Customer Service Manager

City of Atlanta•Atlanta, GA

About The Position

Assists, supervises, and reviews the work activities of subordinate customer service personnel. Duties at this level include, but are not limited to: contributing to the development and maintenance of standards, policies, and procedures regarding customer service; supervising and directing work activities of Customer Service Representatives; assisting management with customer information; responding to the public and City departments; and coordinating with other departments on issues brought forward by citizens. Direction received is very general and focuses on end results and is typically collaborative in nature.

Requirements

Knowledge of steps to prevent counter-productive confrontations and managing/resolving conflicts and disagreements in a constructive manner.
Knowledge of basic principles and practices of functional and technical supervision and training.
Knowledge of proper public contact and telephone etiquette.
Skill in treating others with courtesy, sensitivity, and respect.
Skill in typing various reports and correspondence.
Ability to tactfully respond to requests and inquiries from the public.
Ability to flexibly adapt to a variety of work situations and interruptions.
Ability to establish and maintain an effective and professional working relationship with colleagues and customers.
Ability to work in a high activity team environment.
Ability to handle stressful and difficult public contacts in an appropriate and professional manner.
Ability to work well under pressure to meet deadlines.
Ability to hold self and others accountable for measurable high-quality, timely, and cost-effective results.
Ability to determine objectives, set priorities, and delegate work.
Bachelor's degree in Business Administration, Public Administration, Accounting, Computer Science, or a closely related field; and five (5) years of customer service and supervisory or managerial experience (equivalent professional experience may be considered for substitution for the required degree on an exception basis).

Nice To Haves

Bachelor's degree in Business Administration, Public Administration, Communication, Accounting, Computer Science, or a closely related field; and five (5) years of customer service and supervisory or managerial experience (equivalent professional experience may be considered for substitution for the required degree on an exception basis).

Responsibilities

Managed and evaluates assigned staff and provides guidance daily to resolve employee concerns and problems.
Oversees, prioritizes, assigns, and reviews the work of staff involved in the customer service function.
Monitors inquiries and complaints for timely resolution and accuracy, evaluating employee performance and identifying areas requiring improvement.
Handles the most complex customer complaints and inquiries and identifies the actions necessary to resolve customer concerns.
Recommends policy or strategy changes; modifies the organization to achieve objectives.
Maintains managerial authority over a group of administrative employees engaged in a broad functional area.
Areas of responsibility are typically unique within the department.
Assist with transactions using the Oracle financial system such as receiving requisitions, paying invoices, and pulling financial reports.
Manages event customer rental agreements, requests, and coordinates these events across departmental divisions.
Processes notices, citations, and answers and directs phone calls.
Trains new customer service staff and provides initial orientation for all new employees in the office.
May make purchasing or resource allocation decisions within organization guidelines.
May perform other duties as assigned.