What are the responsibilities and job description for the Customer Service Center Supervisor position at City of Salem, Oregon?
Job Summary
Make an impact:
The City of Salem is seeking a dynamic and dedicated Customer Service Center Supervisor to lead our Customer Service Center (CSC) operations. This position is instrumental in ensuring high-quality service delivery and operational efficiency. The Customer Service Center Supervisor will serve as a key liaison between the CSC and various city departments, focusing on process improvement initiatives and collaborating on new programs to enhance service delivery.
Learn and grow:
If you are looking for an opportunity to be part of an organization that provides professional advancement, a great family-work life balance, and an opportunity to make a difference in our community, the City of Salem is a great place for you.
What you will do:
The Customer Service Center Supervisor will lead the daily operations of the Customer Service Center, managing staff while ensuring exceptional customer service. This role functions as a working supervisor, assisting both staff and customers with routine inquiries as well as escalated issues.
Key responsibilities include developing training materials, formulating policies and procedures, analyzing and evaluating program effectiveness, collecting and analyzing data to inform decision-making, and identifying opportunities for efficiencies and process automation. The position involves frequent interruptions, necessitating the ability to deliver on assigned tasks promptly and in alignment with established standards.
As a leader, the supervisor will be responsible for making informed independent decisions, participating in hiring processes, conducting training and performance evaluations, assigning and reviewing work tasks, and providing necessary guidance and disciplinary measures for staff.
Candidates for this role must possess strong verbal and written communication skills, along with the ability to foster effective working relationships across all levels of management, staff, and customers. A successful candidate will also demonstrate experience in delivering professional customer service to diverse communities and a proven track record in data analysis and process improvement.
Additional information on job responsibilities:
- Supervise and manage professional, technical, and skilled staff within the Customer Service Center, ensuring compliance with city policies and procedures.
- Act as a liaison between the Customer Service Center and other city departments to foster collaboration and promote efficiency.
- Analyze existing processes and workflows, developing and implementing improvements to enhance service delivery and operational efficiency.
- Collaborate with departments to update existing process flows, ensuring alignment with organizational goals and customer needs.
- Assist in the preparation and monitoring of the Customer Service Center’s annual budget, ensuring effective financial management.
- Address citizen complaints and inquiries, providing guidance and support to Customer Service Center staff in managing difficult customer interactions.
- Develop and implement training programs for staff to ensure high standards of customer service and program knowledge.
- Prepare and present professional correspondence, reports, and guidelines for various stakeholders including citizens and city staff.
- Gather and analyze operational statistics, present findings to management, and make data-driven decisions to enhance service outcomes and operational performance.
- Data analysis and reporting using MS Excel, such as using formulas, pivot tables, charts, or other advanced Excel functions.
What can we offer you for all your hard work?
- Medical, dental, and vision coverage for you and your family.
- Paid vacation and sick time in accordance with City policies.
- Competitive pay.
- Employer-paid PERS contribution of 6%.
- Opportunity for voluntary pre-tax contributions to a 457b account.
- Health care and dependent care flexible spending accounts.
- Voluntary long-term care.
- Employee wellness program.
- Employee assistance program.
- Employee health clinic.
- Position schedule is Monday through Friday 8:00 a.m. to 5:00 p.m.
- The City of Salem offers a comprehensive and equitable base salary within the listed range based on your experience, skills, and education. We encourage you to clearly describe how you meet the minimum qualifications and essential attributes in your application materials. Learn more about Equal Pay.
What are the minimum qualifications?
- Must pass the pre-employment background check.
- Depending on area of assignment, may be required to pass a drug test (including marijuana).
- Must have an Oregon driver license and a driving record that meets the City of Salem's driving standards.
- Associate's degree from an accredited college or university in a related field to program assignment (i.e., biology, business management, engineering, environmental sciences, etc.), and four years of supervisory experience in a related field, or any combination of education, experience and training that demonstrate possession of the knowledge, skills, and abilities as listed, and ability to perform the essential job functions.
- Hiring managers do not have access to view resumes as part of the application review process, please make sure to give detailed information in your application that includes your experience, knowledge, skills, and abilities as requested in the supplemental questions and job advertisement.
What you will bring along:
- Strong understanding of customer service principles and practices, with a focus on delivering exceptional experiences to citizens;
- Ability to facilitate collaboration with stakeholders to enhance service delivery and foster partnerships;
- Experience in implementing process improvements to optimize operations and increase efficiency within the Customer Service Center;
- Experience creating electronic forms or digitizing paper-based processes;
- Ability to analyze complex operational issues, develop innovative solutions, and implement effective improvements;
- Excellent communication skills, both verbal and written, with the ability to convey complex information clearly to non-technical audiences;
- Proficiency in contemporary office practices and various office software products;
- Ability to work independently with minimal supervision and exercise sound judgment in decision-making.
About us:
Salem is the second largest city in Oregon and the capital city. Centrally located in the Willamette Valley, Salem is 49 square miles in size and extends across to counties, Marion and Polk. The community has well-established neighborhoods and carefully preserved historic buildings with wide diversity and a family-friendly ambiance. The city is home to nearly 180,000 residents. For a full community profile detailing demographics and housing statistics, visit the City of Salem website.
The City of Salem organization has eight primary departments: Community Services, Finance, Fire, Enterprise Services, Legal, Police, Public Works, and Community Planning and Development. Several departments also have functional divisions within their department. The City of Salem employs roughly 1,350 talented and dedicated staff members and works collaboratively with five labor unions.
Where can I find out more about the position?
How can I apply?
The City of Salem invites individuals of all diverse communities and backgrounds to apply for our available job opportunities as we strive to provide the best service to everyone. The City of Salem is committed to providing equal employment opportunities to all and has a culture that values diversity, equity, and inclusion. We believe that by welcoming differences, encouraging new ideas and views, listening to, and learning from each other, we are better able to serve the community.
Make sure that you specify how you meet the qualifications outlined in the class specification and complete the application.
Applicants that meet the minimum qualifications as outlined above but not selected for this position may be placed on an eligibility list, and candidates may be hired from the list. Eligibility lists are valid for six months. The City will send email notifications to eligible candidates about potential hiring opportunities so please ensure your email settings accept our system generated email notifications.
You may subscribe for automatic notification of job openings at the City of Salem through the Job Interest Cards – sign up today!
This announcement is not an implied contract and may be modified or revoked without notice.
Salary : $6,483 - $8,708
