Customer Service Supervisor - Transportation & Public Works

Dallas City Hall; Dallas (TX); On-site; USD 39,000 - 47,000; Full time

Job summary

Dallas City Hall is seeking a Supervisor of Customer Service to oversee the Call Center team, ensuring outstanding city services. You will supervise staff, interview and develop talent, and implement service strategies aligned with department goals.

The role requires senior customer service experience, strong communication, and leadership skills, with responsibilities spanning coaching, policy communication, and workflow optimization in a city government environment.

Qualifications

• High school diploma or GED required.
• Five years of customer service experience, including in-person interactions.
• Two years in leadwork or supervisory roles.
• Equivalency: an associate degree with three years of experience, including one year in leadwork.

Responsibilities

• Supervise and evaluate customer service staff in the Call Center.
• Interview, hire, and discipline staff as needed.
• Train new hires and provide ongoing coaching.
• Develop long-range plans for customer service delivery.
• Communicate policies and changes to 311 staff.
• Coordinate call center workflows and assignments.
• Monitor daily operations and ensure quality service.

Skills

Customer service policies

Call center protocols

Lead and supervise

Communication skills

Conflict resolution

Written communication

Education

High school diploma or GED

Associate degree or higher

Job description

Dallas City Hall is seeking a Supervisor of Customer Service to oversee the Call Center team, ensuring outstanding city services. You will supervise staff, interview and develop talent, and implement service strategies aligned with department goals.

The role requires senior customer service experience, strong communication, and leadership skills, with responsibilities spanning coaching, policy communication, and workflow optimization in a city government environment.