Customer Service Manager, Senior

Salary : $96,380.00 - $160,952.00 Annually

Location : Richmond, VA

Job Type : Full-Time Permanent

Job Number : 35M00000110

Department : Public Utilities

Division : CSR 730

Opening Date : 12 / 19 / 2024

Closing Date : 1 / 9 / 2025 11 : 59 PM Eastern

Are you Richmond R.E.A.D.Y ?

R espect. E quity. A ccountability. D iversity... YOU !!!

This is an EXCITING time to Join the City of Richmond! We are committed to nurturing talent, fostering growth opportunities, and building strong connections within our workforce. As we continue to make strides to becoming the employer of choice, we are thrilled about the below employee benefit enhancements :

• Virginia Retirement System (VRS)
• Language Incentive
• Referral Bonus
• T uition Assistance Program

Description

The City of Richmond Department of Public Utilities, Customer Service Division , is seeking a dynamic Customer Service Manager, Senior to provide direction and oversight for our omnichannel customer service operation. The ideal candidate must be confident, emotionally intelligent, and well versed in call center management with expertise in modern telephony and workforce optimization systems preferably Cisco Webex and Calabrio One.

This position will lead a management team responsible for the day-to-day oversight of the call center, walk-in centers, back-office operations, and 3rd party augmentation support teams.

The candidate will play a critical role in developing and executing strategies and tactical planning that align with the department's strategic plan with a focus on enhancing the employee and customer experience and ensuring organizational readiness for the implementation of new processes and technologies.

This highly visible senior level role requires a candidate who is big-picture, accountable, adaptable, and data driven; demonstrates exceptional leadership, critical thinking, problem-solving, and strong verbal and written communication skills. Utility industry experience is a plus. This is an on-site position.

Duties include but are not limited to

Qualifications, Special Certifications and Licenses

MINIMUM TRAINING AND EXPERIENCE :

LICENSING, CERTIFICATIONS, and / or OTHER SPECIAL REQUIREMENTS :

KNOWLEDGE, SKILLS, AND ABILITIES :

TYPICAL KNOWLEDGE, SKILLS, AND ABILITIES : These are a representative sample; position assignments may vary.

Knowledge ( some combination of the following) :

Skills ( some combination of the following) :

Abilities ( some combination of the following) :

Americans with Disabilities Act Requirements

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the job. Prospective and current employees are invited to discuss accommodations.

ENVIRONMENTAL HAZARDS : Working conditions may include exposure to travel to other locations within the City of Richmond as well as outside of the City of Richmond; exposure to hazardous physical conditions such as mechanical parts, electrical currents, vibrations, etc.; atmospheric conditions such as fumes, odors, dusts, gases, and poor ventilation; inadequate lighting; intense noise; and environmental hazards such as disruptive people, imminent danger, and a threatening environment.

PHYSICAL REQUIREMENTS AND WORKING ENVIRONMENT : Due to the nature of work assignments, incumbents must be able to perform detailed work on multiple, concurrent tasks, with frequent interruptions and under time constraint. The essential duties of this classification may require the ability to regularly finger, talk, hear, and see; frequently grasp, walk, and perform repetitive motions; and occasionally stoop, kneel, crouch, reach, stand, push, pull, lift, and feel. The working conditions may not contain environmental hazards. In terms of the physical strength to perform the essential duties, this classification is considered to be sedentary, exerting up to 10 pounds of force occasionally, and a negligible amount of force frequently or constantly to move objects.

Equal Employment Opportunity Statement

The City of Richmond provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

The City of Richmond is committed to the full inclusion of all qualified individuals. As part of this commitment, the City of Richmond will ensure that persons with disabilities are provided with reasonable accommodations. If you require reasonable accommodations under the Americans with Disabilities Act (ADA) to participate in the job application and / or the interview process,

This policy applies to all terms and conditions of employment, including recruitment, hiring, placement, promotion, termination, layoff, transfer, leaves of absence, compensation and training.

The City of Richmond Values Veterans -We are an Official V3 Certified Company.

With over 4,000 employees, the City of Richmond is an "Employer of Choice" among cities throughout the nation. The City strives to hire and retain employees who bring dedication and talent to the workforce. Offering a competitive, cost effective, and quality benefits package is one element of an "Employer of Choice".

The City offers a full range of benefit programs from initial hire through retirement. Please visit our Web site for details.

10-point compensable veteran. You must have an existing compensable service-connected disability of 10 percent or more. Other 10-point veteran include disabled veteran or a veteran who was awarded the Purple Heart for wound or injuries received in action, veteran's widow or widower who has not remarried, wife or husband of a veteran who has a service-connected disability, widowed, divorced or separated mother of an ex-service son or daughter who died in action, or who is totally and permanently disabled. Do any of these apply?

5-point veteran's must have been discharged under honorable conditions and had one of the following : Active duty in the Armed Forces of the United States, in a war, or during the period 4 / 28 / 52-7 / 1 / 55 or active duty for more than 180 consecutive days other than for training, any part of which occurred during the period beginning 2 / 1 / 55 and 10 / 14 / 76 or active duty during the Gulf War sometime between 8 / 2 / 90 - 1 / 2 / 92 or active duty in a campaign or expedition for which a campaign badge has been authorized or active duty for which more than 180 consecutive days other than for training, any part of which occurred during the period beginning 9 / 11 / 2001 and ending on the date prescribed by the Presidential proclamation or by the law as the last date of operation Iraqi Freedom. Do any of these apply?

Which answer best describes your highest level of education?

Which answer best describes your contact center operations management experience?

Please describe the size of your most recent operation.

What experience do you have managing contracts for professional services and / or technologies?

Which best describes your skill level with Microsoft Office?

Have you managed a cloud contact center?

Which of the following workforce optimization solutions have you used?

Which of the following ACD systems have you used?

Required Question

Salary : $96,380 - $160,952