Job Title: Customer Service Supervisor

Salary range: Non-Bargaining Grade 125 / $26.89 Per Hour (Based on Qualifications)

Department: Customer Service

Hours: Full-Time

Job Description:

The Customer Service Supervisor position is to oversee customer service operations for the area of responsibility.  The position is responsible for supervising staff, planning, customer service, training, accounting functions, and reporting.  The position works independently, reporting major activities through periodic meetings.

Job Responsibilities

• Supervises staff, including selecting or recommending selection, training, assigning and evaluating work, counseling, coaching, mentoring, disciplining, and terminating or recommending termination; approves leave/vacation requests.

• Customer Service Supervisor is routinely requested to oversee another department supervisor’s area of responsibility when one is absent.

• Prepares schedule of activities for area of responsibility such as disconnections of utilities; assists with analyzing, evaluating, and correcting billing-related problems.

• Interacts with other departmental supervisors to resolve problems/complaints.

• Update new account customers electronically to various vendors. 

• Responsible for updating and maintaining the department’s website with current policy and procedures. Will maintain the City’s internal digital TV and departments SharePoint.  

• Responsible for department document retention and destruction of documents in accordance with policy.

• Gathers and maintains information/data to support periodic and special reports for the area of responsibility.

• Attends or conducts staff and other professional meetings to exchange information.

• Frequently interacts with other inter-departmental supervisors.

• Effectively communicate with internal and external stakeholders to provide needed support/guidance.

• Has ability to review and provide guidance to staff based on City policies and ordinances to provide excellent customer service.

• Excellent ability to assess and make effective decisions.

• Oversees and manages call que unless otherwise assigned.

• Other duties assigned.

To view the entire job description, please visit, https://www.cityofdover.com/job-titles-and-rates and click on Non-Bargaining Employees Job Descriptions

Required Qualifications

• Requires associate degree or the equivalent of two years of college or specialized vocational training in computers and business administration.

• Requires four years of related experience in a customer service setting or business management role; two years in a supervisory role.

To Apply Submit the Following

• City of Dover employment application (www.cityofdover.com/jobs)

• Cover Letter and Resume

Ethical conduct and honest behavior are our basic organizational values. Candidates will be instrumental in assisting to make Dover a place where people want to live through our motto – Dedication, Ownership, Vision, Excellence and Reliability

• City of Dover is an Equal Opportunity Employer