Customer Service Supervisor - Permit Center (SF)

City and County of San Francisco; San Francisco (CA); Presencial; USD 90.000 - 120.000; Jornada completa

Descripción de la vacante

The City and County of San Francisco’s Planning Department seeks a Customer Service Representative Supervisor to oversee permitting information desks and public services. Under supervision, you will plan, direct, and coordinate daily customer service operations, supervise staff, manage training, and improve service delivery in a fast-paced, public-facing environment.

OpenGov and Salesforce experience preferred, with strong communication skills.

Formación

• Three (3) years of verifiable full-time customer service experience.
• Ability to lead, motivate, and support teams in a fast-paced public environment.
• Experience coordinating daily customer service operations, including staff scheduling.
• Knowledge of permitting processes and services provided by City departments.
• Experience using customer service management systems such as OpenGov or Salesforce.
• Strong problem-solving and conflict resolution skills.
• Clear communication with the public and collaboration across departments.

Responsabilidades

• Plan, direct, and coordinate the daily work of assigned customer service staff serving the public seeking permitting information.
• Develop staff schedules, assign workloads, monitor attendance, and adjust staffing.
• Supervise and evaluate employee performance, provide guidance, and participate in recruitment.
• Coordinate staff training on customer service standards and permitting procedures.
• Monitor operation of computer equipment and systems used in customer service.
• Investigate and resolve escalated customer inquiries and operational challenges.
• Provide direct customer assistance during high-volume periods or complex issues.
• Identify recurring inquiries and recommend process improvements.
• Prepare reports and correspondence related to customer service operations.

Conocimientos

Customer service leadership

Staff scheduling

OpenGov

Salesforce

Permitting knowledge

Communication

Problem solving

Herramientas

OpenGov

Salesforce

Descripción del empleo

The City and County of San Francisco’s Planning Department seeks a Customer Service Representative Supervisor to oversee permitting information desks and public services. Under supervision, you will plan, direct, and coordinate daily customer service operations, supervise staff, manage training, and improve service delivery in a fast-paced, public-facing environment.

OpenGov and Salesforce experience preferred, with strong communication skills.