Customer Service Supervisor

CivicInfo BC; Coquitlam; On-site; CAD 55,000 - 65,000; Full time

Benefits offered by this job

Earned day off program

Vacation & extended benefits

Municipal Pension Plan

Job summary

City of Coquitlam is seeking a dynamic Customer Service Supervisor to lead the Bylaw Services clerical team and manage day-to-day operations at the public service counter. The role requires supervising staff, reporting, and ensuring high-quality customer service across in-person, phone, and email inquiries.

The successful candidate should have Grade 12 with relevant courses and supervisory experience, plus a BC driver’s license.

Qualifications

• The ideal candidate demonstrates leadership, sound judgment, and strategic analytical thinking.
• Strong verbal and written communication, and the ability to work in a multi-disciplinary team.
• Experience supervising clerical staff and managing priorities with minimal supervision.

Responsibilities

• Oversee day-to-day administrative operations at the public service counter.
• Supervise clerical staff, provide training, and handle inquiries on bylaws and policies.
• Prepare reports, monitor procedures, and seek process efficiencies.
• Ensure customer service standards for in-person, phone, and email inquiries.
• Demonstrate tact, diplomacy, and political acumen in a local government setting.

Skills

Leadership

Problem solving

Strategic thinking

Verbal skills

Written skills

Technical proficiency

Team collaboration

Education

Grade 12 + courses

Tools

Amanda

Tempest

Job description

Regular Full Time

One of BC's Top Employers, the City of Coquitlam offers meaningful career opportunities to make a difference within the local community. As the sixth largest city in BC, we are home to more than 150,000 residents. Our diverse municipality is a great place to work as it continues to grow through innovative urban design, inspiring arts, culture and recreation programs, and state-of-the-art transportation systems. Our brand is built on managing our resources in a responsible and sustainable manner, while supporting a vibrant, growing regional urban centre. We envision a bright future in Coquitlam that we hope includes you!

About You / What We Are Looking For

We are seeking a dynamic, experienced Customer Service Supervisor to join our Bylaw Services team. This position will be responsible for overseeing the day-to-day administrative operations of the public service counter of the division. Working in a fast-paced, demanding but fun environment, the successful incumbent will be expected to manage multiple priorities with competing deadlines; carry out tasks and identify priorities with little supervision or direction; exercise sound decision making; and demonstrate tact, diplomacy and political acumen in a local government setting.

Reporting to the Manager Administrative Services and Animal Shelter the successful incumbent will be required to supervise and provide assistance to other clerical staff in the division; generate and prepare reports; handle internal and external inquiries regarding interpretation of bylaws and departmental policies, practices and procedures; have the ability to review current procedures and seek out process efficiencies and update as required; provide training and ongoing staff direction regarding tasks and expectations; have a strong understanding of POS and cash handling and monitor and ensure that customer service standards are met for in-person, telephone and email enquiries.

Minimum Qualifications

The ideal candidate is driven to achieve excellence in customer services; has proven abilities to exercise sound judgement and leadership, especially as it related to problem solving; strategic and analytical thinking; strong verbal and written skills; strong technical skills; is highly collaborative and functions well as a multi-disciplinary team and has the ability to deliver on a wide range of responsibilities with little supervision.

The successful candidate will have completed Grade 12, supplemented with relevant courses and related supervisory experience or an equivalent or training and experience. A valid British Columbia Driver's License is required.

Preferred Qualifications

The ideal candidate will have relevant experience in a government setting, as well as experience using Amanda and Tempest applications.

What We Offer:

This CUPE position has an hourly rate range of $40.23 - $47.35. The rate of pay is based on a variety of factors including qualifications, knowledge, experience and skills.

You will have the chance to join a rapidly growing and diverse team dedicated to supporting the local community, and be able to engage in variety of learning and development opportunities. Additionally, there is an opportunity to participate in an earned day off/flex day program. City offers an attractive vacation and extended benefits package, including the ability to contribute to the Municipal Pension Plan.

Accessibility / Equal Opportunity Employer

The City of Coquitlam is proud to be an Equal Opportunity Employer working towards enhancing equitable practices in our recruitment and retention processes. As an organization we are committed to creating an inclusive work environment to support our growing and diverse work force. To learn more about what equity, diversity, and inclusion means, and the City's efforts in support of these principles, please visit coquitlam.ca/edi for more information.

If at any time during the application or recruitment process you require additional assistance or an accommodation, please contact our team for confidential support. Staff can also provide in-person support if required.