City and County of San Francisco

Under general supervision, a Customer Service Agent Supervisor are responsible for supervising the work of customer service agent staff engaged in receiving and processing telephone calls from the general public requesting government services or information in a professional and courteous manner. Incumbents investigate and resolve escalated or difficult customer service complaints and calls from the general public. Incumbents participate in the recruitment hiring and training of Customer Service Agent staff, evaluate their performance and take disciplinary action when appropriate. The 311 Call Center operates 24 hours a day, 7 days per week. Incumbents must maintain a knowledge and understanding of policies and procedures for the 311 Call Center; operate a computer terminal; maintain the confidentiality of information; utilize a multi-screen computer system, mouse, phone system and headset while receiving call from the general public; 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.

The Customer Service Agent Supervisor class is the first level supervisory class in the Customer Service Agent class series. This class is distinguished from the Customer Service Agent class by its focus on supervision and investigating and resolving escalated or difficult customer service calls.

"The class specifications shall be descriptive of the class and shall not be considered as a restriction on the assignment of duties not specifically listed" (CSC Rule 109)

1. Plan, direct and coordinate 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.

2. Working with training staff, oversee the training of new employees in the proper use of communications and computer equipment, call taking functions and the implementation of program policies and procedures.

3. Plan and schedule customer service agent staff work assignments; and oversee the maintenance of attendance records for employees on assigned shift.

4. Evaluate the performance of and if necessary discipline customer service agent personnel.

5. Investigate and resolve escalated and difficult customer service complaints and calls from the general public; resolve related work and operational problems.

6. Receive 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 callers with the appropriate department's contact information, a transaction tracking number, and transfer the call to such department during high call volume periods.

7. Enter caller information into the Customer Relationship Management (CRM) application/software.

8. Prepare written documentation such as memos, correspondence and reports.

9. Monitor the operation and maintenance of telephone and computer equipment.

10. Perform special projects as directed by supervisor.

11. Recommend procedural and operational changes to superiors.

12. Perform other job related duties as assigned.

Knowledge of: telephone and computer systems; and methods and techniques needed to operate equipment utilized by the 311 Non-Emergency Call Center.

Ability to: direct, supervise, and evaluate the work of assigned personnel; investigate and resolve escalated and difficult customer service complaints and request for information or services from the general public; deal courteously, effectively and tactfully with the general public and others while using a voice telecommunication system; effectively work under pressure including calmly and effectively dealing with escalating or difficult calls; give instructions to Customer Service Agent staff about available City services and how to select appropriate services to meet the specific needs of callers; operate a computer terminal; listen, type, speak at the same time; speak with a pleasant and clear voice; work harmoniously and cooperatively with departmental staff and callers from a variety of cultural and socioeconomic backgrounds; respect the right of privacy and maintain confidentiality of callers; and to be attentive to, and accurately record details of calls and referrals; and prepare written documents in a clear, concise, accurate and understandable manner.

Any combination equivalent to experience and training that would provide the required knowledge, skills and abilities would be qualifying. A typical way to obtain the knowledge skills and abilities would be:

Three (3) years (6240 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

Three (3) years (6240 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.

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.