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.

• 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.

• 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. 

• 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.

Education and Experience
High school diploma or equivalent GED,
AND
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.