Customer Service Supervisor

This posting will close after the receipt of the first 50 qualified applicants.

• Monitors and evaluates call center interactions to ensure adherence to company policies, procedures, and quality standards.
• Conducts regular quality assessments of calls, emails, and other customer interactions, providing constructive feedback to representatives.
• Identifies trends and areas for improvement based on performance data and customer feedback.
• Collaborates with management to develop and implement quality improvement strategies.
• Prepares detailed reports and performance summaries for management review.
• Addresses quality-related issues promptly and assists in implementing corrective actions.
• Develops and delivers training programs for new hires and existing staff, focusing on customer service skills, system usage, and company procedures.
• Creates and maintains training materials, including manuals, guides, and e-learning modules.
• Conducts training sessions, workshops, and one-on-one coaching to ensure effective skill development.
• Evaluates the effectiveness of training programs and make necessary adjustments based on feedback and performance metrics.
• Stays up-to-date with industry best practices and incorporate relevant techniques into training sessions.
• Provides ongoing support and guidance to representatives, addressing questions and reinforcing best practices.
• Assists in developing and evolving the Call Center Metrix and benchmarking goals. 

• Demonstrates exemplary leadership qualities in customer service through the highest standards of competence, ethics, fairness, integrity, and loyalty.
• Plans, organizes, and controls resources for optimal utilization to deliver the highest levels of customer service.
• Controls and monitors costs by auditing and analyzing expenses and developing plans for corrective action where appropriate.
• Communicates mission and objectives to subordinates in a clear and timely manner.  
• Creates and maintains an environment that encourages input from subordinates.
• Ensures optimum availability of customer service personnel ready, willing, and able to deliver dynamic customer service.
• Provides and instills an attitude of caring and empathy toward the concerns of customers and employees to deliver exceptional customer service.
• Conducts performance evaluations and training.
• Assigns, directs, motivates, and supervises subordinate staff in a manner conducive to high performance and morale.
• Coaches CSRs for continuous improvement in job performance, judgment, and customer care.
• Initiates disciplinary actions as required. 
• Provides expertise in dealing with complex customer situations.
• Manages department-specific reports.
• Assists new CSRs through training and/or mentoring.
• Assess methods of operations, plans, policies, and regulations and continuously provide input and recommendations for improvements. 
• May be required to participate and/or facilitate training to support departmental or City initiatives and requirements. 
• Will be required to work alternate hours as necessary for the efficient operation of the division or department.  
• Position is designated as Mission Critical.

• Performs related work as required.
• May serve as Customer Service Manager when incumbent is not available.
• May be responsible for the performance of Smart Grid system tasks related to reading, billing, and collection activities. 
• Occasionally attend conferences, seminars, and training events in other locations.

• High school diploma from an accredited school or a GED.
• Three years of related experience in customer service using a Utility Management System (UMS) or Customer Information System (CIS). 
• Three years of supervisory experience (providing mentorship, work instructions, follow-up, and guidance to others).
• Completion of a formal course of instruction, such as the COL New to Supervisor Leadership Training Program or another similar course on supervising personnel, will be considered equivalent to six months of supervisory experience.

• Must possess and maintain a valid telephone number.
• Must possess and maintain a valid driver’s license.
• Bachelor’s degree in business administration, Customer Service, or a related field, or equivalent experience preferred.

• Knowledge of utility customer service principles and functions.
• Knowledge of Smart Grid hardware and software, knowledge sufficient to complete complex read, bill, and/or collect system activities. 
• Advanced knowledge and skills with Lakeland Electric customer web portal.  
• Ability to delegate, plan, review, and schedule workload of CSRs and reports.
• Advanced knowledge and skills with multiple IT and phone systems, including call recording systems, CIS/UMS, IVR, Maximo, MDM, OMS, RNI, Symposium, and Workforce Management. 
• Ability to communicate clearly, concisely, and with sensitivity to the needs of others in all aspects of written and spoken communications.
• Ability to effectively supervise others.
• Ability to have a sense of urgency in the face of important issues and opportunities; ready to make timely decisions, commit oneself, and take appropriate action.
• Ability to adjust quickly to rapidly changing priorities and multiple demands in a manner that ensures excellent results.
• Ability to build productive working relationships with others in a positive, straightforward, and collaborative manner.   
• Ability to foster excellence through teamwork.

• Sedentary work involves walking or standing, regularly exerting up to 10 pounds of force, and routine keyboard and telephone operations.
• The job risks exposure to no significant environmental hazards.
• The job requires normal visual acuity and fields of vision and hearing.

All City of Lakeland positions are subject to testing (e.g. written, oral, performance, computerized, interview, and/or any combination).  Candidates selected for testing will be notified via email or telephone.  Please check your e-mail and telephone messages regularly, including "junk" folders.  Test times and locations to be announced.

THE CITY OF LAKELAND IS AN EQUAL OPPORTUNITY/EQUAL ACCESS EMPLOYER AND A DRUG FREE WORKPLACE

Salary : $65,804 - $98,706