Description
The City of Norfolk’s Department of Public Works is currently seeking a Customer Service Supervisor within the Division of Towing and Recovery.
This position provides day-to-day leadership to ensure a high-performance, customer service-oriented work environment that supports achieving the Department’s and Division's mission, objectives, and values.
The Department of Public Works builds, maintains, and operates the physical facilities that support and enhance the lives of Norfolk’s citizens, businesses and visitors, including the City’s storm water system, street network, waste management and recycling systems.
The Department is comprised of 8 divisions that function collectively to make your commute safe and efficient, your neighborhood more attractive, and the streets and sidewalks clean and well-maintained.
Departmental Hiring Salary Range: $52,755 – $60,688.
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Essential Functions
Essential functions include but are not limited to:
Prioritizes, assigns, evaluates, and supervises the work of all Support Technicians, Accounting Technicians and Administrative Assistants.
Provides coaching and guidance for performance development and improvement; directs and administers the training of new employees.
Plans and implements work programs and customer service activities: Modifies divisional procedures and processes; creates quality assurance tools to ensure quality completion, in a timely manner.
Maintains the daily schedule to ensure complete coverage for our customer base.
Record and conduct formal performance appraisals: participate in various personnel actions, including hiring, counseling, training, promotion, and discipline.
Assumes complex and specialized customer relation situations involving unhappy and dissatisfied customers and requiring sensitivity and sound judgment; takes action to resolve complaints.
Receives and responds to email correspondences and telephone calls, provides information and handles issues, requests, and complaints.
Perform related duties and responsibilities as required.
Education/Experience
Work requires broad knowledge in a general professional or technical field.
Knowledge is normally acquired through four years of college resulting in a
Bachelor's degree or equivalent.
Five years customer service management or municipal operations management experience.
Additional Preferred Experience:
Strong communication, leadership, and organizational skills.
Function in a high volume, busy office environment.
Additional Information & Requirements
Work Hours: Monday-Friday 8am-4:30pm, 4pm-12:30am or 12:00am-8:30am, schedule rotation, 40 hours per week.
Signing Bonus: This position is eligible for a one-time $5000 sign on bonus.
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