Supervisor, Customer Support

POSITION TITLE: Supervisor, Customer Support (Full-Time Regular) (Classified)
REQUISITION #: req8693
DEPARTMENT: Municipal Court
LOCATION: 215 OFFICE BLDG
BENEFIT CATEGORY: Classified (Non-CBU) Classified Employee Benefit Highlights
EMPLOYMENT TYPE: Full-Time Regular
FLSA STATUS: Non-Exempt
ANNUAL SALARY RANGE: $57,547.00 - 95,903.00 (Salaries are paid biweekly)
ANNUAL ANTICIPATED HIRING RANGE: $65,000.00 - $78,000.00 (Salaries are paid biweekly)
SELECTION PROCESS: Application deadline is 11:59 p.m. MT on 11/23/2026 .At the City, we are focused on finding the strongest candidate for the role, and we recognize that excellence can come from a wide variety of experiences and paths. When reviewing applications, we consider an equivalent combination of knowledge, skills, education, and lived experiences that align with the minimum qualifications. If you are interested in this opportunity, we encourage you to view your background broadly and highlight the skills and experiences that best prepare you for the role.
The City of Fort Collins is a bias-conscious employer. We ask that you please avoid the use of photos when submitting a resume and/or an application for employment. You will receive an email acknowledgment when you have successfully submitted an application. Your completed application will be forwarded to the hiring manager. You will be notified if you are selected for further testing or interviews. Please keep your contact information up-to-date. The status of your application will be updated in your applicant profile.


Post-Offer Requirements
- Background check (Background checks are considered in relation to the responsibilities and requirements of the position)
While the City of Fort Collins offers many remote and/or hybrid positions, all remote or hybrid work must be performed in the state of Colorado.


Why Work For the City of Fort Collins?

• Medical, dental, vision (for self, spouse, domestic partner, children) - eligible on the 1st of the month following date of hire
• Paid vacation, paid holidays, sick leave, and additional one-time bank of 40 PTO hours for new, full-time, Classified and Unclassified Management hires
• Retirement + company contributions - after 6 month probation period and immediate vesting
• Flexible spending: Medical expenses FSA, dependent FSA or both
• Employee Assistance Program: counseling, legal, financial assistance
• Life insurance, short-term and long-term disability
• Wellness program, workout facilities
• Employee/family onsite health clinic
• Learning and development opportunities at all levels in the organization with opportunities for career mobility
• Collaborative work environment

To learn more about The City of Fort Collins and Our Community, please read Our Community and Our Organization Brochure

Job Summary
This first-level supervisor leads a small team of customer service staff, applying knowledge of customer service principles, account and billing practices and the ordinances, policies and regulations that govern the service area. This position applies working knowledge and judgment to tasks of moderate complexity, making day-to-day decisions within established procedures to resolve customer issues and keep service operations running smoothly. The role supervises and trains staff and may perform the work of those supervised. It works under the direction of management and in collaboration with other departments and outside entities to deliver effective and efficient customer service.

Essential Duties and Responsibilities
• Supervises customer service staff and additional staff as assigned working in a designated service area such as a front counter, window or service desk.
• Develops and administers training programs.
• Resolves customer complaints, issues and problems.
• Interprets City and department policies, procedures, codes and regulations for division personnel and customers.
• Administers and monitors ongoing programs and routines and special projects for the department.
• Initiates changes in working conditions and use of equipment to increase efficiency.
• Responsible for financial or budget functions that may include developing and maintaining the department budget, purchasing equipment and supplies, accounts payable and receivable, payroll actions or timesheet processing.
• Participates as part of the department's management team.
• Coordinates with other City departments and external entities.
• May perform the functions of the employees supervised.
• May act as staff liaison for the department.
• May provide administrative support to managers and other technical staff as needed.
• Performs word processing and data entry and may maintain databases and spreadsheets.

This job description is a living document and may not be all-inclusive; employees are responsible for other duties as assigned.


Job Competencies

City-wide:
- Value Differences: Effectively interacts and works with people of diverse identities, perspectives and cultural backgrounds.
- Nimble Learning: Demonstrates a commitment to continuous learning and development.
- Teamwork: Establishes and maintains effective working relationships with City employees, external partners and the community.
- Processing Text: Reads and comprehends policies, regulations, rules and standard operating procedures.
- Communication: Speaks and writes clearly and concisely.
- Technology: Utilizes routine computer programs and systems, such as: email, word processing, spreadsheets and presentation tools.

Supervisory:
- Decision Making: Day-to-day tasks. Defines appropriate procedures, delegation and quality assurance.
- Complexity: Navigates operational conditions within defined systems and established procedures. Variables are generally known and predictable.
- Resource Management: Understands proper use and availability of resources.
- Business Acumen: General understanding and alignment. Suggests improvements.
- Collaboration & Engagement: Internal focus: peers and direct reports
- Build Effective Teams: Provides guidance, support and feedback.
- Specific Knowledge: Serves as a resource for staff through focused knowledge of subject matter, standards and best practices.
- Organizational Impact: Executes and adheres to frontline and routine processes.
- Ensure Accountability: Holds team accountable for daily tasks, attendance, safety and performance metrics.

Job Specific:
• Working knowledge of customer service principles and ability to apply them to business practices and operations.
• Ability to serve as both a working supervisor and a leader of staff.
• Working knowledge of ordinances, resolutions, policies, rules, laws, regulations and rate tariffs that apply to the service area and City utilities.
• Working knowledge of department and division customer service strategy and goals.
• Advanced interpersonal skills and working knowledge of team development and performance, with the ability to build teamwork among staff in multiple locations.
• Skilled in facilitation, training, motivation and communication, both orally and in writing, including the ability to plan and lead staff meetings.
• Working knowledge of quality assurance, quality improvement and benchmarking for customer service and ability to apply them to operations.
• Working knowledge of automated customer information system functions and features and ability to apply them to service needs.
• Foundational knowledge of change management, process improvement and leadership principles.
• Foundational knowledge of basic budget management and financial procedures.
• Foundational knowledge of marketing and sales practices and principles, with the ability to train, motivate and guide others in promoting services and products.
• Foundational knowledge of collections practices. Minimum Qualifications

Unless specifically required for the position, education and experience are considered equivalent qualifications.

Years Type of Specific Experience/Education:
4 years related experience/education


Conditions of Employment:
All employees must reside in the State of Colorado and all new employees are subject to a general Background Check.

Physical Demands:
Essential physical functions must be able to be performed with or without accommodation. "Frequency" refers to the portion of the workday or shift an activity or physical demand exists.

Physical Demands Classification:
Sedentary; Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.
The City of Fort Collins will make reasonable accommodations for access to City services, programs and activities and will make special communication arrangements for persons with disabilities. Please call View phone number on click.appcast.io for assistance.

Notice Regarding Medical and/or Recreational Marijuana Use
Because the possession and use of marijuana, whether for medical use or otherwise, constitutes a federal offense and because the City is a drug free workplace, the City will not accommodate the medical use of marijuana and enforces written policy prohibiting working for the City while marijuana is in the body. The fact that state law recognizes medical marijuana as a prescribed, or otherwise permitted, medication does not alter or otherwise change this policy.


TheCity is committed to equal employment opportunity for all applicants andemployees. Employment decisions will comply with all applicable lawsprohibiting discrimination in employment. The City does not toleratebehavior that results in the terms and conditions of employment beingadversely impacted based on an employee's protected status, or any