1306-Customer Service Representative Supervisor

Under general supervision, the Customer Service Representative Supervisor plans, directs, and coordinates the daily operations of customer service staff responsible for assisting members of the public with permitting inquiries and City services.
The position oversees staff assignments and workload distribution; coordinates employee training and development; monitors adherence with customer service standards and departmental procedures; evaluates staff performance; and investigates and resolves escalated or complex customer service issues. The supervisor also assists staff in navigating changing permitting processes, organizational procedures, and OpenGov system workflows.
The position works closely with management, permitting staff, and participating departments to identify recurring customer inquiries, workflow challenges, and operational issues and recommend improvements to customer service processes. The supervisor also provides direct customer assistance during high-volume periods or when complex issues require supervisory support, ensuring consistent service delivery and efficient operations.
Important and Essential Duties
Essential duties of the position include but are not limited to the following:
Plan, direct, and coordinate the daily work of assigned customer service staff serving members of the public seeking permitting information and City services.
Develop staff schedules, assign and distribute workloads, monitor attendance, and adjust staffing based on operational needs and customer service demands.
Supervise and evaluate employee performance, provide guidance and feedback, address performance concerns, participate in recruitment, and employee development.
Coordinate and oversee staff training on customer service standards, departmental policies, permitting procedures, computer systems, and OpenGov workflows.
Monitor the operation and maintenance of computer equipment and systems used in customer service operations.
Investigate and resolve escalated or difficult customer service inquiries, complaints, and related operational challenges, coordinating with appropriate staff and departments as needed.
Provide direct customer assistance and backup coverage during high-volume periods or when complex issues require supervisory support.
Support staff in adapting to changes in permitting processes, systems, policies, and procedures, and communicate implementation issues to management and appropriate project staff.
Identify recurring customer inquiries, workflow challenges, and operational inefficiencies, and recommend improvements to customer service processes.
Coordinate with participating permitting departments and divisions to facilitate communication, clarify referral procedures, resolve service-related issues, and promote consistent information and service delivery to the public.
Prepare reports, correspondence, summaries, and other written documentation related to customer service operations, training needs, workflow challenges, and recommended improvements.
Perform other related duties as assigned.
Experience:
Three (3) years (6240 hours) of verifiable full time customer service experience directly serving a diverse customer population to obtain detailed information to determine and respond to customer needs.
Applicants must meet the minimum qualifications requirement by the final filing date unless otherwise noted.
Desirable qualifications:
Any stated desirable qualifications may be considered at the end of the selection process when candidates are referred for hiring.
Demonstrated ability to lead, motivate, and support teams to deliver high-quality customer service in a fast-paced, public-facing environment
Experience coordinating daily customer service operations, including staff scheduling, workload distribution, and monitoring service delivery.
Knowledge of permitting processes, procedures, and services provided by City departments or other government agencies.
Experience using customer service management systems, permitting applications, or related technology, such as OpenGov, Salesforce, or similar systems.
Strong problem-solving and conflict resolution skills, including experience handling escalated customer inquiries and resolving complex service issues.
Ability to provide clear guidance to staff, communicate effectively with the public, and collaborate with multiple City departments and stakeholders.
Note
Falsifying one's education training, or work experience or attempted deception on the application may result in disqualification for this and future job opportunities with the City and County of San Francisco.

Employment type
Full-time

Work arrangement
No