Customer Service SupervisorCity of Aurora • Aurora, CO, US

Customer Service Supervisor

City of Aurora • Aurora, CO, US

1 day ago

Job type

Full-time

Job description

Customer Service Supervisor

The City of Aurora is seeking a Customer Service Supervisor who will plan, coordinate, supervise and direct the work activities of personnel in the Access Aurora section for the City of Aurora. The incumbent will manage and direct customer service-wide programs and projects, phone communication, email correspondence and chatbot functionality. This job provides expert professional assistance and guidance to city staff for strategy, policy and operational issues involving areas of assigned responsibility.

This job may provide direction to project teams including assignment of individual responsibilities, tasks and technical functions if required; identify needs and allocate the appropriate resources to meet the timely completion of tasks; and assist in creating work plans, schedules, resource plans, and status reports.

Plans, assigns, and coordinates, through subordinate supervisors and / or employees, the functions of customer service which include many city-wide departments and divisions that interact with customers via telephone, online, or in person.

Develops customer service priorities, goals, and objective related to customer service satisfaction and departmental scorecard measures.

Assists with administering section budget; may submit budget recommendations and justifications helps monitor and controls expenditures.

Supervises and lead direct reports, this includes but is not limited to making recommendations regarding selection, hiring, training, evaluating and disciplining of assigned employees.

Serves as subject matter expert in all areas of customer service for Access Aurora and the city of Aurora.

Leads the evaluation, development, and implementation of customer service standards, objectives and training.

Responsible for selection, implementation and on-going customer relationship management (CRM) system management and records maintenance.

Oversees the Access Aurora and other city-wide call centers.

Performs additional duties as assigned.

Minimum Qualifications & Working Conditions

An equivalent combination of education, training, and experience that demonstrates required knowledge, skills, and abilities may be considered.

Education :

Associate's degree in Business, Management, Finance, or related field

Experience :

At least 5 years of progressively responsible experience in customer service and / or call center

Knowledge :

Knowledge of utility and / or call center operations, related computer hardware and software utilized in a call center environment

Knowledge of customer service, CRM and best practices, ideally within municipalities or utilities

Skills :

Strong interpersonal and negotiating skills

Strong time management skills

Excellent leadership, teambuilding, and decision-making skills.

Excellent communication skills (written and verbal), friendly and supportive customer support skills, and the ability to remain flexible and balance multiple priorities are key attributes

Abilities :

Ability to communicate effectively both verbally and in writing and synthesize complex information into a more useful format for decision-makers

Ability to direct and effectively supervise a large diverse workforce

Ability to administer budgets

Ability to handle sensitive situations with tact and diplomacy

Ability to solve problems, negotiate and handle stressful situations

Ability to manage complex projects

Preferred Qualifications :

Leadership experience

Bilingual, Spanish preferred

Customer Relationship Management (CRM) System Implementation experience preferred

Project Management experience preferred

Working Conditions :

Essential Personnel :

When a local announcement of emergency or disaster is declared by the City, all City of Aurora employees may be required to work as essential personnel.

Physical Demands :

Frequent hand / eye coordination for operation of office equipment

Clear vision to read and interpret reports and other written documents

Frequent speech communication, hearing and listening to maintain communication with employees and residents

Hand / eye coordination for operation of computer keyboard, carts and moveable shelving

Work Environment :

Works primarily in clean, comfortable environment

Equipment Used :

Frequently uses standard office equipment including computer, calculator, multi-line telephones, and copy / fax machines

Uses standard office equipment including personal computer and common office software such as email, internet, Word, Excel

This job may require the incumbent to use personal equipment (e.g. vehicle, cell phone, tools, etc.) in the course of their employment.

For Veterans preference : Please show all of your employment history, including military service and related documentation (DD214) on the application. The City of Aurora is an equal opportunity employer. We are required by state and federal agencies to keep certain statistical records on applicants. It will not be used in any way to discriminate against you because of your sex, race, age, sexual orientation, creed, national origin, disability or military status, gender identity, unless related to a bona fide occupational qualification as defined by the Colorado Civil Rights Commission and the Equal Opportunity Commission. Despite the changes in Colorado law, the City of Aurora maintains a drug-free workplace. A positive test of marijuana is grounds for disqualification and ineligibility for employment with the city for one year or termination once hired.

As a condition of employment, all applicants selected for employment with the City of Aurora must undergo a thorough criminal background check. Applicants selected for safety-sensitive positions are required to complete and pass a drug screening as a condition of employment. Safety sensitive positions include Civil Service positions within Police and Fire Departments and positions where their job responsibilities have direct and substantial responsibility that would impact the health and safety of others. Employment references will be conducted on finalists for City of Aurora vacancies.

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Customer Service Supervisor • Aurora, CO, US