Supervisor - Customer Service - Transportation & Public Works (Civil Service)
About The Position
The Supervisor-Customer Service oversees, supervises, coordinates, and monitors customer service representatives providing information to City customers and performing work in the Call Center. The role supervises daily operations and staff, coordinates workflow and assignments, and supports effective service and quality customer experiences. The position also develops customer service plans and schedules, communicates policy and procedural changes, evaluates work, and oversees training and professional development. The supervisor interviews and evaluates candidates, participates in hiring decisions, addresses employee complaints and grievances, and recommends or effects disciplinary actions as authorized. The role performs administrative work needed to support Call Center operations and may perform other work as assigned.
Requirements
- High school diploma or GED.
- Five years of customer service experience, including in-person interactions.
- Two years of leadwork or supervisory responsibilities; this experience may be included in the required customer service experience.
- Knowledge of customer service policies and protocols.
- Knowledge of Call Center protocols and management.
- Ability to supervise, lead, and coordinate the work of new and existing employees.
- Ability to evaluate customer service work and provide performance feedback.
- Ability to plan and coordinate meetings and professional development.
- Ability to speak and communicate clearly and communicate effectively verbally and in writing.
- Ability to provide conflict resolution and management.
- Ability to establish and maintain effective working relationships.
Responsibilities
- Supervise, plan, coordinate, assign, and evaluate the work of customer service staff in the Call Center; direct work through subordinate supervisors or team leaders and provide coaching or technical direction.
- Interview and evaluate candidates and make selections for open positions; recommend discipline and terminations; hear and resolve certain employee complaints or grievances, refer serious grievances to higher-level managers, and effect or recommend disciplinary actions.
- Train, educate, and counsel new and current representatives on City of Dallas departments and professional customer service activities.
- Develop and implement long-range plans, programs, and schedules for customer service strategies; set goals and objectives, coordinate work through leaders, adjust priorities and resources, estimate staffing needs, and assign work to address City requirements.
- Communicate department policy and procedural changes to 311 Customer Service Representatives; review work quality, evaluate performance, and recommend employee awards.
- Conduct interviews and coordinate Call Center workflow and assignments; implement improvements, delegate work, and request changes as needed.
- Supervise, monitor, coordinate, and evaluate daily operations to support effective services and quality customer service; perform administrative tasks that facilitate Call Center success.
- Oversee specialized training, certifications, and professional development.
- Perform other work as needed or assigned.
Benefits
- Competitive benefits
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
