Customer Service Manager

1 week ago

Carrollton, Texas, United States City of Carrollton, TX Full time
JOB TITLE: Manager

DEPARTMENT/DIVISION: Various

REPORTS TO: Director or Assistant City Manager

SUMMARY: Responsible for managing a division at the City of Carrollton. Responsible for planning, managing, and providing direction for division operations. Drafts and implements operational policies and procedures and manages division staff and resources. Work is performed with general direction, working from broad goals and policies.

ESSENTIAL JOB FUNCTIONS:
  • Supervises staff, a program, function, or service, which may include: prioritizing and assigning work; conducting performance evaluations; ensuring staff are trained; ensuring that employees follow policies and procedures; maintaining a healthy and safe working environment; and, making hiring, termination, and disciplinary recommendations.
  • Assists in developing and maintaining short and long-term strategic planning processes and coordinates departmental efforts related to assigned area of responsibility.
  • Participates in the development of services, programs, policies, and procedures in assigned area of responsibility.
  • Coordinates department-wide initiatives for the enhancement and improvement of service and program delivery.
  • Ensures compliance with applicable Federal, State, and Local laws, rules, regulations, laws, and policies.
  • Serves as a liaison with employees and external organizations; represents the City at a variety of meetings, public events, training sessions, on committees, and/or other related events.
  • Participates in coordinating the exchange of information within the organization, with external agencies, and with the public.
  • Prepares, reviews, interprets, and analyzes a variety of information, data, and reports and makes recommendations and presentations based on findings.
  • Monitors and maintains department inventory and orders required supplies, materials, and equipment to ensure efficient operations.
  • Assists in developing and administering the department budget and approves expenditures within established guidelines.
  • Performs other duties as assigned.
POSITION SPECIFIC JOB FUNCTIONS:

Customer Service
  • Responsible for the administration and operation of the Resolution & Customer Engagement divisions, aligning strategies with the City's overarching goals.
  • Develops initiatives to enhance customer service branding across the city, ensuring a consistent and positive experience for residents.
  • Leads strategic planning efforts within the divisions, identifying opportunities for improvement and implementing innovative solutions to meet evolving community needs.
SUPERVISORY/BUDGET RESPONSIBILITIES:
  • Supervisory responsibility over Division staff.
Customer Service Manager:
  • Monitors budgets of assigned divisions(s).
  • Able to step into the Director role in the event of the Director's absence.
KNOWLEDGE, SKILLS, AND ABILITIES:
  • Knowledge of supervisory principles;
  • Knowledge of public administration principles;
  • Knowledge of applicable Federal, State, and Local laws, rules, regulations, codes, and/or statutes;
  • Knowledge of policy and procedure development practices;
  • Knowledge of research methods;
  • Knowledge of budgeting principles;
  • Knowledge of managerial principles;
  • Knowledge of applicable theories and principles related to area of assignment;
  • Knowledge of public relations principles.
  • Skilled in monitoring and evaluating subordinates;
  • Skilled in delegating and prioritizing work;
  • Skilled in preparing reports;
  • Skilled in developing, evaluating, recommending, and implementing processes and procedures;
  • Skilled in managing change and sensitive topics;
  • Skilled in adapting to rapidly changing environments;
  • Skilled in recognizing problems, identifying alternative solutions, and making appropriate recommendations;
  • Skilled in building consensus;
  • Skilled in preparing and giving presentations;
  • Skilled in coordinating and executing multiple tasks;
  • Skilled in conducting research;
  • Skilled in analyzing processes and making recommendations for improvement;
  • Skilled in prioritizing, organizing, and managing multiple simultaneous projects;
  • Skilled in defining problems, collecting data, establishing facts, and drawing valid conclusions;
  • Skilled in reading, interpreting, applying, and explaining laws, codes, ordinances, rules, regulations, policies, and procedures;
  • Skilled in preparing clear and concise reports, including oral, written, and audio/visual presentations;
  • Skilled in maintaining sensitive and confidential information;
  • Skilled in gathering and analyzing complex information and making recommendations based on findings and in support of organizational goals;
  • Skilled in operating a computer and related software applications;
  • Skilled in communicating effectively with a variety of individuals.
MINIMUM QUALIFICATIONS:
  • Bachelor's Degree in General Business Administration or a related field.
  • Five years of progressively responsible experience in the area of assignment, including two years of supervisory experience.
  • Certification/licensure may be required depending on area of assignment.
Customer Service Manager:
  • Bachelors degree in Public Administration, Communication, Business Administration or related field.
  • Associates degree from an accredited college or university AND 7 years of progressive leadership experience.
PREFERENCES:
  • None.
Customer Service Manager:
  • Experience in call centers and local government is preferred.
WORKING CONDITIONS:
  • Frequent reaching, talking, seeing, hearing, and manual dexterity.
  • Occasional lifting and carrying up to 25 pounds.
  • Work is typically performed in a standard office environment.
  • Depending on area of assignment, may work in an outdoor environment, with potential exposure to adverse weather conditions.
  • Depending on area of assignment, may occasionally be exposed to risk of electrical shock, vibration, fumes, and/or airborne particles.
CONDITIONS OF EMPLOYMENT:
  • Must pass pre-employment drug test.
  • Must pass criminal history check.
  • Must pass motor vehicle records check.
Customer Service Manager:
  • Must pass the Criminal Justice Information Services (CJIS) background check.
Other details
  • Job Family Manager, Customer Service
  • Job Function Professional
  • Pay Type Salary
  • Hiring Rate $86,929.48
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