Customer Service Supervisor

Customer Service Supervisor Salary range: Non‑Bargaining Grade 125 / $26.89 per hour (Based on Qualifications) Department: Customer Service Hours: Full-Time Responsibilities Supervise staff, including selection/recommendation, training, assignment, evaluation, counseling, coaching, mentoring, disciplining, and recommending or executing terminations; approve leave/vacation requests. Provide coverage for other department supervisors when absent. Prepare schedules of activities such as disconnections of utilities and assist in analyzing, evaluating, and correcting billing‑related problems. Collaborate with other departmental supervisors to resolve problems and complaints. Update new account customers electronically to various vendors. Maintain the department’s website with current policies and procedures; maintain the City’s internal digital TV and SharePoint sites. Ensure document retention and destruction of documents in compliance with policy. Gather and maintain information to support periodic and special reports. Attend or conduct staff and professional meetings to exchange information. Communicate effectively with internal and external stakeholders to provide support and guidance. Review and provide guidance to staff based on City policies and ordinances to deliver excellent customer service. Make effective decisions and assessment reports. Oversee and manage call queue unless otherwise assigned. Perform other duties as assigned. Qualifications Associate degree or equivalent of two years of college or specialized vocational training in computers and business administration. Four years of related experience in a customer service setting or business management role, including two years in a supervisory role. Equity Statement City of Dover is an Equal Opportunity Employer. #J-18808-Ljbffr