Log In
Sign Up
Position Purpose
The Supervisor-Customer Service oversees, supervises, coordinates, and monitors the work of customer service representatives providing information to City customers and performing work.
Supervises, plans, coordinates, assigns and evaluates work of customer service staff performing work for the Department of Public Works, 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. Trains, educates, and counsels new hires and current representatives on various departments within the City of Dallas to ensure excellent professional customer service activities. 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 needed. Communicates relevant policies and procedures for all department changes and ensures customer service staff are aware of any and all changes; reviews work for quality assurance purposes; evaluates work performance; and recommends awards for employees. Facilitates the coordination of workflow and assignments; implements improvements, delegates work, and requests changes as needed. Supervises, monitors, coordinates, and evaluates daily service request workload to ensure effective services and quality customer service; performs a wide range of administrative tasks to facilitate department success and excellent customer service. Oversees specialized training or other certification or professional development necessary to continually maintain up to date skills. Performs any and all other work as needed or assigned.
Essential Functions
1 Supervises, plans, coordinates, assigns and evaluates work of customer service staff providing information to the City and its citizens; directs and coordinates work through subordinate supervisors or team leaders; coaches and/or gives technical direction as needed
2 Interviews, evaluates, and fills positions; recommends discipline and terminations; hears and resolves serious employees concerns or grievances, refers serious grievances to higher level managers, along with recommendations to implement effective disciplinary actions or or counseling as needed or required.
3 Trains, educates, and mentors 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 ensuring departmental Customer Service Representatives are aware of revisions or updates to policies and procedures; methodically applies quality assurance to outcomes and routinely trains staff on lessons learned; evaluates work performance; and recommends awards for employees.
6 Performs interviews and facilitates the coordination of 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 and excellent customer service.
8 Oversees specialized training or other certification or professional development.
9 Performs any and all other work as needed or assigned.
Minimum Qualifications
EDUCATION:
High school diploma or GED.
EXPERIENCE:
Five (5) years of customer service that must have included in-person interactions.
AND
One (1) year of leadwork or supervisory responsibilities. (This experience may be included in the required experience listed above.)
EQUIVALENCY:
Associate degree (or higher) in any field plus three (3) years of the required experience with one (1) year leadwork or supervisory responsibilities will meet the education and experience requirements.
Supplemental Information
Knowledge and Skills
1 Knowledge of customer service policies and protocols.
2 Knowledge of department protocols and management.
3 Ability to supervise, lead and coordinate the work of new and existing employees.
4 Ability to evaluate and provide performance feedback for customer service activities.
5 Ability to plan and coordinate meetings and professional development.
6 Ability to speak and communicate clearly.
7 Ability to provide conflict resolution and management.
8 Communicating effectively verbally and in writing.
9 Establishing and maintaining effective working relationships.
The salary listed on this job posting is the starting salary range; amount offered will depend upon qualifications.
For evaluation purposes, acceptable qualifying experience for all positions must have been in a paid capacity unless noted otherwise in the minimum qualifications for the posted position.
Additionally, 30+ hours per week will be counted as full-time employment and will receive full credit for the amount of time employed. A minimum of 15 through 29 work hours per week will be counted as part-time employment and will receive half credit for the amount of time employed.
