Customer Service Supervisor

THE POSITION

With supervisor approval, incumbents may be eligible for intermittent remote work; however, they must physically reside within the Sacramento region or have the ability to regularly report to a City of Sacramento physical worksite with little notice.

To supervise, plan, direct and participate in the activities of a unit, operation, or special program of Customer Service staff who assist the general public by responding to questions and/or processing transactions concerning City services, payments, rates, accounts, and taxes; responsible to review, and respond to the most complex and difficult problems for compliance with City standards, procedures and policies.

This is the full supervisory level class in the Customer Service series. The Customer Service Supervisor provides highly responsible administrative and technical support to management, and is responsible for the full supervision of a customer service operation. The Customer Service Supervisor class is distinguished from the Customer Service Specialist in that the latter is the advanced journey-level class in the Customer Service series and is considered the technical expert of the series.

General supervision is provided by management staff. Responsibilities include the direct and indirect supervision of lower level employees.

ESSENTIAL DUTIES AND RESPONSIBILITIES

- Supervise, assign, and review the work of staff; select, train, evaluate, counsel, and discipline subordinate staff in the use and knowledge of standard services and special programs, procedures, and customer service expectations.
- Interpret City codes and ordinances, policies, procedures and regulations; implement goals, objectives, policies, priorities, systems and procedures; and ensure that policies and procedures are appropriately and uniformly implemented.
- Respond to, and resolve the most difficult customer service complaints and problems in accordance with established policy and procedure; coordinate and supervise the investigation of complaints regarding services and subsequent explanation of section practices and procedures; retrieve and research information and analyze accounts to reconcile errors, modify account transactions, authorize the removal of penalties and issuance of credits or refunds; may issue licenses and other business related citations.
- Administer databases, as required; maintain centralized records including contracts, project files, plans and specifications, inventory records, purchase records; process purchase requisitions; resolve errors in orders received and invoices; prepare written reports; compile and maintain statistical data for various reports; and research, reconcile and assemble records, and compose correspondence.
- Confer with the general public, management staff, and others regarding department operations, procedures and regulations; evaluate and revise work operating policy, procedures and forms to establish priorities and meet critical deadlines; and recommend improvements; conduct customer service survey studies pertaining to work flow, time factors, procedures, and staffing, make recommendations.
- Develop work schedules, assignments, and shifts.
- Represent the department at meetings, and on various committees.
- Perform notary duties.
- Provides exceptional customer service to those contacted in the course of work.
- Other related duties may also be performed; not all duties listed are necessarily performed by each individual.

QUALIFICATIONS

Knowledge of:

- Principles and practices of modern personnel management.
- Systems and programs relating to area of assignment.
- Mathematical procedures and calculations, including percentages, calculations, and pro-rations.
- Various rates and fee schedules.
- Assessing maps, as assigned including geographic information system (GIS), parcel, subdivision, etc.
- Methods of researching and recording.
- Modern office administrative practices and procedures, including records management.
- Advanced computer operations including personal computer software applications.
- Correct English usage, including spelling, grammar, punctuation and vocabulary.
- Standard business arithmetic.
- Principles of leadership, supervision and training.

Ability to:

- Plan, organize, assign, train, and evaluate the work of subordinate employees.
- Exercise tact, judgment and patience in dealing with the public, subordinates and client departments.
- Work independently with minimal supervision.
- Analyze, read, and prepare schedules, maps, permits, reports, and statements regarding municipal operations.
- Evaluate policies and practices, define problem areas and develop and direct the implementation of policy decisions and practices to improve operations.
- Plan, assign, supervise review and evaluate assigned staff; train staff in work methods and procedures.
- Organize work, set priorities and meet critical deadlines and follow-up on assignments with a minimum of direction.
- Perform mathematic calculations.
- Compile and maintain complex and extensive reports and records.
- Conduct general and specialized research to assist professional and technical staff in preparing detailed reports.
- Utilize specialized computer business applications and systems for account and billing purposes.
- Work any shift, including weekends and holidays is mandatory for some assignments.
- Operate common office equipment, including copiers, facsimile machines, personal and on-line computers, centralized telephone equipment.
- Follow oral and written directions; communicate clearly and concisely, both orally and in writing.
- Utilize City codes, ordinances, policies, procedures, resolutions and regulations as related to assignment work.
- Interpret and utilize maps related to City infrastructure and utilities, and the municipal street system.
- Perform concurrently multiple complex customer service related duties.

EXPERIENCE AND EDUCATION

Any combination of experience and education that would provide the required knowledge and abilities is qualifying. A typical way to obtain the knowledge and abilities would be:

Experience:

Three (3) years of advanced journey-level experience in a public service operation responding to customer complaints and inquiries, providing responsible lead or operational support that included training and reviewing the work of subordinate staff.

Education:

Equivalent to the completion of the twelfth grade. Business school training is preferred.

PROOF OF EDUCATION

Should education be used to qualify for this position, then proof of education such as, but not limited to, university/college transcripts and degrees should be submitted with your application and will be required at the time of appointment . Unofficial documents and/or copies are acceptable.

An applicant with a college degree obtained outside the United States must have education records evaluated by a credentials evaluation service. Evaluation of education records will be due at time of appointment.

PROBATIONARY PERIOD:

Employees must complete twelve (12) months of probation at a satisfactory performance level prior to gaining permanent status.

THE SELECTION PROCEDURE

P lease note, the City of Sacramento's preferred method of communication with applicants is via e-mail. As such, please ensure you verify the e-mail address on your application, and check your e-mail frequently , including your spam and junk folders. All e-mail notifications can also be accessed through the governmentjobs.com applicant inbox.

1. Application: (Pass/Fail) - All applicants must complete and submit online a City of Sacramento employment application by the final filing deadline ;

• Employment applications must be submitted online; paper applications will not be accepted.
  

• Employment applications will be considered incomplete and will be disqualified:
  

• If applicants do not list current and/or past job-related experience in the duties area of the "Work Experience" section. Note: Qualifying experience is based on full-time experience (40 hours per week). Qualifying experience is calculated to the full-time equivalent (pro-rated if less than 40 hours/week ).
  

• If "see resume" is noted in the "Work Experience" section; a resume will not substitute for the information required in the "Work Experience" section.
  

• Proof of education such as, but not limited to, university/college transcripts and degrees should be submitted online with your application. Proof of education will be required at time of appointment.
  

• Position/job titles will not be considered in determining eligibility for meeting the minimum qualifications for this position.
  

• If you’re requesting Veteran’s credit, a copy of your DD214 must be submitted online with your application or emailed to the Employment Office by the final filing deadline . Information regarding the use of Veteran’s credit can be found in the Civil Service Board rules under rule 4.9C.
  

• Applicants are responsible for attaching a copy of their DD214 to each position for which they apply.
  

2. Training and Experience Exam : (Weighted 100%) - The questions located at the end of the application are the Training and Experience (T&E) Exam. Responses to the T&E questions will be rated and scored. This exam will evaluate the relevance, level, and progression of a candidate's education, training and experience. The exam score will determine your ranking on the eligible list for this job. When completing the T&E questions, please note:

• Responses to the T&E questions must be submitted online; paper questionnaires will not be accepted.
  

• A resume will not substitute for the information required in the T&E questions.
  

3. Eligibility : Candidates who pass the Training and Experience Test will be placed on the eligible list. The hiring department may contact candidates for interview at any time during the life of the one-year list. Candidate’s eligibility expires one year from the date of notification of a passing score for the Customer Service Supervisor examination.

4. Screening Committee : (Pass/Fail)- All candidates that pass the examination and are in one of the top three ranks will have their application forwarded to the hiring department for review. The hiring department will select the most competitive applications for further consideration. Human Resources will only evaluate employment applications for the minimum qualifications, as stated on the job announcement, for applications selected by the hiring department.

5. Conditional Hire: Upon receipt of a conditional offer, the selected candidate must complete and pass Live Scan/fingerprinting. If applicable, candidates may also need to pass a pre-employment medical exam, controlled substance and/or alcohol test, and possess any required licensure or certification prior to receiving a start date from the Department. Failure to meet these prerequisites will be grounds for withdrawal of your conditional offer of employment.

QUESTIONS:
For questions concerning this job announcement and the application process:

• Please visit https://www.governmentjobs.com/Home/ApplicationGuide for a comprehensive, step-by-step guide to the application process.
  

• For technical support between 6 AM - 5 PM PT, contact Live Applicant Support at (855) 524-5627.
  

• Visit the City of Sacramento Human Resources Department website at https://www.cityofsacramento.gov/HR/employment ;
  

• Send an email to employment@cityofsacramento.org ; or
  

• Call the Human Resources Department at (916) 808-5726
  

Bilingual Pay
Did you know that the City offers bilingual pay? That's right, most labor agreements offer the option of providing employees with bilingual pay if the department deems it to be operationally necessary.

Pension Reform Act
The City of Sacramento is covered by the California Public Employees' Retirement System, and as such, must adhere to the California Public Employee's Pension Reform Act (PEPRA) of 2013. Please note that the provisions within this act may affect or impact an applicant's eligibility and/or selection for open vacancies at the City of Sacramento.

Equal Opportunity Employer
The City of Sacramento is an equal opportunity employer to all, regardless of age, ancestry, color, disability (mental and physical), exercising the right to family care and medical leave, gender, gender expression, gender identity, genetic information, marital status, medical condition, military or veteran status, national origin, political affiliation, race, religious creed, sex (includes pregnancy, childbirth, breastfeeding and related medical conditions), and sexual orientation.

Additional Information
Civil Service Rules: https://www.cityofsacramento.gov/content/dam/portal/hr/documentlibrary/CivilServiceBoardRules62012.pdf

Union Contracts: https://www.cityofsacramento.gov/HR/labor-agreements.html

Salary Schedule: https://www.cityofsacramento.gov/content/dam/portal/hr/documentlibrary/SalarySchedule.pdf

Closing Date/Time: 9/2/2025 11:59 PM Pacific

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• City of Sacramento

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