1326 Customer Service Agent Supervisor

Recruitment #PBT-1326-088414

Introduction

This is a Position Based Test conducted in accordance with Civil Service Rule 111A.

POSITION DESCRIPTION:
Under general supervision, Customer Service Agent Supervisors are responsible for supervising the work of customer service agent staff at the City’s 311 Customer Service Center. Essential functions of the class include: planning, directing and coordinating the work of customer service agent staff engaged in receiving and processing telephone calls from the general public for the purpose of obtaining City Services or information; overseeing the training of new employees in the proper use of communications and computer equipment and the implementation of program policies and procedures; planning and scheduling customer service agent staff work assignments and overseeing the maintenance of attendance records of employees on assigned customer service staff; processing calls from the public requesting City services or information during high call volume periods, identifying the type of service being requested, determining the type(s) of City service available to successfully handle the request, providing callers with appropriate department contact information and entering caller information into a computer system; investigating and resolving escalated and difficult customer service complaints and calls; preparing written documentation; monitoring the operation and maintenance of telephone and computer equipment; and resolving work and operation problems and recommending procedural and operational changes to improve work processes; and performing related duties as required.

WORKING CONDITIONS:
The 311 Customer Service Center operates 24 hours a day, 7 days per week. Incumbents must maintain a knowledge and understanding of policies and procedures for the 311 Customer Service Center; operate a computer terminal; maintain the confidentiality of information; utilize a multi-screen computer system, mouse, phone system and headset while receiving calls and/or face to face interactions with the general public; and serve as the backup for customer service agent staff during high call volume periods. Incumbents work a rotating shift that includes evenings, weekends and holidays. In the event of an emergency or natural disaster, incumbents are required to report to work as usual and may be expected to work unusual shifts and hours.

Minimum Qualifications

  1. Three (3) years (6000 hours) of verifiable full-time inbound customer service call experience directly serving a diverse customer population to obtain detailed information to determine and respond to customer needs; OR
  2. Three (3) years (6000 hours) of verifiable, full-time customer service experience directly serving a diverse customer population to obtain detailed information to determine and respond to customer needs. One year of this experience must have included supervising customer service representatives.

Desirable Qualifications:
The stated desirable qualifications may be used to identify job finalists at the end of the selection process when candidates are referred for hiring.

  • Direct supervisory experience of customer service representatives in a large, inbound call center environment.
  • Extensive knowledge of call center applications and strong PC skills.
  • Broad understanding of call center metrics, work force management practice, and quality assurance programs.

How To Apply

Applications for City and County of San Francisco jobs are being accepted through an online process. Visit www.jobaps.com/sf to begin the application process by registering an account.

  • Click and select the 1326 Customer Service Agent Supervisor
  • Click on “Apply” and read and acknowledge the information
  • Click on “I am a New User”
  • Follow instructions given on the screen

Applicants may be contacted by email about this announcement and, therefore, it is their responsibility to ensure that their registered email address is accurate and kept up-to-date. Also, applicants must ensure that email from CCSF is not blocked on their computer by a spam filter. To prevent blocking, applicants should set up their email to accept CCSF mail from the following addresses (@sfgov.org, @sfdpw.org, @sfport.com, @flysfo.com, @sfwater.org, @sfdph.org, @asianart.org, @sfmta.com).

Applicants will receive a confirmation email that their online application has been received in response to every announcement for which they file. Applicants should retain this confirmation email for their records. Failure to receive this email means that the online application was not submitted or received.

All work experience, education, training and other information substantiating how you meet the minimum qualifications must be included on your application by the filing deadline. Information submitted after the filing deadline will not be considered in determining whether you meet the minimum qualifications. Resumes will not be accepted in lieu of completing a City and County employment application.

Applications completed improperly may be cause for ineligibility, disqualification or may lead to lower scores.

If you have any questions regarding this recruitment or application process, please contact the exam analyst, Angie Ignao, at (415) 554-6107, or via email to: angie.ignao@sfdpw.org.

VERIFICATION:
Applicants may be required to submit verification of the qualifying education and experience, at any point during the recruitment and selection process. Resumes will not be accepted in lieu of verification of qualifying education and experience. If education verification is required, information on how to verify education requirements, including verifying foreign education credits or degree equivalency, can be found at http://sfdhr.org/index.aspx?page=456. Failure to submit the required verification of education and experience, when requested, may result in disqualification or ineligibility for employment.

Note: Falsifying one’s education, training, or work experience or attempted deception on the application may result in disqualification for this and future job opportunities with the City and County of San Francisco.

Selection Procedures

Supplemental Questionnaire (Qualifying)
Applicants will be prompted to complete a supplemental questionnaire as part of the online employment application. The Supplemental Questionnaire is designed to obtain specific information regarding an applicant's education and experience in relation to the Minimum Qualifications for this position. It is essential that an applicant provides complete information in identifying their education and experience. The Supplemental Questionnaire will be used to evaluate if an applicant meets the minimum qualifications. Applicants must also complete the official application. The information in the Supplemental Questionnaire will not be scored and is collected for informational purposes only.

Basic Supervisory Exam (Weight: 50%)
Candidates will be administered a written multiple-choice examination that is designed to measure basic knowledge of various supervisory practices and procedures (e.g., directing, counseling, guiding, evaluating, motivating, disciplining, developing and training subordinates, delegation, etc.) and well as customer service and reading comprehension. This is a standardized examination and, therefore, test questions and test answers are not available for public inspection or review.

The examination is administered via computer or in paper format. Qualified candidates will be notified of the particular format to be used in their test appointment notification.

The score you achieve on this examination shall be valid and "banked" for three years, starting from the date of the examination. This means that, during this three-year time period, you will not be required to take this test again should you apply and be found eligible for a future announcement for which this particular test is used. Please note this test is used for other supervisory classes therefore your test score may be applied to one or more of these classes if you choose to apply to future recruitments. If the test for this future announcement is held within one year of the date of this examination, your score will be automatically applied to that announcement. However, after one year, you have the option to either (a) apply your test score to the other announcement or (b) re-take the test. Re-testing is permitted no sooner than one year from the date of the examination and only in association with your eligibility for another announcement for which this test is used. Please note that, should you re-test, your re-test score would become your official score since it is the most recent.

Written Examination (Weight 50%)
Candidates will be tested on their relative knowledge, skill and ability levels in job-related areas, which may include but not be limited to: supervisory ability; knowledge of investigating and resolving escalated and difficult customer service complaints; operating a computer terminal and call center applications; ability to effectively work under pressure; human relations ability; written communication ability. A passing score must be achieved on the Written Examination in order to continue in the selection process.

Note: Applicants who meet the minimum qualifications are not guaranteed to advance through all of the steps in the selection process. Candidates must achieve a passing score in all phases of the selection procedures above.

CERTIFICATION RULE:
The certification rule for the ranked eligible lists resulting from this examination will be Rule of Ten Scores The department may administer additional position-specific selection procedures to make final hiring decisions.

Eligible List: http://www.sfdhr.org/index.aspx?page=20#eligiblelists
The eligible list resulting from this examination is subject to change after adoption (e.g., as a result of appeals), as directed by the Human Resources Director or the Civil Service Commission. The duration of the eligible list resulting from this examination process will be 12 months, and may be extended with the approval of the Human Resources Director.

Upon approval of the Human Resource Director (see Civil Service Rule 111A.26.5), the eligible list resulting from this announcement may be used by other departments that also use this classification or a similar classification. To find other Departments which use this classification, please see http://www.sfdhr.org/Modules/ShowDocument.aspx?documentID=21246. Search that document by title or job code to see which departments use the classification.

Conviction History

As a finalist for a job, you will be fingerprinted, and your fingerprints will be sent to the California Department of Justice (DOJ) and the Federal Bureau of Investigation (FBI). The resulting report of your conviction history (if any) will be used to determine whether the nature of your conviction (or arrest, in limited circumstances) conflicts with the specific duties and responsibilities of the job for which you are a finalist. If a conflict exists, you will be asked to present any evidence of rehabilitation that may mitigate the conflict, except when federal or state regulations bar employment in specific circumstances, such as:

  • Candidates for positions with the Unified School District and the Community College District may be disqualified from consideration should their conviction history not meet the standards established under the California Education Code.
  • Candidates for positions with the Recreation and Park Department may be disqualified from consideration should their conviction history not meet the standards established under California Public Resources Code 5164.

Having a conviction history does not automatically preclude you from a job with the City.

If you are selected as a finalist, the hiring department will contact you to schedule a fingerprinting appointment.

Disaster Service Workers

All City and County of San Francisco employees are designated Disaster Service Workers through state and local law (California Government Code Section 3100-3109). Employment with the City requires the affirmation of a loyalty oath to this effect. Employees are required to complete all Disaster Service Worker-related training as assigned, and to return to work as ordered in the event of an emergency.

Conclusion

Reasonable Accommodation Request: Applicants with disabilities who meet the minimum eligibility requirements for this job announcement can find information on requesting a reasonable ADA Accommodation at: http://www.sfdhr.org/index.aspx?page=20#applicantswithdisabilities

Veteran’s Preference: Information regarding requests for Veterans Preference can be found at: http://www.sfdhr.org/index.aspx?page=20#veteranspreference

Seniority Credit in Promotional Exams: Information regarding requests for seniority credit can be found at: http://www.sfdhr.org/index.aspx?page=20#senioritycredit

General Information concerning City and County of San Francisco Employment Policies and Procedures: http://www.sfdhr.org/index.aspx?page=20

Terms of the Announcement:http://www.sfdhr.org/index.aspx?page=20#announcementsdefinitions
Applicants must be guided solely by the provisions of this announcement, including requirements, time periods and other particulars, except when superseded by federal, state or local laws, rules or regulations. Clerical errors may be corrected by the posting the correction on the Department of Human Resources website at www.jobaps.com/sf.

The terms of this announcement may be appealed under Civil Service Rule 111A.35.1. The standard for the review of such appeals is ‘abuse of discretion’ or ‘no rational basis’ for establishing the position description, the minimum qualifications and/or the certification rule. Appeals must include a written statement of the item(s) being contested and the specific reason(s) why the cited item(s) constitute(s) abuse of discretion by the Human Resources Director. Appeals must be submitted directly to the Executive Officer of the Civil Service Commission within five business days of the announcement issuance date.

Copies of Application Documents: Applicants should keep copies of all documents submitted, as these will not be returned.

Right to Work: http://www.sfdhr.org/index.aspx?page=20#identification
All persons entering the City and County of San Francisco workforce are required to provide verification of authorization to work in the United States

Exam Type: Combined Promotive and Entrance
Issued: July 17, 2018

Micki Callahan, Human Resources Director
Department of Human Resources
Recruitment ID: PBT-1326-088414
GSA - AI (415) 554-6107

Benefits

All employees hired on or after January 10, 2009 will be required (pursuant to San Francisco Charter Section A8.432) to contribute 2% of pre-tax compensation to fund retiree healthcare. In addition, most employees are required to make a member contribution towards retirement, ranging from 7.5%-13.25% of compensation. For more information on these provisions, please contact the personnel office of the hiring agency.

For more information about benefits, please click here.

 



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