Customer Service Director for Public Works
3 weeks ago
We are seeking a dedicated Customer Service Manager to lead and oversee customer service operations within the department. The ideal candidate will have experience managing customer service teams, preferably in the public sector, and a passion for serving the community with professionalism and efficiency.
Responsibilities- Oversee day-to-day operations of the customer service call center, ensuring performance metrics are met or exceeded.
- Monitor call center performance through KPIs, including call wait times, customer satisfaction, and call resolution rates.
- Develop and implement strategies to improve service quality and productivity.
- Manage call volume forecasting and scheduling to optimize workforce management.
- Handle escalated customer issues, ensuring prompt and satisfactory resolutions.
The position requires excellent leadership and team-building skills, strong verbal and written communication skills, and proficiency in call center management software and CRM platforms. We also offer competitive benefits, including comprehensive group health and related benefits plan, defined benefit retirement plan, and more.
Our estimated salary range for this position is $60,000 - $80,000 per year, commensurate with experience. If you have a minimum of 3-5 years of experience in a call center management or supervisory role within Public Works, Engineering, and customer service, we encourage you to apply.
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