Supervisory Customer Service Representative
DC Department of Human Resources, Washington, District of Columbia, United States
Job Summary
This position is located in the Office of Unified Communications (OUC), 311 Citywide Call Center. The mission of the Office of Unified Communications (OUC) is to provide accurate, professional, and expedited service to the citizens and visitors of the District of Columbia.
The Supervisory Customer Service Representative is responsible for serving as the first-line Supervisor within the 311 Call Center Operations. The position is responsible for overseeing, directing, and developing Customer Service Representatives (CSRs) in a high volume, multi-channel service environment. The incumbent provides day‑to‑day leadership, assigns and monitors work, delivers ongoing coaching and training, and ensures staff adhere to established performance standards, operating procedures, and customer service protocols.
Duties & Responsibilities Supervises non‑emergency city‑wide call service employees who are involved in providing programmatic, analytical, and evaluative support to the Mayor's Citywide 311 Call Center. Reviews assignments received, indicates priorities, and distributes and balances the workload among the staff in accordance with established guidelines and practices to assure timely accomplishment of the work. Makes needed adjustments to workload throughout assigned shifts. Instructs staff in task and/or job techniques as necessary. Provides on‑the‑job training to new employees and provides training on new equipment and/or procedures to all assigned employees. Makes available any needed written instructions/manuals/guidance materials and supplies to ensure workers have all items needed to complete work successfully. Reports to supervisor any needed training for employees. Assigns, directs, and reviews the work of subordinate staff; administers leave and attendance; evaluates staff performance; recommends disciplinary actions; plans, schedules and coordinates work operations to achieve optimal combination of employees and assignments; negotiates and troubleshoots employee concerns, grievances, and other matters involved in the daily administration of labor‑management concerns. Provides leadership, coaching, and development to CSRs and Team Leads. Conducts regular group and one‑on‑one meetings with team members to provide feedback, address concerns, and set goals. Stays up to date on OUC policies, union agreements, DPM, and DC council legislation. Monitors calls, adhancement, and overall performance of the team. Identifies and implements training and development opportunities for CSRs and Team Leads. Works with Operations Manager to liaise with partner agencies. Resolves escalated customer issues. Contributes to the development and implementation of customer service policies and procedures. Represents the customer service department in meetings and presentations.
Qualifications & Education Specialized experience:
Experience which is directly related to the position which has equipped the individual with the knowledge, skills, and abilities to successfully perform the duties of the position. To be creditable, the incumbent must possess at least one (1) year of specialized experience equivalent to the next lower grade level in the normal line of progression.
Working Conditions/Environment The work involves everyday risks or discomforts that require normal safety precautions typical of such places as offices and training rooms. The work is performed in an office or call floor setting.
Other Significant Facts Tour of Duty:
Schedule hours vary. This position is designated as Emergency (essential personnel). The incumbent may be required to either report to work, stay at work or telecommute when the government is closed, when employees are dismissed early, when there is a declared emergency or during a period of non‑emergency as the duties performed by this position are critical to continuity of government operations.
Duration of Appointment:
Management Supervisory Service (at‑will)
Promotion Potential:
No known promotion potential
Pay Plan, Series and Grade:
MS-0301-11
Collective Bargaining Unit:
This position is not in the collective bargaining unit.
Position Designation:
This position has been designated as Security Sensitive therefore the incumbent of this position will be subject to enhanced suitability screening pursuant to Chapter 4 of DC Personnel Regulations, Suitability and as such, incumbents of this position shall be subject to criminal background checks, background investigations, and mandatory drug and alcohol testing, as applicable.
Emergency Position:
This position is designated as Emergency or Essential pursuant to Chapter 12 of the D.C. personnel regulations, Hours of Work, Legal Holidays, and Leave.
Residency Preference:
Applicants claiming "Residency Preference" will be required to maintain residency in the District of Columbia for a minimum of (7) years. Failure to do so may result in forfeiture of employment.
Equal Employment Opportunity The District of Columbia Government is an Equal Opportunity Employer. All qualified candidates will receive consideration without regard to race, color, sex (including pregnancy), national origin, religion, age, marital status, personal appearance, sexual orientation, gender identity or expression, family responsibilities, matriculation, political affiliation, genetic information, disability, status as a victim or family member of a victim of domestic violence, a sexual offense, or stalking, or any other legally‑protected status within the limits imposed by applicable District and federal laws and regulations.
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This position is located in the Office of Unified Communications (OUC), 311 Citywide Call Center. The mission of the Office of Unified Communications (OUC) is to provide accurate, professional, and expedited service to the citizens and visitors of the District of Columbia.
The Supervisory Customer Service Representative is responsible for serving as the first-line Supervisor within the 311 Call Center Operations. The position is responsible for overseeing, directing, and developing Customer Service Representatives (CSRs) in a high volume, multi-channel service environment. The incumbent provides day‑to‑day leadership, assigns and monitors work, delivers ongoing coaching and training, and ensures staff adhere to established performance standards, operating procedures, and customer service protocols.
Duties & Responsibilities Supervises non‑emergency city‑wide call service employees who are involved in providing programmatic, analytical, and evaluative support to the Mayor's Citywide 311 Call Center. Reviews assignments received, indicates priorities, and distributes and balances the workload among the staff in accordance with established guidelines and practices to assure timely accomplishment of the work. Makes needed adjustments to workload throughout assigned shifts. Instructs staff in task and/or job techniques as necessary. Provides on‑the‑job training to new employees and provides training on new equipment and/or procedures to all assigned employees. Makes available any needed written instructions/manuals/guidance materials and supplies to ensure workers have all items needed to complete work successfully. Reports to supervisor any needed training for employees. Assigns, directs, and reviews the work of subordinate staff; administers leave and attendance; evaluates staff performance; recommends disciplinary actions; plans, schedules and coordinates work operations to achieve optimal combination of employees and assignments; negotiates and troubleshoots employee concerns, grievances, and other matters involved in the daily administration of labor‑management concerns. Provides leadership, coaching, and development to CSRs and Team Leads. Conducts regular group and one‑on‑one meetings with team members to provide feedback, address concerns, and set goals. Stays up to date on OUC policies, union agreements, DPM, and DC council legislation. Monitors calls, adhancement, and overall performance of the team. Identifies and implements training and development opportunities for CSRs and Team Leads. Works with Operations Manager to liaise with partner agencies. Resolves escalated customer issues. Contributes to the development and implementation of customer service policies and procedures. Represents the customer service department in meetings and presentations.
Qualifications & Education Specialized experience:
Experience which is directly related to the position which has equipped the individual with the knowledge, skills, and abilities to successfully perform the duties of the position. To be creditable, the incumbent must possess at least one (1) year of specialized experience equivalent to the next lower grade level in the normal line of progression.
Working Conditions/Environment The work involves everyday risks or discomforts that require normal safety precautions typical of such places as offices and training rooms. The work is performed in an office or call floor setting.
Other Significant Facts Tour of Duty:
Schedule hours vary. This position is designated as Emergency (essential personnel). The incumbent may be required to either report to work, stay at work or telecommute when the government is closed, when employees are dismissed early, when there is a declared emergency or during a period of non‑emergency as the duties performed by this position are critical to continuity of government operations.
Duration of Appointment:
Management Supervisory Service (at‑will)
Promotion Potential:
No known promotion potential
Pay Plan, Series and Grade:
MS-0301-11
Collective Bargaining Unit:
This position is not in the collective bargaining unit.
Position Designation:
This position has been designated as Security Sensitive therefore the incumbent of this position will be subject to enhanced suitability screening pursuant to Chapter 4 of DC Personnel Regulations, Suitability and as such, incumbents of this position shall be subject to criminal background checks, background investigations, and mandatory drug and alcohol testing, as applicable.
Emergency Position:
This position is designated as Emergency or Essential pursuant to Chapter 12 of the D.C. personnel regulations, Hours of Work, Legal Holidays, and Leave.
Residency Preference:
Applicants claiming "Residency Preference" will be required to maintain residency in the District of Columbia for a minimum of (7) years. Failure to do so may result in forfeiture of employment.
Equal Employment Opportunity The District of Columbia Government is an Equal Opportunity Employer. All qualified candidates will receive consideration without regard to race, color, sex (including pregnancy), national origin, religion, age, marital status, personal appearance, sexual orientation, gender identity or expression, family responsibilities, matriculation, political affiliation, genetic information, disability, status as a victim or family member of a victim of domestic violence, a sexual offense, or stalking, or any other legally‑protected status within the limits imposed by applicable District and federal laws and regulations.
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