Supervisor - Customer Service (TPW - Civil Service)

Welcome to the City of Dallas!

The City of Dallas is one of the largest employers in the DFW Metroplex.

We offer growth opportunities and a chance to make a difference in our community.

What do we offer?

A competitive salary, five-year vested pension plan, great benefits package that includes health, vision and dental insurance, pet insurance, tuition reimbursement, qualifying childcare assistance, paid time off and more.

Join our diverse workforce and help us in providing excellent service to the residents of Dallas while building a rewarding career.

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 faciliates 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 operatios 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 or other certification or professional development.

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

Knowledge and Skills

1 Knowledge of customer service policies and protocols.

2 Knowledge of call center protocols and management.

3 Ability to asupervise, 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.

MINIMUM QUALIFICATIONS:

Salary Range

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 and values diversity at all levels of its workforce.