What are the responsibilities and job description for the Customer Service Supervisor position at TalentAlly?
Do you enjoy helping others? Do you enjoy being part of a team? Are you a good leader? If YES, then this may the job for you!
As The Customer Service Supervisor, You Will
As The Customer Service Supervisor, You Will
- Oversee and support the customer service operations in our fast-paced call/payment center.
- Respond to, monitor, and document escalated inquiries as needed.
- Investigate, research, and evaluate customer concerns in order to determine account resolutions. Complex accounts may involve consultation with management or the City Attorney's Office for legal guidance on billing matters concerning landlord-tenant and family disputes.
- Prepare daily deposit, process payments, and perform daily audits of cash drawers and safe.
- Prepare and maintain various reports and records.
- Assist staff with minor technical issues and defer to IT when needed.
- Plan and implement initiatives for performance improvement based on efficiency studies.
- Report progress through periodic conferences and meetings.
- Assist with monitoring call ques and taking calls when needed.
- Enter, update, and/or edit data into information systems.
- Assist with ensuring the business office is adequately staffed, and walk-in customers are promptly greeted and assisted in alignment with the City's CARE standards. This individual will periodically walk out to greet customers waiting in the lobby.
- Provide back up support to the Call Center Supervisor by covering all areas of the call/payment center, supervising up to 14 subordinate staff members.
- Collaborate with technical support groups pertaining to the accuracy of Public Utilities web page details, sharepoint, and jotform.
- Monitor correspondence, emails and FOIA requests.
- Assist with other duties as assigned such as team champion.