Customer Service Supervisor

Class Title: Customer Service Supervisor

Class Code: CUST SVC SUPV

Hourly: $31.22 - $42.15 | Monthly: $5412.26 - $7306.85 | Annually: $64947.22 - $87682.28

Benefits: Full-time | Part-time, benefited

OVERVIEW:

This classification series is responsible for leading the District’s Customer Service program and staff to support the District’s goals and to create positive community experiences.

SUPERVISION RECEIVED:

Reports directly to the Recreation Services Business Manager and receives ongoing direction from Recreation Managers.  Follows standard processes and procedures without supervision but confirms changes to standard practices and significant decision in advance.

SUPERVISION EXERCISED:

Provides direction and supervision to staff which may include recruiting, hiring, training, evaluating and managing performance, developing goals, providing discipline, responding to grievances, and effectively recommending terminations responsibilities.  May provide guidance and consultation to other District staff, contractors, and volunteers.

EXAMPLES OF DUTIES:

The information provided below encompasses the typical duties and capabilities linked with this classification.  Duties may include, but are not limited to the following:

• Manages and oversees all staff in program area, including providing direction and leadership to staff and volunteers.
• Responsible for staff scheduling and reviewing time and attendance, including managing leave request and time entry approvals.
• Supervises and coordinates the development, implementation, and evaluation of the Customer Service program to meet District goals.
• Prepares or oversees the preparation of daily bank deposits and reconciliations.
• Works closely with Finance Division to ensure appropriate controls and processes are implemented.
• Works closely with IT Division and recreation staff to ensure registration system and processes are functioning properly.
• Administers Needs-Based Assistance program and other third party payment plans.
• Oversees pre-packaged concession and merchandise operations.
• Responds to questions, concerns and complaints regarding District customer service staff or operations.
• Develops and implements District-wide and facility specific customer service policies and procedures.
• Serves as Customer Service Specialist as needed, role modeling exceptional performance.
• Assists in preparing the budget for a program area; works within the established budget; monitors and makes adjustments to remain within budget, including making decisions on staffing levels.
• Provides for the ongoing care and maintenance needs of assigned equipment and resources, including the maintenance of required records and documentation.
• Maintains a safe environment for staff and for participants.
• Promotes collaboration efforts with other program areas, departments, agencies, community organizations and businesses.
• Responds to questions, concerns and complaints regarding program service, staff or operations.
• Acts as a Mandatory Reporter; reports incidents of child abuse/neglect.
• Performs other job-related duties as assigned.

KNOWLEDGE, SKILL, AND ABILITY REQUIREMENTS:

The individual in this classification is expected to possess and exhibit the following knowledge, skills and abilities.

Strong Knowledge of:

• Principles, development, practices, implementation and evaluation in customer service program;
• Project management techniques and methods;
• Effective supervision, training and performance management practices;
• Effective customer service best practices; and
• Applicable laws, codes, regulations, policies and procedures.

Skill and Ability to:

• Demonstrate excellent planning, organization, problem solving, initiative, prioritization and conflict resolution skills;
• Manage a high volume of tasks at one time, including organizing and prioritizing own work and the work of others;
• Exercise independent initiative and decision-making skills;
• Work cooperatively with others and create positive, constructive and respectful relationships with staff and the general public;
• Analyze data and draw logical conclusions, and effectively interpret policies and procedures;
• Maintain working knowledge of software programs such as Microsoft Office including Word, Outlook, Excel and PowerPoint and other computer programs as well as operating common office equipment.
• Work independently with minimum direction while also working as part of a team and collaborating with others;
• Effectively communicate with others verbally and in writing, including by phone, e-mail and in person; and
• Demonstrate a high attention to detail.

QUALIFICATIONS:

The following are minimum qualifications for this classification.

Education, Experience, and Training:

1. Associate’s degree or equivalent two years of college coursework; AND
2. Three (3) years of experience in area of responsibility and/or performing similar tasks; AND
3. One (1) year of supervisory experience required; OR
4. Any satisfactory combination of education, experience and training.

Licenses and Certifications:

1. Possession of, or ability to obtain within 30 days of hire, a valid Oregon driver’s license.

WORKING CONDITIONS:

The following are working conditions, including environmental and physical demands, required for this classification.

• Duties may be performed both indoors and outdoors with environment exposures, including excessive temperatures and inclement weather.
• Some program areas may subject the employees to atmospheric conditions; noise; vibration; and oils.
• Work schedule may be varied and includes early mornings, evenings, weekends and holidays. Some positions require the ability to work a rotating on-call schedule and may require working during off duty hours for emergency call-outs.
• Remain in a stationary position (sitting or standing) for extended periods of time, move about the office occasionally.
• Physical exertion includes frequent walking, bending and the ability to lift and carry up to 50 pounds unassisted, pushing, pulling and kneeling.
• Some positions may require daily standing and walking over uneven terrain, such as parks and trails, with up/down inclines, paved and unpaved surfaces for surfaces.
• Ability to work and maintain focus in a work environment with moderate noise (i.e., working around others making periodic phone calls or having conversations) and with frequent interruptions.
• May be required to travel to locations in, around, or outside the greater Bend area, including travel to District sites.
• Perceiving the nature of sounds at normal speaking levels with or without correction and having the ability to receive detailed information through oral communication and making fine discriminations in sound.
• Making substantial movements (motions) of the wrists, hands, and/or fingers.
• Ability to maintain sustained concentration on computer screens; use keyboards and a variety of peripherals.

STATUS:

Exempt

Full-Time or Part-Time

Benefits: Full-time | Part-time, benefited

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