Customer Retention Supervisor supervises a staff of customer service representatives that process orders, prepare correspondence, and fulfill needs of existing customers that are at risk of cancelling services or orders. Addresses complaints with the goal of increasing satisfaction and securing renewals or saves. Being a Customer Retention Supervisor offers discounts or special deals as needed and within pre-established limits. May require a bachelor's degree in area of specialty. Additionally, Customer Retention Supervisor typically reports to a supervisor or manager. The Customer Retention Supervisor supervises a small group of para-professional staff in an organization characterized by highly transactional or repetitive processes. Contributes to the development of processes and procedures. Thorough knowledge of functional area under supervision. To be a Customer Retention Supervisor typically requires 3 years experience in the related area as an individual contributor. (Copyright 2024 Salary.com)
POSITION DESCRIPTION
The City of Rochester invites applications for the position of : 311 Customer Service Supervisor
Nature of Work
The 311 Customer Service Supervisor will be responsible for getting the City of Rochester's 311 program up and running while providing supervision to assigned 311 staff.
This position applies customer service and public relations skills; provides direct service to 311 callers and online / digital inquiries connecting them to City services, products, functions, and general information;
serves and assists customers and others who interact with the City of Rochester. In this role you will also get the opportunity to partner with many departments to answer the questions of the public in the best way possible.
2024 Starting Rate of Pay
$73,477 to $86,446 annually, with advancement to $103,734 annually.
Work schedule
The regular work schedule is Monday through Friday from 8 : 00 am to 5 : 00 pm.
Applications must be submitted by Sunday, April 28th at 11 : 59 PM.
DUTIES AND RESPONSIBILITIES
The work below is representative of the scope of work performed within this job classification. Individual job duties will vary based on work assignment or location.
initiate corrective action when appropriate.
Perform other duties as assigned or necessary
ESSENTIAL JOB FUNCTIONS
MINIMUM QUALIFICATIONS
Education and Experience
High school diploma or equivalent GED,
Five (5) years' experience providing customer service
Desirable qualifications
Experience leading and managing staff
Experience working with diverse populations.
Ability to speak a second language.
ADDITIONAL INFORMATION
The City of Rochester is committed to a community where all members feel a sense of belonging. We commit to recognizing the diversity of our community members, listening to ALL voices and providing equitable services to create an inclusive place to live, play and work.
We believe EQUITY should be at the center of all our work. We strive to represent our community in our teammates, as we know that diverse and inclusive teams are more innovative, and have an empowering impact on the work, progress and culture of our community.
It takes us all working together. EMPLOYEE BENEFIT AND RETIREMENT SUMMARY 01 The following supplemental information may be used as a scored evaluation of your knowledge, skills and experience.
Be certain that the choices you make correspond to the information you have provided in your application and resume. By completing this supplemental questionnaire you are attesting that the information you have provided is true and accurate.
Any information provided may be reviewed by the hiring manager. Any misstatements or falsification of information will eliminate you from consideration or may result in dismissal.
Do you understand and agree with this statement?
02 What is your preferred name? 03 Which of the following best describes your highest level of education completed?
04 How many years of experience do you have providing customer service?
05 Which of the following best describes your years of experience overseeing and directing the activities performed by other staff :
06 Did your experience overseeing and directing the activities performed by staff or volunteers include any of the following? (select all that apply)
07 Describe an example of when you have successfully led or trained coworkers in their completion of required training, work collaboration, or workload allocation.
08 Are you able to understand and speak any languages other than English? Note : Generally, this does not include taking a language course(s) in a school setting.
Answering "yes" indicates that you can fluently communicate in a language other than English.
09 Which of the following software programs are you at proficient in using (select all that apply) :
10 OTHER QUALIFICATIONS : Describe any other special training you've completed or skills and experience you currently possess that you feel would make you the best-qualified person for this position.
11 CONDITIONS OF EMPLOYMENT : If selected as a finalist, are you willing to undergo a background investigation which may include, but not limited to : verification of employment and educational records, identification verification, driver's license record and a criminal history?
Required Question
Last updated : 2024-04-23
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