City Of Douglasville is hiring: Customer Service Manager in Douglasville

Pay Grade: 116

Job Code: TBD

FLSA Status: Exempt

JOB SUMMARY

The Customer Service Manager will be responsible for developing and implementing a city-wide customer service program. This individual will lead efforts to enhance customer experience by training staff, managing customer interactions, and continuously improving service processes. In addition, the role will involve collaborating on special projects and serving as a liaison for technical support and updates. The manager will ensure that customer service is aligned with the organization’s core values and goals.

ESSENTIAL JOB FUNCTIONS

• Prepares, reviews and oversees customer service program
• Resolves customer service complaints or inquiries
• Communicates with supervisors to assist with all questions concerning customer service
• Manages the field activities of Customer service operations by training and monitoring the staff.
• Collaborate with internal departments to ensure seamless customer service across different channels.
• Develop and implement new strategies to shorten response times and improve customer satisfaction.
• Manages the technical support, helping identify and solve technological issues that impact customer service.
• Manage the quarterly meetings to discuss and strategize on customer service improvements.
• Manages the communication of customer service issues to management
• Other duties as assigned

MINIMUM EDUCATION AND EXPERIENCE REQUIREMENTS

Bachelor’s degree in business administration, Communications, Management, or a related field is required. A minimum of 5 years of experience in a customer service management role.

DESIRED EDUCATION AND EXPERIENCE

• Local government experience
• Master’s degree in business administration, Communications, Management, or related field

KNOWLEDGE, SKILLS AND ABILITIES

• Knowledge of customer service application procedure
• Demonstrated skill in handling escalated customer concerns and resolving issues efficiently.
• Knowledge in data analysis, reporting, and using metrics to drive performance improvements.
• Knowledge of accepted principles of supervision
• Ability to multitask, organize and prioritize in a stressful environment
• Ability to exercise good judgment and perform a wide range of supervisory responsibilities
• Skill in operating a computer
• Skill in communicating both orally and in written form
• Skill in researching complex issues and developing recommended actions
• Ability to develop, implement and evaluate new and revised procedures, methods and standards
• Ability to define problems, collect data, establish facts, and draw valid conclusions

PHYSICAL DEMANDS

Requires sitting long periods of time at a desk; filing and sorting of files; writing typing, using computer and answering telephone in daily duties of job; simple grasping of objects and files and using fingers for fine manipulation of using computer keyboard; static, rotational, flexing and extension of head and neck needed to answer phone and turn to find files; near acuity vision, color vision and up, down, right and left field of vision needed; requires speaking, hearing, and dealing with employees and the public.

WORK ENVIRONMENT

The incumbent primarily works in airconditioned environment in an office setting. Occasionally outdoors walking to other City Departments which may involve working in all types of weather. Exposed to constant noise and dust/mites.