Customer Services Representative Supervisor

Full Job Description

Under general direction, is responsible for overseeing the customer service function for a particular department or for 311 related issues if assigned to Customer Service/311 Department. Oversees responses to telephone and written inquiries for all internal and external customers. Assists in resolving customer issues. Working conditions are primarily in an office environment. Exercises direct supervision over assigned staff.

Work Location
8130 Inner Circle Dr. San Antonio, TX (78235)

Work Schedule
8:00 a.m. - 5:00 p.m., Monday - Friday for 4-6 weeks of training. After completion of training available shift will be 9:00 a.m. - 5:45 p.m., Monday - Friday.

Requirements

May interview, select, supervise, develop, evaluate, counsel, and if necessary, discipline personnel according to established policies, procedures, and guidelines.Develops and implements customer service training curriculum for department staff and ensures that required City training is accomplished on a timely basis.Prepares daily, monthly, and annual performance reports to include call center service level, answer rate, monthly employee performance stats and disseminates results.Researches customer service inquiries and works with respective departments to address resident concerns in a timely and efficient manner.Provides assistance to Customer Service Representatives to ensure service requests are submitted properly.Supports operations when extended coverage is required in response to weather related and other emergency related events.Develops and maintains effective working partnerships with other City departments in order to respond to staff requests for information.Performs related duties and fulfills responsibilities as required.

Qualifications Bachelor's Degree from an accredited college or university.

Three (3) years of increasingly responsible experience in communications, customer service, local government or call center environment.

Preferred Qualifications

• Bilingual (English/Spanish).
• Previous call center experience.

Applicant Information

Unless otherwise stated, applicants are permitted to substitute two years of related full-time experience for one year of higher education or one year of related higher education for two years of experience in order to meet the minimum requirements of the job.

One year of full-time experience is defined as 30 or more hours worked per week for 12 months.

One year of higher education is defined as 30 credit hours completed at an accredited college or university.

Applicants selected for employment with the City of San Antonio in this position must receive satisfactory results from pre-employment drug testing and background checks. If required for the position, a physical, motor vehicle record evaluation, and additional background checks may be conducted.

Please be advised that if selected for this position, information regarding employment history as it relates to the qualifications of the position will be needed for employment verification.

Applicants claiming military service to meet the experience requirement for this position may attach a DD214 to the application.

If selected for this position, official transcripts, diplomas, certifications and licenses must be submitted at the time of processing. Unofficial transcripts and copies of other relevant documents may be attached to the application for consideration in advance.

Additional Information

• Knowledge of applicable City Codes and processes.
• Knowledge of rules and regulations for operations of call center.
• Knowledge of workforce management tools including scheduling and compliance.
• Knowledge of customer relationship management systems and services.
• Knowledge of Microsoft Office applications including Excel, Microsoft Word, PowerPoint.
• Knowledge of telephone etiquette, customer service techniques and protocols.
• Skill in utilizing a personal computer and associated software programs.
• Ability to create reports and interpret data from call center operations
• Ability to operate a computer keyboard and other basic office equipment.
• Ability to communicate clearly and effectively.
• Ability to establish and maintain effective working relationships with co-workers, supervisors and the general public.