Customer Service Supervisor

Customer Service Supervisor

The City of Norfolk's Department of Public Works is currently seeking a Customer Service Supervisor within the Division of Towing and Recovery. This position provides day-to-day leadership to ensure a high-performance, customer service-oriented work environment that supports achieving the Department's and Division's mission, objectives, and values. Oversees the day to day operations of a call center, assuring that customers enjoy a positive, professional and complete interaction with all team members. Supports strategic improvements consistent with departmental goals and initiatives, focusing on improving customer retention through a high quality customer experience. Measures and provides appropriate performance and behavioral feedback to assigned team members. Assists in the design or implementation of continual improvement projects. Offers suggestions to management with ideas on how to improve customer interaction, employee morale and streamline processes.

The Department of Public Works builds, maintains, and operates the physical facilities that support and enhance the lives of Norfolk's citizens, businesses and visitors, including the City's storm water system, street network, waste management and recycling systems. The Department is comprised of 9 divisions that function collectively to make your commute safe and efficient, your neighborhood more attractive, and the streets and sidewalks clean and well-maintained.

Departmental Hiring Salary Range: $55,210.37 - $63,355.17

Essential Functions

Essential functions include but are not limited to:

• Prioritizes, assigns, evaluates, and supervises the work of all Support Technicians, Accounting Technicians and Administrative Assistants.
• Provides coaching and guidance for performance development and improvement; directs and administers the training of new employees. Plans and implements work programs and customer service activities: Modifies divisional procedures and processes; creates quality assurance tools to ensure quality completion, in a timely manner.
• Maintains the daily schedule to ensure complete coverage for our customer base. Record and conduct formal performance appraisals: participate in various personnel actions, including hiring, counseling, training, promotion, and discipline. Assuming complex and specialized customer relation situations involving unhappy and dissatisfied customers and requiring sensitivity and sound judgment; takes action to resolve complaints.
• Receives and responds to email correspondences and telephone calls, provides information and handles issues, requests, and complaints. Perform related duties and responsibilities as required.

Education/Experience

Work requires broad knowledge in a general professional or technical field. Knowledge is normally acquired through four years of college resulting in a Bachelor's degree or equivalent. Five years customer service management or municipal operations management experience. Preferred Experience:

• Strong communication, leadership, and organizational skills. Able to function in a high volume, busy office environment.
• Valid Drivers License