The Southside Customer Service Supervisor manages employees and activities related to front-line customer service, citizen assistance, and revenue processing at the City Hall Southside location. The incumbent leads paraprofessional and support staff, oversees daily operations and customer flow, handles escalated citizen complaints, and ensures accurate payment processing and reconciliations. Responsibilities include supervising daily staff operations and schedules, coordinating and delivering training, performing complex account and payment research, auditing and validating daily receipts, preparing daily and monthly reports, establishing and interpreting policies and procedures, ensuring proper document management, and opening/closing the office.
Leadership & Supervision:
- Supervise front-line customer service personnel and support staff at the City Hall Southside location.
- Conduct performance evaluations and provide coaching and feedback to staff.
- Coordinate and deliver training sessions to ensure consistent service standards and operational competency.
- Implement hiring, discipline, and termination procedures in accordance with established policies.
- Assign, direct, and monitor daily work to maintain effective customer flow and service coverage.
Customer Service Operations & Escalations:
- Handle and resolve escalated complaints from citizens with professionalism and timeliness.
- Manage customer flow and assist with customer traffic to reduce wait times and improve service experience.
- Provide complex account research to resolve customer issues and inform resolution decisions.
- Support daily operations on the service floor, ensuring a well-organized, customer-focused environment.
Revenue Processing, Deposits & Reconciliations:
- Oversee and/or process daily deposits, ensuring timely and accurate handling of funds.
- Approve payment processing activities, including reconciliations and payment reversals as appropriate.
- Audit and validate daily receipts to confirm accuracy, completeness, and compliance.
- Research errors and discrepancies, perform payment research for customers, and document corrective actions.
Reporting & Analytics:
- Prepare daily and monthly reports that summarize service activities, payment processing outcomes, and, when appropriate, key operational metrics.
- Document and communicate findings from audits, error research, and account investigations to management.
Policy, Procedure & Document Management:
- Interpret, and apply policies and procedures to ensure consistent and compliant operations.
- Maintain proper document management practices to safeguard records and ensure retrievability and retention compliance.
- Work with Control team to update standard operating procedures based on process improvements and policy changes.
Office Administration:
- Open and close the office in accordance with established protocols and security requirements.
- Ensure the service environment, equipment, and materials are prepared and operational for daily activities.
This position is considered an Essential Personnel, which means that the incumbent is required to work when the City is closed due to public emergencies, critical or hazardous conditions or inclement weather.KNOWLEDGE, SKILLS, AND ABILITIES:
KNOWLEDGE (some combination of the following):
Best practices in call centers
Customer service policies and procedures
Account reconciliation
Research and auditing practices as related to customer service activities
Correct money handling processes
Banking/financial and credit transactions, including pulling credit card reports
Correct tools to recognize counterfeit money
Cash management practices and procedures
Standard office equipment
City's services or products and who performs them
Related City databases
SKILLS (some combination of the following):
Computer proficiency and technology skills including Microsoft Office Suite, Oracle based systems, CIS system, etc.
Oral, written, and interpersonal communication
Negotiation
Conflict resolution
Researching and evaluating
Customer service
People management
Leadership and team building
ABILITIES (some combination of the following):
Multi-task
Listen attentively
Problem solve
Manage time effectively
Maintain the integrity of time sensitive processes and documentation
Write, speak, plan, and organize effectively
Supervise, motivate, and develop staff
Listen and understand comments/concerns
Make sound decisions
Research and analyze data to resolve customer issues or concerns
MINIMUM TRAINING AND EXPERIENCE:
- Associate's degree in business, accounting, or a related field.
- Three years of paraprofessional customer service experience, including handling escalated complaints, researching account errors, and processing payments and account adjustments.
- Supervisory experience is preferred.
- An equivalent combination of training and experience (as approved by the department) may be used to meet the minimum qualifications of the classification.
LICENSING, CERTIFICATIONS, and OTHER SPECIAL REQUIREMENTS:
