Supervisor - Customer Service - Transportation & Public Works (Civil Service)

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

Job summary

City of Dallas is seeking a Supervisor-Customer Service to oversee the Call Center team, ensuring top-tier service to City customers. You will supervise staff, coordinate shifts, and drive performance while implementing policies and training to maintain high standards.

The role requires strong leadership, experience in a call center environment, and the ability to manage workflow, coach employees, and resolve complex customer issues with professionalism.

Qualifications

• Minimum of a high school diploma or GED.
• Five years of customer service experience, including in-person interactions.
• Two years of leadwork or supervisory responsibilities.
• Equivalency: an associate degree plus three years of required experience, with one year in a lead/supervisory role.

Responsibilities

• Supervises, plans, coordinates, and evaluates the work of customer service staff in the Call Center.
• Interviews, evaluates, and makes selections for positions; handles discipline and grievances.
• Trains and counsels new hires and current representatives on City departments to ensure excellent service.
• Develops long-range plans and schedules to provide effective customer service strategies; adjusts priorities and resources.
• Communicates policies; ensures 311 staff are aware of changes; reviews work for quality; evaluates performance.
• Oversees call center workflow, delegates tasks, and implements improvements as needed.
• Monitors daily operations to ensure quality service and supports administrative tasks.
• Oversees training and certifications; performs other duties as needed.

Skills

Customer service

Call center knowledge

Supervision

Performance feedback

Meeting coordination

Clear communication

Conflict resolution

Relationship building

Education

High school diploma or GED

Associate degree + 3 years of experience

Job description

Dallas is Growing. Grow With Us.

Looking for more than just a job? The City of Dallas offers careers with purpose. With competitive benefits, growth opportunities, and a vibrant work culture,

we’re committed to helping you thrive while you help our city flourish. Be part of a team that’s committed to service, innovation, and community.

Job Summary

Job Description

Overview

The Supervisor-Customer Service oversees, supervises, coordinates, and monitors the work of customer service representatives providing information to City customers and performing work in the Call Center.

Essential Functions

• Supervises, plans, coordinates, assigns and evaluates work of customer service staff performing work in the Call Center and providing information to the City and its citizens; directs and coordinates work through subordinate supervisors or team leaders; coaches or and gives technical direction as needed
• Interviews, evaluates, and makes selection on candidates for filling positions; recommends discipline and terminations; hears and resolves serious complaints or simple grievances from employees, refers serious grievances to higher level managers, and effects disciplinary actions or recommends serious disciplinary actions to managers
• Trains, educates, and counsels new hires and current representatives on various departments within the City of Dallas to ensure excellent professional customer service activities
• Develops and implements long range plans, programs, and schedules to provide effective customer service strategies; determines goals and objectives needing emphasis and directs and coordinates work through leaders; adjusts work priorities, projects schedules, resources, and work plans as required, estimates staff needs, and assigns work to address City requirements and needs
• Communicates relevant policies and procedures for all department changes and to make sure all 311 Customer Service Representatives are aware of any and all changes; reviews work for quality; evaluates work performance; and recommends awards for employees
• Performs interviews and facilitates the coordination of the call center workflow and assignments; implements improvements, delegates work, and requests changes as needed
• Supervises, monitors, coordinates, and evaluates daily operations to ensure effective services and quality customer service; performs a wide range of administrative tasks to facilitate call center success and excellent customer service
• Oversees specialized training, other certification, or professional development
• Performs any and all other work as needed or assigned

Knowledge And Skills

• Knowledge of customer service policies and protocols.
• Knowledge of call center protocols and management.
• Ability to supervise, lead and coordinate the work of new and existing employees.
• Ability to evaluate and provide performance feedback for customer service activities.
• Ability to plan and coordinate meetings and professional development.
• Ability to speak and communicate clearly.
• Ability to provide conflict resolution and management.
• Communicating effectively verbally and in writing.
• Establishing and maintaining effective working relationships.

Education

MINIMUM QUALIFICATIONS:

• High school diploma or GED.

Experience

• Five (5) years of customer service, which must have included in-person interactions

AND

• Two (2) years of leadwork or supervisory responsibilities (This experience may be included in the required experience listed above.).

Equivalencies

• An associate degree (or higher) in any field, plus three (3) years of the required experience, with one (1) year of leadwork or supervisory responsibilities, will meet the education and experience requirements.

Salary Range

$28.27 - $33.93
The salary listed on this job posting is the starting salary range; amount offered will depend upon qualifications.

City of Dallas is an Equal Opportunity Employer.