Customer Service Manager (Buildings)

City of St. Louis; St. Louis (MO); On-site; USD 55,000 - 75,000; Full time

Job summary

The City of St. Louis is seeking a Customer Service Manager for Buildings in Downtown St. Louis. You will lead the Building Division's customer service operations and supervise staff to ensure efficient responses to inquiries and smooth service delivery.

Requirements include a Bachelor’s degree in Business or Public Administration and at least three years in public-facing customer service, with one year supervising staff. This is a full-time, permanent role with city responsibilities.

Qualifications

• Bachelor’s degree in Business or Public Administration or related field.
• Three years public contact work in an office environment with customer service focus.
• At least one year supervising staff involved in customer service functions.

Responsibilities

• Plans, organizes, coordinates and controls the work unit’s operations to establish priorities and ensure program objectives align with city goals.
• Determines performance evaluation standards and procedures to appraise subordinate staff.
• Receives and investigates complaints and inquiries; assists citizens in resolving issues with Building Division services.
• Trains customer service section staff.
• Coordinates with other City departments and understands the tax sale process.
• Answers calls regarding complaints and updates records on paid/unpaid fines; attends related meetings.

Skills

Data analysis

Staff supervision

Customer service

Communication

Education

Bachelor's degree in Business or Public Administration

Job description

Job Description - Customer Service Manager (Buildings) (260000LU)

Job Description

Description

Position Grade: 215M

Department: Building Division

Job Type: Full-Time (Permanent)

Examination Number: EX1770

Location: Downtown - St. Louis, MO

The Customer Service Manager is responsible for managing the customer service operations and section for the Building Division.

Essential Functions and Responsibilities

• Plans, organizes, coordinates and controls the work unit’s operations to establish operational priorities, coordinate these operations with other functions within the agency, and ensure program objectives and standards are established, attained and congruent with overall goals.
• Determines performance evaluation standards and procedures to provide information to subordinate staff on individual work performance expectations to ensure complete and objective appraisal of subordinates’ performance.
• Receives and investigates complaints and inquiries when escalated; assists citizens in the resolution of problems with Building Division services.
• Trains customer service section staff.
• Researches and gathers information on unpaid fines and fees.
• Assists customers with questions related to fines and fees added to collector of revenue bills.
• Coordinates with other City departments and has knowledge of City tax sale process.
• Answers telephone calls regarding complaints and updates information in computer on paid and unpaid fines.
• Attends meetings related to tax sale process and maintains records on properties which are included in the tax sale.
• Assists customer service complaints and finds resolutions.
• Performs sorting, distributing mail, filing and copying all material related to the fines and fees.
• Performs other duties as assigned.

Knowledge, Skills and Abilities

• Data Utilization: Requires the ability to perform mid to upper-level data analysis including the ability to coordinate, strategize, systematize and correlate, using discretion in determining time, place and/or sequence of operations within an organizational framework. Requires the ability to implement decisions based on such data, and overseeing the execution of these decisions.
• Human Interaction: Requires the ability to manage and direct a large group of employees, which may include firstline supervisors, such as program specialists, investigative supervisors, and neighborhood planning and enforcement specialists. Oversees and controls employee discipline, selection and allocation, and planning of human resources.
• Equipment, Machinery, Tools and Materials Use: Requires the ability to operate, maneuver and/or provide simple but continuous adjustment on equipment, machinery and tools such as a computer, typewriter, camera, copy and fax machines and a vehicle, and/or materials used in performing essential functions.
• Verbal Aptitude: Requires the ability to utilize a variety of advisory data and information such as city codes and plats, the Good Neighbor Guide, quarterly goals and objectives, budgets, statutes, procedures, guidelines and non-routine correspondence.
• Mathematical Aptitude: Requires the ability to perform addition, subtraction, multiplication, division; ability to calculate decimals and percentages, and to use descriptive statistics.
• Functional Reasoning: Requires the ability to apply principles of influence systems such as supervising, planning, and coordinating. Ability to exercise independent judgment to apply facts and principles for developing approaches and techniques to problem resolution.
• Situational Reasoning: Requires the ability to exercise the judgment, decisiveness and creativity required in situations involving the direction, control and planning of an entire program or multiple programs.
• Environmental Factors: Tasks may risk exposure to adverse environmental conditions, such as heat, cold, or traffic hazards.
• Physical Requirements: Tasks involve the ability to exert light physical effort in sedentary to light work. Tasks may involve extended periods of time at a keyboard or work station.
• Sensory Requirements: Requires the ability to recognize and identify individual characteristics of colors, shapes, and sounds, associated with job-related objects, materials and tasks.

Qualifications

A Bachelor’s degree in Business or Public Administration, or a related field; plus three years performing public contact work in an office environment where customer service is the primary responsibility, which includes responding to complaints, concerns, requests for service, and handling difficult or complex customer service issues. At least one year of this experience must include supervising staff involved in customer service functions. OR an equivalent combination of education, training and experience.

Scoring Components and Their Weights

• Experience and Training: 100%

May be Subject to:

• Background Investigation: Pass/Fail
• Medical Examination: Pass/Fail

City Residence Preference Points

City residents who pass an examination for a position in the classified service and do not receive any other preference will receive a five (5) point preference on a scale of 100 points on the exam. An additional one (1) point shall be added to the passing score of City residents who receive any other preference on a scale of 100 points.

City residents must have resided in the City for at least one (1) year at the time of filing their application to be eligible for the preference points.

• City of St. LouisCity Hall1200 Market StreetSaint Louis, MO 63103