Customer Service Team Lead

8 hours ago

Austin, Texas, United States City of Austin Full time
Job Summary

We are seeking a highly skilled Customer Service Supervisor to join our team at the City of Austin. The successful candidate will be responsible for leading a team of customer service representatives and providing exceptional service to our citizens.

Key Responsibilities
  • Resolves customer conflicts and provides options to ensure customer satisfaction.
  • Develops, revises, and implements standard operating practices, policies, and procedures for the section/division.
  • Oversees billing collection and payment arrangement functions.
  • Reviews and approves account documentation.
  • Provides technical advice and assistance to employees, city management, contractors, and citizens.
  • Coordinates division activities with other divisions and departments.
  • Ensures all Citizen Assistance Forms are assigned to respective sections and processed within set deadlines.
  • Prepares financial summaries, performance measures, data, and reports for management review.
  • Plans, develops, implements and conducts on-going education and in-service training programs.
Requirements
  • Graduation with a Bachelor's degree from an accredited college or university with major coursework in a related field, plus five (5) years of experience providing customer service, two (2) years of which were in a lead or supervisory capacity.
  • Experience may substitute for education up to a maximum of four (4) years.
  • Licenses or Certifications: None.
Preferred Qualifications
  • Experience leading a customer service team and providing recommendations regarding new technology and methods for possible utilization in all customer service functions.
  • Knowledgeable of all aspects of customer service channels including, Live agent chat, group email account monitoring, customer service requests, and call-center operations.
  • Conducting analysis and the ability to implement process improvement techniques to enhance services to its customers.
  • Maintaining and monitoring service channel databases and serving as the first line response to customer escalations.
  • Experience analyzing customer survey, benchmarking, and quality assurance data.
  • Knowledgeable with Motorola Premier One Customer Service Request system, AMANDA, Enterprise Service Bus software, AVAYA Call Management System, and Microsoft Office suite including Visio, Word, PowerPoint, Access, Excel, PowerBI, Power Automate, and Power Apps.
  • Ability to travel to more than one work location.
Working at the City of Austin

The City of Austin offers a comprehensive benefits package and a dynamic work environment. If you are a motivated and customer-focused individual who is passionate about providing exceptional service, we encourage you to apply for this exciting opportunity.

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