The Customer Service Supervisor I supervises a team of employees primarily providing customer service as their main responsibility.  This position involves scheduling, assigning duties, coaching, developing direct reports, and refining processes to maximize efficiency to create an inclusive, customer-focused environment.  This role drives consistency, efficiency, and excellence, providing data-driven recommendations while embedding customer experience into the organizational culture. 

Key Responsibilities 

• Creates the schedule for direct reports to ensure coverage of tasks and duty rotations in collaboration with other teams; manages and develops direct reports by auditing their completed tasks for accuracy, providing regular feedback, and coaching through one-on-one meetings to enhance performance and motivation; recommends new hires, promotions, salary reviews, and disciplinary actions, including termination; ensures a collaborative team approach in accomplishing work. 

• Listens to and responds to customer complaints, escalations, and complex issues; observes, evaluates, and provides feedback on staff interactions with both external and internal customers. 

• Recognizes and recommends process improvements to gain efficiencies; publishes and regularly reviews scripts and workflow documentation for system and business practices; seeks out and utilizes innovative opportunities for improved practices when applicable. 

• Represents the team on various Citywide, department, or division committees and teams; partners closely with relevant stakeholders to establish strong rapport and communication; oversees the consistent application of organizational policies and procedures. 

Qualifications 

Experience: Four years of customer service experience is required, preferably in a related setting.  One or more years experience leading or supervising customer service team members is preferred. 

Education: A bachelor’s degree or equivalent in a related field is required.  Relevant work experience with progressively increasing responsibilities within the field or a related field may be substituted for education. 

Licenses & Certifications: Depending on the nature of the assigned work, a valid driver’s license and a favorable driving record may be required.   

Language: Proficiency in verbal and written English language is required. Additional proficiency in Spanish and American Sign Language is preferred.