This Position is open until filled. Applications are being reviewed as they are received.

This position assures that outstanding customer service is provided to customers online, in person, digitally through on-line platforms, and over the phone through one-stop customer interactive experiences. The Customer Service Manager (CSM) has daily supervision of staff from multiple departments and divisions to ensure seamless delivery of services. This includes operational decision-making such as scheduling staff, developing systems and process efficiencies as well as coaching and training staff and responding to escalated customer inquiries, issues or complaints.

Examples of Duties (May not include all duties performed)

Manage the daily operations and needs of the customer service program.

Provide strong leadership and performance management to motivate a team of customer service representatives. 

Set performance goals and KPIs for the Customer Service Team to monitor success.

Train and empower new customer service staff members. 

Gain an executive level understanding of transactions and electronic processing procedures, identify system flags, and discuss/solve problems in cooperation with other department representatives.

Become familiar with the electronic methods for processing payments, i.e. scanning checks and transmitting files to banks, customer requested auto debits, credit card payments.

Tactfully and diplomatically interact with the various directors responsible for the actual customer facing operations (i.e. utility billing, income tax, building and construction permitting, special event and civic green applications).

Foster cooperative relationships with various customer-facing departments.

Assure that customer inquiries are addressed in a timely manner online, in-person and over the phone.

Create customer service escalation processes to identify complex issues and follow them through to resolution.

Provide reporting to the City Administration regarding trends in service delivery.

A college degree is preferred; coursework in business administration, public administration or a related field is desired. Five years of progressively responsible experience in a fast-paced customer service setting, or equivalent combination of training and experience.

Thorough knowledge of project management principles, methodologies, and scheduling tools.

Strong and empathetic interpersonal and communication skills, both written and verbal.

Cross-functional teamwork skills in order to determine the best flow of work and to coordinate action. 

Ability to pivot according to changing priorities and business needs

Skill in developing and managing project schedules, scope, budgets, resource plans, issues, risks, and change requests.

Training/experience in diffusing, de-escalating high-tension situations.

Adept in performing data analysis and reporting.

Comfortable in an environment that includes state-of-the art software applications and systems.

Knowledge of budget analysis and preparation.

Leadership abilities including directing, motivating and encouraging staff development.

Ability to effectively and tactfully communicate with the public.

Ability to communicate technical concepts to non-technical customers.

Proficiency in data reporting and collection of customer service metrics and trends, as well as general customer feedback.

Requirements

Ability to communicate effectively in the English language both verbally and in writing.

Ability to become proficient in software application

Statement on Diversity, Equity, and Inclusion: 

At the City of Westerville, we share a commitment to a diverse, inclusive and equitable community. Each member of our organization is responsible and accountable for serving and empowering all people both in our organization and community. The City ensures that service is accessible, responsive and inclusive for a thriving, sustainable and connected Westerville.