City of Garland, TX

Customer Care Supervisor (Env. Waste Services)

US-TX-Garland
3 weeks ago(11/29/2017 12:48 PM)
Job ID
2017-5151
# of Openings Remaining
1
Department
EWS - Delivery
Job Family
Exempt Supervision
Min
USD $47,486.00/Yr.
Mid
USD $57,741.00/Yr.
Type
Regular Full-Time
Job Code Category
Customer Service

Position Summary

Responsible for overseeing the daily operations of the EWS (Environmental Waste Services) call center to maintain efficiency and effectiveness. The role oversees business and administrative departmental support, as well as performs administrative functions and responsibilities as established through departmental needs. Also, responsible for providing on-the-job training to all levels of support staff as needed, resolving customer concerns and billing issues, and coordinating cross-departmental customer service resolutions.

Essential Job Functions

  1. Oversee and perform day-to-day multifunctional business and administrative functions evaluating and resolving billing disputes. Coordinate service order workflow and supervise support staff.
  2. Review various work activity reports produced by Automatic Call Distribution (ACD) system and utility billing system.
  3. Monitor live telephone transactions for quality. Advise, counsel and instruct employees on identifying training needs.
  4. Create, prepare and maintain office files, including updating personnel folders.
  5. Prepare reports and oversee projects/research. Evaluate results and compose executive summaries for management staff.
  6. Respond to complex internal/external inquiries through answering telephone calls, e-mails or face-to-face communication and direct calls and inquiries to appropriate personnel.
  7. Act as liaison for EWS customer service to develop effective communication and maintain cross-functional working relationships within EWS, other City Departments and external customers.
  8. Research and assist with the preparation of the annual budget of the Call Center Program for management approval.
  9. Administer department accounting and budget records.       Prepare, collect, research, and analyze data/statistics.
  10. Implement plans and schedules to determine appropriate focus on objectives needing emphasis.
  11. Participate in committees and project planning to improve service delivery. Troubleshoot and resolve departmental issues to ensure support services meet goals.
  12. May assist Administrative Services Manager in developing and updating departmental policies and procedures.

Preferred Knowledge - Abilities & Skills

Education/ Experience:     

  • Associate’s degree in Accounting, Business, Finance or related field of study
  • 4-6 years in a call center environment, local government or related area
  • 2-4 years supervising experience

 

Knowledge, Skills & Abilities:

  • Considerable knowledge of municipal government
  • Considerable knowledge of customer care, call center practices, procedures and operations
  • Excellent skills in PC and systems application including all Microsoft applications
  • Excellent customer service and telephone etiquette skills
  • Excellent organizational skills
  • Excellent oral and written communications skills
  • Skill in overseeing a team/staff
  • Ability to multitask
  • Ability to adapt to various working environments
  • Developing exceptional leadership skills
  • Ability to work independently and/or in a team environment
  • Ability to resolve customer conflict in a professional and effective manner

Licenses & Certifications

Valid Class C Texas Driver's License

Physical Tasks & Working Conditions

The incumbent works in a typical office environment; relatively free from unpleasant environmental conditions or hazards.

Competencies

Adaptability/Flexibility
Communication
Customer Service
Managing Conflict
Negotiation Skills
People Development
Planning
Team Leadership

Minimum Education & Work Experience

2 year college degree
6 years related customer service/care experience
2 years lead or supervisory experience
Or an equivalent combination of education and experience sufficient to successfully perform the essential functions of the job.

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