1306-Customer Service Representative Supervisor

Job description

CITY AND COUNTY OF SAN FRANCISCO

DEPARTMENT OF HUMAN RESOURCES

Title: Customer Service Representative Supervisor

Job Code: 1306

DEFINITION

Under general supervision, a Customer Service Representative Supervisor is responsible for supervising the customer service operations and work of customer service staff engaged in receiving and processing queries from the general public requesting government services or information in a professional and courteous manner. Incumbents investigate and resolve escalated or difficult customer service issues from the general public. Incumbents participate in the recruitment hiring and training of Customer Service Representative staff, develop and evaluate their performance and take disciplinary action when appropriate. Incumbents must maintain a knowledge and understanding of policies and departmental procedures; operate a computer terminal / kiosk; maintain the confidentiality of information; utilize and operate computers, mobile devices, phones, queue management and other computer software while assisting the public; serve as the backup for customer service representative staff during high volume periods. Incumbents work a rotating shift that may include evenings, weekends and holidays. In the event of an emergency or natural disaster incumbents are required to report to work as usual and may be expected to work unusual shifts and hours.

DISTINGUISHING FEATURES

The Customer Service Representative Supervisor class is the first level supervisory class in the Customer Service Representative class series. This class is distinguished from the Customer Service Representative class by its focus on supervision and investigating and resolving escalated or difficult customer service interactions.

SUPERVISION EXERCISED

EXAMPLES OF IMPORTANT AND ESSENTIAL DUTIES

According to Civil Service Commission Rule 109, the duties specified below are representative of the range of duties assigned to this job code/class and are not intended to be an inclusive list.

1. Plan, direct and coordinate the work of customer service representative staff engaged in receiving and processing queries from the general public for the purpose of obtaining City services or information.

2. Working with training staff to develop training, oversee the training of employees in the proper use of computer systems and equipment and the implementation of program policies and procedures.

3. Plan and schedule customer service representative staff work assignments; and oversee the maintenance of attendance records for employees on assigned shift.

4. Develop and evaluate the performance of and if necessary discipline customer service representative personnel.

5. Investigate and resolve escalated and difficult customer service issues from the general public; resolve related work and operational challenges.

6. Receive calls and queries from the general public requesting City services or information; identify the type of service being requested by listening, asking relevant questions, evaluating information obtained and determine the type(s) of City services available to successfully handle the request; provide customers with the appropriate department's contact information, relevant transaction tracking numbers, and provide appropriate transition to relevant department and staff during high volume periods, which may include physically walking the customer to another location within the building.

7. Enter or look up customer information or status of a city service into the relevant applications/software systems.

8. Prepare written documentation such as memos, correspondence and reports.

9. Monitor the operation and maintenance of computer equipment.

10. Perform special projects as directed by management.

11. Recommend procedural and operational changes to superiors.

12. Call together interdepartmental meetings to facilitate the sharing of information across departments to ensure a more seamless customer experience.

13. Perform other job related duties as assigned.

KNOWLEDGE, SKILLS, AND ABILITIES

Knowledge of: provision of excellent customer service; telephone and computer systems; and methods and techniques needed to supervise customer service operations.

Ability or Skill to: direct, supervise, and evaluate the work of assigned personnel; investigate and resolve escalated and difficult customer service issues and requests for information or services from the general public; learn complicated departmental service processes for the public to be able to advise customers; deal courteously, effectively and tactfully with the general public and others while using relevant telecommunication and computer systems; effectively work under pressure including calmly and effectively resolving escalated or difficult situations; give instructions to Customer Service Representative staff about available City services and how to select appropriate services to meet the specific needs of customers; operate a computer terminal; listen, type, speak at the same time; ability to walk or stand for prolonged periods of time while providing in person customer service; speak with a pleasant and clear voice; work harmoniously and cooperatively with interdepartmental staff and customers from a variety of cultural and socioeconomic backgrounds; respect the right of privacy and maintain confidentiality of customers; and to be attentive to, and accurately record details of interactions and referrals; and prepare written documents in a clear, concise, accurate and understandable manner.

MINIMUM QUALIFICATIONS

These minimum qualifications establish the education, training, experience, special skills and/or license(s) which are required for employment in the classification. Please note, additional qualifications (i.e., special conditions) may apply to a particular position and will be stated on the exam/job announcement.

Education:

Experience:

Three (3) years (6240 hours) of verifiable full time customer service experience directly serving a diverse customer population to obtain detailed information to determine and respond to customer needs.

License and Certification:

Substitution:

SUPPLEMENTAL INFORMATION

PROMOTIVE LINES

ORIGINATION DATE:

10/03/19

AMENDED DATE:

REASON FOR AMENDMENT:

To accurately reflect the current tasks, knowledge, skills & abilities, and minimum qualifications.

BUSINESS UNIT(S):

COMMN

Standard information

Disaster service work

All City and County of San Francisco employees are designated Disaster Service Workers through state and local law (California Government Code Section 3100-3109). Employment with the City requires the affirmation of a loyalty oath to this effect. Employees are required to complete all Disaster Service Worker-related training as assigned, and to return to work as ordered in the event of an emergency.

Historic and future compensation