1306 Customer Service Representative Supervisor, Permit Center

Recruitment #PBT-1306-107819

Introduction

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

POSITION DESCRIPTION:
Under general supervision, a Customer Service Representative Supervisor is responsible for supervising the customer service operations and work of customer service staff engaged in receiving and processing queries on site from the general public requesting government services and information in a professional and courteous manner. Incumbents investigate and resolve escalated or difficult customer service issues from the general public. Incumbents participate in the recruitment hiring and training of Customer Service Representative staff develop and evaluate their performance and take disciplinary action when appropriate. Incumbents must maintain a knowledge and understanding of policies and departmental procedures; operate a computer terminal/kiosk; maintain the confidentiality of information; utilize and operate computers, mobile devices, phones, queue management and other computer software while assisting the public; serve as the backup for customer service representative staff during high volume periods.

Working Conditions:
The nature of the work may involve working during unpredictable periods of pressure and stress with high customer volume. Customer Service Representative Supervisor work a rotating shift that may include evening, 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

Experience:
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.

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.

  • Prior experience in construction and special events permitting services.
  • Public sector supervisory experience of customer service operations
  • Understanding of work force management practices and quality assurance programs

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.

  • Select the desired job announcement
  • 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

In line with the Official Public Health Order to slow the spread of COVID-19, “shelter-in-place” has been issued for all San Francisco residents that is expected to be in effect until further notice.  As a result, Department of Human Resources (DHR)’s office (located at 1 South Van Ness Avenue, 4th Floor, San Francisco, CA 94103) is currently closed to the general public. If you have any questions, please feel free to email the Human Resources Analyst listed on this announcement. 

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, @famsf.org, @ccsf.edu).

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 exam analyst, Angie Ignao, by telephone at 415-554-6107, or by email 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 Plan

Minimum Qualification Supplemental Questionnaire (Weight: Qualifying):
Candidates will be prompted to complete a Supplemental Questionnaire as part of the online employment application. This Minimum Qualification Supplemental Questionnaire is designed to obtain specific information regarding an applicant's experience in relation to the Minimum Qualifications for this position. Applicants must also complete the official application. It is essential that applicants provide complete information in identifying their education, experience and training. The Minimum Qualification Supplemental Questionnaire will be used to evaluate if the applicant possesses the required minimum qualifications.

Written Multiple Choice Exam (Weight: 100%)
Candidates deemed eligible will be invited to the participate in a written multiple choice examination. The written multiple choice examination is designed to measure knowledge, skills and/or abilities in job-related areas which may include, but is not limited to the following: supervisory ability, human relations ability; ability to investigate and resolve escalated and difficult customer service issues and requests for information or services; ability to effectively work under pressure including calmly and effectively resolving escalated or difficult situations; ability to ask appropriate questions; ability to approach members of the public; ability to respect the right of privacy and maintain confidentiality of customers; ability to operate phones, computers and electronic devices; oral and written communication ability.

This is a standardized examination and, therefore, test questions and test answers are not available for public inspection or review.

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/Score Report
A confidential eligible list of applicant names that have passed the civil service examination process will be created, and used for certification purposes only. An examination score report will be established, so applicants can view the ranks, final scores and number of eligible candidates. Applicant information, including names of applicants on the eligible list, shall not be made public unless required by law. However, an eligible list shall be made available for public inspection, upon request, once the eligible list is exhausted or expired and referrals resolved. The eligible list/score report resulting from this civil service examination process 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 6 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/score report 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 https://sfdhr.org/sites/default/files/documents/ASO-Level-Chart.pdf?documentID=21246.

Medical Examination:
Prior to appointment, candidates must successfully pass a medical examination to determine his/her ability to perform the essential functions of the job and/or the ability to meet the physical minimum requirements.

Conviction History

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

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

Requests:

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

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 seniority credit can be found at: http://www.sfdhr.org/index.aspx?page=20#senioritycredit

Terms of Announcement:
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.

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.

EXAM TYPE: COMBINED PROMOTIVE AND ENTRANCE
Issued: January 6, 2021

Carol Isen, Acting Human Resources Director
Department of Human Resources
Recruitment ID No: PBT-1306-107819
ADM/CAHR- 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.

 


Click on a link below to apply for this position:

Fill out the Supplemental Questionnaire and Application NOW using the Internet.
View and print the Supplemental Questionnaire. This recruitment requires completion of a supplemental questionnaire. You may view and print the supplemental questionnaire here.

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