Supervisor, Customer Support

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.