1306 Customer Service Representative Supervisor
|Date Opened||10/15/2019 08:00:00 AM|
|Filing Deadline||10/29/2019 5:00:00 PM|
|Salary||$80,366.00 - $97,630.00/year|
|Job Type||Permanent Exempt|
APPOINTMENT TYPE: Permanent Exempt (PEX), this position is excluded by the Charter from the competitive Civil Service examination process and shall serve at the discretion of the Appointing Officer.
The City & County of San Francisco under the City Administrator’s Office will be opening a new one-stop Permit Center located in the City’s newest office building at 49 South Van Ness Ave. The City’s new 39,000 sq. ft. Permit Center will co-locate construction, business, and special events permitting services from different locations across the city into one centralized location and serve as the City’s primary public facing permitting service center. The Permit Center will include a new customer service team that will work alongside permitting staff from numerous departments including, Department of Building Inspection, Fire Department, Planning Department, Public Works, and other departments.
Under general supervision, 1306 Customer Service Representative Supervisors are responsible for supervising the customer service operations and work of customer service representatives in the Permit Center.
Plan, direct, and coordinate the work of customer service representatives engaged in receiving and processing queries from the general public for the purpose of obtaining City services or information.
Work with management to develop training and implement customer service operations, policies, and procedures.
Plan and schedule customer service representative work assignments; and oversee the maintenance of attendance records for employees on assigned shift.
Supervise the performance of customer service representatives engaged in receiving and processing queries from the general public requesting permitting services and information in a professional and courteous manner. Coach, develop, and evaluate their performance and if necessary take disciplinary action when appropriate.
Investigate and resolve escalated and difficult customer service issues from the general public; identify and resolve related work and operational challenges.
Assist with queries and calls from the general public requesting City services or information; identify the type of service being requested by listening, asking relevant questions, evaluating information obtained and determine the type(s) of City services available to successfully handle the request; provide customers with the appropriate department's contact information, relevant transaction tracking numbers, and provide appropriate transition to relevant department and staff during high volume periods, which may include physically walking the customer to another location within the building.
Enter or look up customer information or status of a city service into relevant computer applications/software systems and equipment. Maintain and monitor computer equipment and software.
Prepare written documentation such as memos, correspondence and reports.
Use reporting to monitor and track customer service operations; recommend procedures and solutions to improve operational performance.
Call together interdepartmental meetings to facilitate the sharing of information across departments to ensure a more seamless, friendly and efficient customer experience.
Perform special projects as directed by management.
- Perform other job related duties as assigned.
WORKING CONDITIONS: Incumbents must maintain a knowledge and understanding of permitting policies and departmental procedures; operate a computer terminal / kiosk; maintain the confidentiality of information; utilize and operate computers, mobile devices, phones, queue management systems and other computer software while assisting the public; serve as the backup for customer service representative staff during high volume periods. Stand, sit, or walk while providing in person customer service continuously for long periods of time. Incumbents will work rotating shifts. 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.
Three (3) years (6,240 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.
VERIFICATION: Applicants may be required to submit verification of qualifying education and experience at any point in the application and/or departmental selection process. Written verification (proof) of qualifying experience must verify that the applicant meets the minimum qualifications stated on the announcement.
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.
How To Apply
Applications for City and County of San Francisco jobs are only accepted through an online process. Visit www.jobaps.com/sf to register an account (if you have not already done so) and begin the application process.
- Click and select: 1306 Customer Service Representative Supervisor
- Select “Apply” and read and acknowledge the information
- Select either “I am a New User” if you have not previously registered, or “I have Registered Previously”
- Follow instructions on the screen
A resume and a cover letter highlighting any relevant experience is REQUIRED at the time of filing and must be attached to the online application. Late or incomplete submissions will not be considered. Mailed, hand delivered or faxed documents/applications will not be accepted.
1. To submit a RESUME using the online application:
- Select the “Resume” tab in the online application
- Follow instructions given on screen
2. To submit a COVER LETTER using the online application:
- Select the “Other” tab in the online application
- Choose “Upload” as your method of submittal
- Click on “Upload Attachment”
- Follow instructions given on screen
Computers are available for the public (from 8:00 a.m. to 5:00 p.m. Monday through Friday) to file online applications in the lobby of the Dept. of Human Resources at 1 South Van Ness Avenue, 4th Floor, San Francisco.
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, @sfpl.org, @dcyf.org, @first5sf.org).
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.
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 analyst at (415) 554-6000.
Applications will be screened for relevant qualifying experience. Additional screening mechanisms may be implemented in order to determine candidates’ qualifications. Only those applicants who most closely meet the needs of the Agency will be invited to participate in the selection process. Applicants meeting the minimum qualifications are not guaranteed advancement to the interview. Qualified applicants with disabilities requiring reasonable accommodation in the selection process must contact the Agency by phone at (415) 554-6000 or, if hearing impaired at (415) 554-6015 (TTY).
THE CITY AND COUNTY OF SAN FRANCISCO IS AN EQUAL OPPORTUNITY EMPLOYER. MINORITIES, WOMEN AND PERSONS WITH DISABILITIES ARE ENCOURAGED TO APPLY.
As a selected candidate 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 selected candidate. 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 a selected candidate, the hiring department will contact you to schedule a fingerprinting appointment.
Disaster Service Workers
General Information concerning City and County of San Francisco Employment Policies and Procedures: Important Employment Information for the City and County of San Francisco can be obtained at http://www.sfdhr.org/index.aspx?page=20 or hard copy at 1 South Van Ness Avenue, 4th Floor.
Copies of Application Documents: Applicants should keep copies of all documents submitted, as these will not be returned.
Right to Work: All persons entering the City and County of San Francisco workforce are required to provide verification of authorization to work in the United States.
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.