personal computer software applications.
Correct English usage, including spelling, grammar, punctuation and vocabulary.
Standard business arithmetic.
Principles of leadership, supervision and training.
Plan, organize, assign, train, and evaluate the work of subordinate employees.
Exercise tact, judgment and patience in dealing with the public, subordinates and client departments.
Work independently with minimal supervision.
Analyze, read, and prepare schedules, maps, permits, reports, and statements regarding municipal operations.
Evaluate policies and practices, define problem areas and develop and direct the implementation of policy decisions and practices to improve operations.
Plan, assign, supervise review and evaluate assigned staff; train staff in work methods and procedures.
Organize work, set priorities and meet critical deadlines and follow-up on assignments with a minimum of direction.
Perform mathematic calculations.
Compile and maintain complex and extensive reports and records.
Conduct general and specialized research to assist professional and technical staff in preparing detailed reports.
Utilize specialized computer business applications and systems for account and billing purposes.
Work any shift, including weekends and holidays is mandatory for some assignments.
Operate common office equipment, including copiers, facsimile machines, personal and on-line computers, centralized telephone equipment.
Follow oral and written directions; communicate clearly and concisely, both orally and in writing.
Utilize City codes, ordinances, policies, procedures, resolutions and regulations as related to assignment work.
Interpret and utilize maps related to City infrastructure and utilities, and the municipal street system.
Perform concurrently multiple complex customer service related duties.
Three (3) years of advanced journey-level experience in a public service operation responding to customer complaints and inquiries, providing responsible lead or operational support that included training and reviewing the work of subordinate staff.
Equivalent to the completion of the twelfth grade. Business school training is preferred.

Responsibilities

Supervise, assign, and review the work of staff; select, train, evaluate, counsel, and discipline subordinate staff in the use and knowledge of standard services and special programs, procedures, and customer service expectations.
Interpret City codes and ordinances, policies, procedures and regulations; implement goals, objectives, policies, priorities, systems and procedures; and ensure that policies and procedures are appropriately and uniformly implemented.
Respond to, and resolve the most difficult customer service complaints and problems in accordance with established policy and procedure; coordinate and supervise the investigation of complaints regarding services and subsequent explanation of section practices and procedures; retrieve and research information and analyze accounts to reconcile errors, modify account transactions, authorize the removal of penalties and issuance of credits or refunds; may issue licenses and other business related citations.
Administer databases, as required; maintain centralized records including contracts, project files, plans and specifications, inventory records, purchase records; process purchase requisitions; resolve errors in orders received and invoices; prepare written reports; compile and maintain statistical data for various reports; and research, reconcile and assemble records, and compose correspondence.
Confer with the general public, management staff, and others regarding department operations, procedures and regulations; evaluate and revise work operating policy, procedures and forms to establish priorities and meet critical deadlines; and recommend improvements; conduct customer service survey studies pertaining to work flow, time factors, procedures, and staffing, make recommendations.
Develop work schedules, assignments, and shifts.
Represent the department at meetings, and on various committees.
Perform notary duties.
Provides exceptional customer service to those contacted in the course of work.
Other related duties may also be performed; not all duties listed are necessarily performed by each individual.