Customer Services Rep Supervisor

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Job Summary

Under general direction, is responsible for overseeing the customer service function for a particular department or for 311 related issues if assigned to Customer Service/311 Department. Oversees responses to telephone and written inquiries for all internal and external customers. Assists in resolving customer issues. Working conditions are primarily in an office environment. Exercises direct supervision over assigned staff. Work Location 8130 Inner Circle Dr. San Antonio, TX (78235) Work Hours 9:30 a.m. - 6:15 p.m., Monday - Friday for 4-6 weeks of training. Upon completion of training will be provided base Monday to Friday schedule. Available shifts: 9:00 a.m. - 6:00 p.m. or 8:15 a.m. - 4:45 p.m. or 7:45 a.m. to 4:15 p.m. Supervisors rotate working Saturdays from 8:00 a.m. - 5:00 p.m. and holidays. Final base schedule is dependent on schedule worked by existing Supervisors.

Essential Job Functions

• May interview, select, supervise, develop, evaluate, counsel, and if necessary, discipline personnel according to established policies, procedures, and guidelines.
• Develops and implements customer service training curriculum for department staff and ensures that required City training is accomplished on a timely basis.
• Prepares daily, monthly, and annual performance reports to include call center service level, answer rate, monthly employee performance stats and disseminates results.
• Researches customer service inquiries and works with respective departments to address resident concerns in a timely and efficient manner.
• Provides assistance to Customer Service Representatives to ensure service requests are submitted properly.
• Supports operations when extended coverage is required in response to weather related and other emergency related events.
• Develops and maintains effective working partnerships with other City departments in order to respond to staff requests for information.
• Performs related duties and fulfills responsibilities as required.

Job Requirements

• Bachelor's Degree from an accredited college or university.
• Three (3) years of increasingly responsible experience in communications, customer service, local government or call center environment.

• Bilingual (English/Spanish).
• Previous call center experience.

• If selected for this position, official transcripts, diplomas, certifications and licenses must be submitted at the time of processing. Unofficial transcripts and copies of other relevant documents may be attached to the application for consideration in advance.
• Please be advised that if selected for this position, information regarding employment history as it relates to the qualifications of the position will be needed for employment verification. Applicants claiming military service to meet the experience requirement for this position may attach a DD214 to the application.
• Unless otherwise stated, applicants are permitted to substitute two years of related full-time experience for one year of higher education or one year of related higher education for two years of experience in order to meet the minimum requirements of the job. One year of full-time experience is defined as 30 or more hours worked per week for 12 months. One year of higher education is defined as 30 credit hours completed at an accredited college or university.
• Applicants selected for employment with the City of San Antonio in this position must receive satisfactory results from pre-employment drug testing and background checks. If required for the position, a physical, motor vehicle record evaluation, and additional background checks may be conducted.

Knowledge, Skills, and Abilities

• Knowledge of applicable City Codes and processes.
• Knowledge of rules and regulations for operations of call center.
• Knowledge of workforce management tools including scheduling and compliance.
• Knowledge of customer relationship management systems and services.
• Knowledge of Microsoft Office applications including Excel, Microsoft Word, PowerPoint.
• Knowledge of telephone etiquette, customer service techniques and protocols.
• Skill in utilizing a personal computer and associated software programs.
• Ability to create reports and interpret data from call center operations
• Ability to operate a computer keyboard and other basic office equipment.
• Ability to communicate clearly and effectively.
• Ability to establish and maintain effective working relationships with co-workers, supervisors and the general public.

Benefits Information The City of San Antonio (CoSA) strives to provide a competitive compensation and benefit package to attract and retain a highly skilled workforce. To accomplish this, CoSA offers subsidized health care benefits for active and retired employees, paid disability benefits, paid life insurance, as well as automatic participation in a pension program which is currently matched two to one. For more detailed information, please click on the following link to view Benefits offered by the City of San Antonio:

• Part-Time, Temporary, and non-City positions are not eligible for CoSA Benefits.
• Holiday and Leave benefits for Pre-K 4 SA positions may be different than what is listed at the above link.

Additional Information The City Of San Antonio is an Equal Opportunity/Reasonable Accommodation Employer. This means that the City does not discriminate on the basis of race, religion, sex (gender), age, disability, national origin, genetic information, or sexual orientation. All individuals are encouraged to apply and compete for jobs with the City of San Antonio.

If you require assistance at any stage of the application process due to a disability, please contact the Human Resources Department so that accommodations may be made to meet your needs. Our telephone number is 210-207-8705 and our fax number is 210-207-2285.