Customer Service Supervisor

Salary : $65,803.84 - $98,706.29 Annually

Location : Lakeland, FL

Job Type : Full Time Regular

Job Number : 6026-03

Department : Lakeland Electric

Division : CS-Customer Contact-Phone 2071310000

Opening Date : 02 / 06 / 2025

Closing Date : Continuous

FLSA : Exempt

Bargaining Unit : NA

GENERAL DESCRIPTION OF CLASS

This supervisory position serves as a leader, mentor, and trainer to a team of eight to 30 customer service representatives (CSRs) and staff. This dual-role position ensures the highest service quality standards and provides comprehensive training to new and existing call center representatives. Focusing on quality control and training, this position will be tasked with measuring the performance of call center employees. The ideal candidate will possess strong analytical skills, a thorough understanding of call center operations, and the ability to communicate and train others effectively.

This posting will close after the receipt of the first 50 qualified applicants or Thursday, February 21, 2025 at 4 : 00pm, whichever comes first.

ESSENTIAL FUNCTIONS

• 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.

ADDITIONAL FUNCTIONS :

QUALIFICATIONS (EDUCATION, TRAINING AND EXPERIENCE)

SPECIAL REQUIREMENTS :

KNOWLEDGE, SKILLS, ABILITIES

WORKING ENVIRONMENT / PHYSICAL REQUIREMENTS :

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

City of Lakeland

2024 Summary Sheet

Annual Leave

Annual leave is accumulated bi-weekly and based upon years of service as follows :

Annual leave may be taken as earned by employees hired after January 1, 1989. Employees hired prior to that date use annual leave within the calendar year following the year the leave is earned. All employees may carry over up to a maximum of twenty (20) days at the end of the calendar year. Regular part-time employees who work at least twenty (20) hours per week accrue annual leave at the rate of four (4) hours per month.

Sick Leave

Sick rate is accrued biweekly based upon years of service and standard hour classification. Eligible for use as soon as earned. Regular part-time employees who work at least twenty (20) hours per week accrue sick leave at the rate of four (4) hours per month.

Sick Leave Pool

Allows employees to receive sick leave benefits in cases involving catastrophic or long-term illnesses or injuries after all personal leave time has been depleted. Regular full-time employees contribute eight (8) hours and Regular part-time employees contribute four (4) hours on an annual basis. Employees must have completed one full year of service on or before December 31st of the calendar year enrollment; and have accumulated at least forty (40) hours of sick time (twenty (20) hours for Regular part-time employees). Participation in this program is voluntary.

For more information contact Amanda Kaiser at 834-8768

Family & Medical Leave

Federal legislation guarantees up to twelve (12) weeks per year off work under certain circumstances outlined in the policy manual. The employees must have been employed by the City for at least twelve (12) months and have at least 1,250 hours of service during the 12-month period before the requested leave. The City will continue its group life and health insurance for an employee on leave at the same level and under the same conditions that existed while the employee was working.

For more information contact Dawn Justice at 834-6038.

Pension Plan

Provision for retirement income requiring mandatory participation for full-time regular employees.

Defined Benefit Plan :

Plan C Employee 4.16%

Employer 15.66%

Defined Contribution Plan :

Executives, New Hires aged 52 and older, and Fire / Police Recruits

Employee 8.5% or 11% per election upon hire

Employer 15.39%

Deferred Compensation 457 Plan :

A voluntary plan that is invested in mutual funds. The Employees' Pension Board performs the due diligence on the mutual funds. Employees may reallocate their account at any time.

Maximum contribution for 2025 is $23,500; employees age 50 or older can also add a "catch-up" amount of $7,500; employees age 60-63 can also add a "catch-up" amount of $11,250.

Additionally, a match of up to 5% of salary is offered by the City in Plan C.

Holidays

Twelve (12) holidays, includes one (1) personal floating holiday to be used at any time after three (3) months of employment and prior to the end of the calendar year.

Funeral Leave

Up to three (3) days off with pay due to death of an immediate family member (as defined in the policy manual). Up to four (4) hours off with pay may be obtained through supervisor approval to attend local funeral services of persons other than immediate family.

Jury / Witness Duty

Employees required to serve on jury duty will be relieved of responsibility for their regular work shift or portion thereof and receive full pay while serving. All fees received for such service may be retained by the employee. Employees subpoenaed to any civil or criminal court proceeding, which employee is not personally or monetarily interested, shall be paid as if engaged in regular work activities.

Military Leave

Allows for up to 240 hours in any one calendar year for annual military training without loss of pay or benefits for any employee in some type of reserve status for the United States Armed Forces. (see policy manual for additional information).

Maternity Leave

Refer to Family & Medical Leave for those employees who qualify. Others may take up to three (3) months leave of absence available upon approval of the Department Head. Employees may opt to utilize any combination of paid (sick or annual leave) or unpaid leave.

Leave of Absence Without Pay

Written requests are subject to approval by Department Head and City Manager or designee for less than ninety (90) days. Requests for more than ninety (90) days also require Civil Service Board approval for employees in a Civil Service classification.

Longevity Pay

Tuition Reimbursement

Program provides employees up to $2,500 per fiscal year (October 1 through September 30) for reimbursement of tuition of approved college, university, vocational, or correspondence classes upon completion with a grade of "C" or better in credit courses only. Full reimbursement is given for courses and fees, upon approval. The program does not include reimbursement for cost of books, supplies or other related expenses.

For more information, contact Melissa Yelnick at 834-6844.

Suggestion Awards

A program designed to provide a consistent and organized method for employees to submit and be rewarded for constructive ideas for improvement. Maximum award is $1000.

For additional information, contact Kathy McNelis at 834-6348.

Direct Deposit of Paycheck (refer to handout in new employee folder)

An account must be established with the institution of your choice prior to signing up for direct deposit.

Uniforms / Equipment

Uniforms issued at no cost to employees for those job classifications which require them. Equipment is issued to employees at either no cost or discounted cost depending upon job classification.

Parking

Free while at work.

Break Periods

Employees may be permitted two (2), fifteen (15) minute breaks during the workday. The time shall be at the discretion of the supervisor.

For Information on Health Insurance, Dental, Vision, and Life Insurance please contact Benefits at 834-6797.

For Information on Retirement Benefits, contact the Retirement Services Department at 834-8765 or 834-8797.

For Information on Firefighter and Police Officer Retirement Benefits, contact Foster & Foster at 239-333-4872.

Do you possess a high school diploma or GED from an accredited school?

Do you have three (3) years of related experience in customer service using a Utility Management System (UMS) or Customer Service Information System (CIS)?

Please provide a narrative supporting your answer to the above question. Be sure to include specific job title(s), job duties, organization(s) and the dates where the work was performed. Note : The employers and dates of employment you list here must also be included in the "Work Experience" section of this job application.

Do you have three (3) years of supervisory experience (providing mentorship, work instructions, follow-up and guidance to others)?

Please provide a narrative supporting your answer to the above question. Be sure to include specific job title(s), job duties, organization(s) and the dates where the work was performed. Note : The employers and dates of employment you list here must also be included in the "Work Experience" section of this job application.

Have you completed a formal course of instruction, such as the COL New to Supervision Leadership Training Program or a similar course on supervising personnel?

By clicking "Yes" below, I understand that all relevant work experience MUST be entered in the "Work Experience" section on my application. In addition, all current City of Lakeland employees must list all previous City of Lakeland work experience in the "Work Experience" section of the application. Failure to complete the "Work Experience" section will disqualify you from the application process.

Required Question

Salary : $65,804 - $98,706