DPW seeks Supervisory Customer Services Representative - $56k to $72k

This position is located in the Customer Services Division, of the Parking Enforcement Management Administration, within the Department of Public Works. The Customer Services Division fulfills dispatching, information management, service requests, service delivery, and problem resolution services to both internal and external customers, in a fast-pace 24-hour call center environment.

Duties and Responsibilities

The Supervisory Customer Services Representative supervises a shift of employees, ranging from grades 6 to 8, who engage in customer service and dispatch activities, reporting to division’s Customer Services Manager. The incumbent develops performance plans, makes and regulates employees’ workloads and assignments, tracks and reports shift performance goals and objectives, creates work plans and has overall responsibility for the success of their assigned shift.

The incumbent will also be responsible for implementing and participating in the development of strategies for meeting the information management needs of both internal and external customers. Formulating and modifying work coverage and operational plans for staff to provide timely, accurate and responsive services to internal and external customers.  Analyzing various reports, recommendations and requests from a variety of sources.  Coordinating activities with the other customer service teams/units to provide maximum, consistent and non-conflicting services to the citizens and to eliminate repetition of effort.