Job Description

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Job Summary

Job Description

Overview

The Supervisor-Customer Service oversees, supervises, coordinates, and monitors the work of customer service representatives providing information to City customers and performing work in the Call Center.

Essential Functions

1 Supervises, plans, coordinates, assigns and evaluates work of customer service staff performing work in the Call Center and providing information to the City and its citizens; directs and coordinates work through subordinate

supervisors or team leaders; coaches or and gives technical direction as needed

2 Interviews, evaluates, and makes selection on candidates for filling positions; recommends discipline and terminations; hears and resolves serious complaints or simple grievances from employees, refers serious grievances to higher level managers, and effects disciplinary actions or recommends serious disciplinary actions to managers.

3 Trains, educates, and counsels new hires and current representatives on various departments within the City of Dallas to ensure excellent professional customer service activities.

4 Develops and implements long range plans, programs, and schedules to provide effective customer service strategies; determines goals and objectives needing emphasis and directs and coordinates work through leaders; adjusts work priorities, projects schedules, resources, and work plans as required, estimates staff needs, and assigns work to address City requirements and needs.

5 Communicates relevant policies and procedures for all department changes and to make sure all 311 Customer Service Representatives are aware of any and all changes; reviews work for quality; evaluates work performance; and recommends awards for employees.

6 Performs interviews and facilitates the coordination of the call center workflow and assignments; implements improvements, delegates work, and requests changes as needed.

7 Supervises, monitors, coordinates, and evaluates daily operations to ensure effective services and quality customer service; performs a wide range of administrative tasks to facilitate call center success and excellent customer service.

8 Oversees specialized training, other certification, or professional development.

9 Performs any and all other work as needed or assigned.

Knowledge and Skills

• 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 and provide performance feedback for customer service activities.
• Ability to plan and coordinate meetings and professional development.
• Ability to speak and communicate clearly.
• Ability to provide conflict resolution and management.
• Communicating effectively verbally and in writing.
• Establishing and maintaining effective working relationships.

MINIMUM QUALIFICATIONS:

EDUCATION:

• High school diploma or GED.

EXPERIENCE:

• Five (5) years of customer service, which must have included in-person interactions

AND

• Two (2) years of leadwork or supervisory responsibilities (This experience may be included in the required experience listed above.).

EQUIVALENCIES:

• An associate degree (or higher) in any field, plus three (3) years of the required experience, with one (1) year of leadwork or supervisory responsibilities, will meet the education and experience requirements.

Salary Range

$28.27 - $33.93

The salary listed on this job posting is the starting salary range; amount offered will depend upon qualifications.

City of Dallas is an Equal Opportunity Employer.