Customer Service Call Center Supervisor

City of High Point Customer Service Division   High Point, NC   Full-time     Call Center / Customer Service
Posted on October 9, 2021
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Customer Service Call Center Supervisor
Full-Time (with benefits)

The City of High Point's Customer Service Department seeks to fill a Supervisor position in the call center area.

Essential Tasks:

•Maintains in-depth knowledge of Cayenta utility software.
•Provides remedial training to staff on business practices and software use, maintains updated training guides for staff, develops a training schedule for all staff and certifies the knowledge levels of staff after training, consults with staff to review their working knowledge of software and business practices.
•Receives and handles complex customer inquiries, service requests and complaints by telephone, mail or in person.
•Advise customers and representatives on billing, collections, and service procedures.
•Researches and corrects errors in customer accounts.
•Monitors daily operations for quality and productivity.
•Interview employment applicants and supervises training of new Customer Service Representatives.
•Exercise supervision over staff.
•Completes performance evaluations, recommends disciplinary actions related to failure in performance or personal conduct.
•Ensures that all work is performed in accordance with OSHA and City Safety Standards and Policies.
•Enters and updates payroll (reviews/approves absence requests).
•Recommends disciplinary actions related to failure in performance or personal conduct.
•Recommends salary increases and promotions.


Formal Education:
Any combination of education and experience equivalent to High School Diploma. Considerable responsible administrative experience in Customer Service.

•Must have understanding of an automatic call distribution phone system.
•Must have ability to plan, organize, and supervise the work of call center employees.
•Must be able to establish and maintain effective relationships with officials, associates, subordinates, and the public; must be able to handle customers in a tactful manner.
•Must be able to maintain varied and complex records and filing systems and prepare reports from such records.
•Ability to be at work during periods of inclement weather or City emergencies. Including nights and weekends (i.e., power outages and/or disaster response).
•Proficiency in Microsoft Office Suite products, particularly Word and Excel.
•Operate computer to document customer service calls in our company specific database.
•Valid North Carolina Driver's License

Preferred Qualifications:

•Minimum 2 years' experience supervising and/or running a call center environment

Salary: 44,493.28-57,008.64 with benefits

The City of High Point is an Equal Opportunity Employer.