CUSTOMER SERVICE SUPERVISOR (CITY OF MOBILE-ADMINISTRATION-MOBILE 311)

MINIMUM QUALIFICATION REQUIREMENTS:
ESSENTIAL REQUIREMENTS OF THE WORK:

Thorough knowledge of Call Center technologies, call traffic analysis, automatic call distribution systems and interactive voice response systems.

Good knowledge of office management principles and practices.

Good knowledge of organizational, motivational, and training skills.

Ability to develop and manage a call center of significant size and scope.

Ability to manage, motivate, delegate and execute policies and procedures in a call center environment.

Ability to organize, schedule and evaluate the work of employees.

Ability to prepare and deliver operating and statistical reports.

Ability to establish and maintain effective working relationships with supervisors, co-workers, other employees, and the general public.

Ability to create and maintain an environment that encourages input from all employees.

Ability to ensure the availability of customer service personnel that are ready, willing, and able to deliver excellent service to customers.

Ability to handle complaints from customers and instill an attitude of caring and empathy toward the concerns of customers and employees to deliver exceptional customer service.

Ability to coach customer service representatives in job performance, judgment and customer care for continuous improvement.

Ability to operate office equipment.

Ability to communicate effectively, both orally and in writing.

PHYSICAL REQUIREMENTS:

Ability to exert physical effort in sedentary to light work, which may involve some lifting, carrying, pushing, or pulling of objects and materials and walking, standing, and sitting.
 Must possess a valid driver's license from state of residence.EXAMPLES OF WORK:

(Any one position may not include all of the duties listed nor do the listed examples include all tasks which may be found in positions of this class.)

Assigns and monitors the work of staff to ensure adequate coverage of departmental operations.

Supervises staff in the performance of customer service duties to ensure accurate and courteous service is provided to customers. 

Trains others within the department using manuals, shadowing, cross-training, and mentoring in order to encourage participation and teamwork, ensure coverage, and increase job efficiency.   

Reviews work methods and procedures by interpreting policies and procedures in order to make recommendations for employee performance improvement. 

Identifies, coaches and develops staff on performance expectations and areas of work requiring improvement.

Identifies and resolves employee conflicts and problems to prevent escalation. 

Determines when to initiate and type of formal disciplinary procedures due to employee infractions/misconduct. 

Schedules customer service work assignments to ensure adequate response to customer needs.

Participates in the recruitment and selection process for new departmental employees to ensure vacancy, selection and job requirements are met.

Creates, implements, and, monitors  operational objectives and departmental initiatives to improve the efficiency of agency functions.

Responds to and resolves customer complaints to ensure customer satisfaction and other departmental standards are maintained.

Communicates clearly and effectively in both oral and written form with employees, management, and the general public.

Establishes and maintains effective working relationships within the department, with other divisions, agencies, suppliers, vendors, and the general public.

Performs other duties as assigned.

 DISTINGUISHING FEATURES OF THE WORK:

An employee in this class supervises and oversees the day-to-day functions of the Customer Service Department (Call Center and Front Counter), various operational functions and other specific areas as assigned.  Work is performed under the general supervision of the Customer Service Assistant Manager and supervision is exercised over designated clerical support personnel. The Customer Service Supervisor assumes the duties and responsibilities of the Customer Service  Assistant Manager in the absence of the latter.
  
An email address is required for all applications.  For information on obtaining an email address, visit the FAQs link (Download PDF reader) on the Job Opportunities page at www.personnelboard.org.  The Mobile County Personnel Board does not endorse any particular provider.
 
Accuracy and truthfulness are of primary importance for Merit System employment and all applications are reviewed with this in mind.  Errors, omissions and inaccurate information on the application will be construed as an incomplete application and will result in rejection of the application.  Therefore, special attention should be given to each and every question and every attempt made to answer each correctly.  
 
Resumes will not be accepted in place of completing the education and experience sections of the application.  
 Applications must be complete and all required or supplemental documents (college transcripts, driver’s license, and/or certifications) must be attached at the time of submitting the application.  See the job posting and the supplemental questions for required documents for each job posting.  
 College transcripts, where required or otherwise to be considered, must be attached as part of completing an application.  Grade reports, computer downloads of grades, and diplomas are not transcripts and will not be considered.  Transcripts must be either an official or student copy issued by the educational institution.  See the College Transcript Information (Download PDF reader) link on the Job Opportunities page at www.personnelboard.org for additional information and requirements regarding educational transcripts.
 
OPEN TO:  All who meet the requirements as set forth in the job posting and who may lawfully be appointed to a position.  Applicants for sworn law enforcement positions must be U.S. citizens.
 
RESIDENCE REQUIREMENTS:  Unless otherwise stated in the job posting or supplemental questions, there are no residence requirements in order to apply.   Applicants must bear all expenses incurred in reporting for testing or appointment.  Upon appointment, the law gives the right to each Appointing Authority (Employer) to fix any further legal requirements regarding residence.  
 
FINAL DATE FOR FILING APPLICATION:  The completed application should be returned as soon as possible.  In the event of tied scores, Rule 8.1 dictates that ties will be broken by the order in which applications are filed.  Applications must be submitted by the final filing date and time specified on the job posting.
 
VETERANS PREFERENCE:  For complete information on Veterans Preference points on an open competitive application, view the Veterans Information (Download PDF reader) link on the Job Opportunities page at www.personnelboard.org.
 
MEDICAL EXAMINATION:  Eligibles selected for appointment must meet the established medical and physical standards for the class of work.  The medical examination must be by one of the physicians designated by the Personnel Board.  Appointees must bear the cost of the examination.  
 
The Mobile County Personnel Department reserves the right to limit the number of applicants summoned for interview.  In such instances, a preliminary appraisal of qualifications, as indicated by the completed application, will be utilized as a guide in the selection of candidates to be summoned.  
 
Aid and assistance in the examination procedure is available for the visually or otherwise disabled.  Assistance may be requested by contacting the Mobile County Personnel Board at 251-470-7727.  
 
A “Practice Test Seminar” is held in the Personnel Department Office, 1809 Government Street, Mobile, Alabama, at 9:00 a.m. on the third Wednesday of every month.   The purpose of these seminars is to acquaint applicants or interested citizens with design format and procedures utilized by the department in its administration of written test selection devices.  Inasmuch as testing facilities are limited, the seminars will be on a first come, first served basis, as long as space remains available.  
 
NOTICE:  The continuing eligibility for appointment of those who secure a place on the eligible list is subject to future changes in specifications.
  
  

 

Salary : $41,541 - $66,410