Customer Service Supervisor

2 weeks ago

Sacramento, United States City of Sacramento Full time

**THE POSITION**:
**With supervisor approval, incumbents may be eligible for intermittent remote work; **however, they must physically reside within the Sacramento region or have the ability to regularly report to a City of Sacramento physical worksite with little notice.**

The Front Street Animal Shelter is seeking a Customer Service Supervisor to oversee the daily supervision and coordination of the shelter’s customer service team.
IDEAL CANDIDATE STATEMENT

To supervise, plan, direct and participate in the activities of a unit, operation, or special program of Customer Service staff who assist the general public by responding to questions and/or processing transactions concerning City services, payments, rates, accounts, and taxes; responsible to review, and respond to the most complex and difficult problems for compliance with City standards, procedures and policies.
This is the full supervisory level class in the Customer Service series. The Customer Service Supervisor provides highly responsible administrative and technical support to management, and is responsible for the full supervision of a customer service operation. The Customer Service Supervisor class is distinguished from the Customer Service Specialist in that the latter is the advanced journey-level class in the Customer Service series and is considered the technical expert of the series.
General supervision is provided by management staff. Responsibilities include the direct and indirect supervision of lower level employees.

**ESSENTIAL DUTIES AND RESPONSIBILITIES**:

- Supervise, assign, and review the work of staff; select, train, evaluate, counsel, and discipline subordinate staff in the use and knowledge of standard services and special programs, procedures, and customer service expectations.
- Interpret City codes and ordinances, policies, procedures and regulations; implement goals, objectives, policies, priorities, systems and procedures; and ensure that policies and procedures are appropriately and uniformly implemented.
- Respond to, and resolve the most difficult customer service complaints and problems in accordance with established policy and procedure; coordinate and supervise the investigation of complaints regarding services and subsequent explanation of section practices and procedures; retrieve and research information and analyze accounts to reconcile errors, modify account transactions, authorize the removal of penalties and issuance of credits or refunds; may issue licenses and other business related citations.
- Administer databases, as required; maintain centralized records including contracts, project files, plans and specifications, inventory records, purchase records; process purchase requisitions; resolve errors in orders received and invoices; prepare written reports; compile and maintain statistical data for various reports; and research, reconcile and assemble records, and compose correspondence.
- Confer with the general public, management staff, and others regarding department operations, procedures and regulations; evaluate and revise work operating policy, procedures and forms to establish priorities and meet critical deadlines; and recommend improvements; conduct customer service survey studies pertaining to work flow, time factors, procedures, and staffing, make recommendations.
- Develop work schedules, assignments, and shifts.
- Represent the department at meetings, and on various committees.
- Perform notary duties.
- Provides exceptional customer service to those contacted in the course of work.
- Other related duties may also be performed; not all duties listed are necessarily performed by each individual.

**QUALIFICATIONS**:

- Knowledge of:
- Principles and practices of modern personnel management.
- Systems and programs relating to area of assignment.
- Mathematical procedures and calculations, including percentages, calculations, and pro-rations.
- Various rates and fee schedules.
- Assessing maps, as assigned including geographic information system (GIS), parcel, subdivision, etc.
- Methods of researching and recording.
- Modern office administrative practices and procedures, including records management.
- Correct English usage, including spelling, grammar, punctuation and vocabulary.
- Standard business arithmetic.
- Principles of leadership, supervision and training.

Ability to:
- Plan, organize, assign, train, and evaluate the work of subordinate employees.
- Exercise tact, judgment and patience in dealing with the public, subordinates and client departments.
- Work independently with mínimal supervision.
- Analyze, read, and prepare schedules, maps, permits, reports, and statements regarding municipal operations.
- Evaluate policies and practices, define problem areas and develop and direct the implementation of policy decisions and practices to improve operations.
- Plan, assign, supervise review and evaluate assigned staff; train staff in work methods and procedures.
- Organize wor

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