POSITION DESCRIPTION

The City of Rochester invites applications for the position of : 311 Customer Service Supervisor

Nature of Work

The 311 Customer Service Supervisor will be responsible for getting the City of Rochester's 311 program up and running while providing supervision to assigned 311 staff.

This position applies customer service and public relations skills; provides direct service to 311 callers and online / digital inquiries connecting them to City services, products, functions, and general information;

serves and assists customers and others who interact with the City of Rochester. In this role you will also get the opportunity to partner with many departments to answer the questions of the public in the best way possible.

2024 Starting Rate of Pay

$73,477 to $86,446 annually, with advancement to $103,734 annually.

Work schedule

The regular work schedule is Monday through Friday from 8 : 00 am to 5 : 00 pm.

Applications must be submitted by Sunday, April 28th at 11 : 59 PM.

DUTIES AND RESPONSIBILITIES

The work below is representative of the scope of work performed within this job classification. Individual job duties will vary based on work assignment or location.

• Provide supervision to assigned employees
• Provide work direction to employees relative to the completion of designated assignments; delegate responsibilities as appropriate.
• Provide employees with ongoing coaching and feedback; conduct annual performance evaluations in compliance with organizational policies;

initiate corrective action when appropriate.

• Partner with the designated human resources business partner to implement effective hiring and selection practices.
• Assist with the development and maintenance of divisional budgets and strategic priorities.
• Ensure employee personnel, timekeeping, and training records are accurately maintained per City policy and statutory requirements.
• Ensure quality customer engagement
• Provide quality customer service through the effective use of employees’ time and thorough attentiveness to customer issues by listening to their needs and concerns, investigating and escalating complaints, addressing them with diligence and in a timely manner.
• Communicate in an alert, positive, sensitive, respectful, supportive manner with all customers including internal customers in other divisions.
• Work in conjunction and communicate with the Administrative team, Department Heads, supervisors, and employees of other departments as needed, to keep all informed of daily operations with both challenges and opportunities.
• Coordinate levels of customer service provided by the 311 team and other departments. Participate in decisions related to which inquires 311 can support or will be transferred back to the department responsible.
• Perform the duties of the Lead Customer Relations Representative and Customer Relations Representatives when these individuals are away from work and ensure that all processes are maintained during their absence.
• Coordinates with and provides support for City departments while managing the Customer Relationship Management Software
• Provide City departments with education and information to assist with 311-related problem solving and issue resolution.
• Follows department-specific procedures to create tickets / service requests in the CRM tool.
• Monitors status and resolution of tickets to ensure timely response by 311 team and departments.
• Reviews and analyzes data to develop reports and dashboards to reflect trends in call volume and requests.
• Consult with departments on areas for improvement / concern based on type and frequency of 311 requests
• Provides clerical support for the City and assists with special projects as assigned.

Perform other duties as assigned or necessary

ESSENTIAL JOB FUNCTIONS

MINIMUM QUALIFICATIONS

Education and Experience

High school diploma or equivalent GED,

Five (5) years' experience providing customer service

Desirable qualifications

Experience leading and managing staff

Experience working with diverse populations.

Ability to speak a second language.

ADDITIONAL INFORMATION

The City of Rochester is committed to a community where all members feel a sense of belonging. We commit to recognizing the diversity of our community members, listening to ALL voices and providing equitable services to create an inclusive place to live, play and work.

We believe EQUITY should be at the center of all our work. We strive to represent our community in our teammates, as we know that diverse and inclusive teams are more innovative, and have an empowering impact on the work, progress and culture of our community.

It takes us all working together. EMPLOYEE BENEFIT AND RETIREMENT SUMMARY 01 The following supplemental information may be used as a scored evaluation of your knowledge, skills and experience.

Be certain that the choices you make correspond to the information you have provided in your application and resume. By completing this supplemental questionnaire you are attesting that the information you have provided is true and accurate.

Any information provided may be reviewed by the hiring manager. Any misstatements or falsification of information will eliminate you from consideration or may result in dismissal.

Do you understand and agree with this statement?

02 What is your preferred name? 03 Which of the following best describes your highest level of education completed?

• High school diploma or equivalent G.E.D.
• Some post-secondary education
• Associate degree or completed two-year post-secondary education
• Master degree or above
• None of the above

04 How many years of experience do you have providing customer service?

• No experience
• Less than 5 years
• More than 5 years but less than 10 years
• More than 10 years but less than 15 years
• More than 15 years

05 Which of the following best describes your years of experience overseeing and directing the activities performed by other staff :

• No Experience
• Less than 1 year of experience
• More than 1 year, but less than 3 years of experience
• More than 3 years, but less than 5 years experience
• More than 5 years of experience

06 Did your experience overseeing and directing the activities performed by staff or volunteers include any of the following? (select all that apply)

• Recruiting, hiring, selecting or promoting
• Training / mentoring
• Coaching, disciplining, or reprimanding
• Scheduling
• N / A - I have no experience directing or overseeing staff or volunteers

07 Describe an example of when you have successfully led or trained coworkers in their completion of required training, work collaboration, or workload allocation.

08 Are you able to understand and speak any languages other than English? Note : Generally, this does not include taking a language course(s) in a school setting.

Answering "yes" indicates that you can fluently communicate in a language other than English.

09 Which of the following software programs are you at proficient in using (select all that apply) :

• Microsoft Office Word
• Microsoft Office Excel
• Microsoft Office Outlook
• Microsoft Office SharePoint
• Customer Relations Management Software (CRM)
• Waypoint
• On-Line Exchange
• Telephone ACD (automatic call distribution) systems
• N / A - none of the above

10 OTHER QUALIFICATIONS : Describe any other special training you've completed or skills and experience you currently possess that you feel would make you the best-qualified person for this position.

11 CONDITIONS OF EMPLOYMENT : If selected as a finalist, are you willing to undergo a background investigation which may include, but not limited to : verification of employment and educational records, identification verification, driver's license record and a criminal history?

Required Question

Last updated : 2024-04-23