City of Tampa

This is responsible supervisory and professional work in support of the parking division.

An employee in this class serves as the supervisor of the parking division customer experience section. Tasks are of considerable difficulty and include planning, assigning, and reviewing day-to-day activities, as well as analyzing individual and team metrics. Under direction, the employee is required to exercise considerable initiative and independent judgment in developing and implementing work methods, procedures, goals for subordinate personnel, and work effectively with the public, municipal officials, and others. Employees must also apply specialized and/or technical knowledge and experience factors in the interpretation and completion of assignments in accordance with municipal and departmental rules, regulations, procedures, and ordinances.  Work is reviewed through conferences, observation, reports submitted, and results obtained.

Supervises the work of subordinates in performing assigned tasks; recommends employment, promotions, and other personnel actions; completes performance evaluations; approves leave and training requests; administers discipline if needed. 

Develops, implements, and maintains a quality assurance program to include performance standards metrics to measure productivity, effectiveness, performance and customer satisfaction. 

Defines, plans, coordinates and facilitates the customer training and outreach programs.

Participates in the planning, organizing, coordination, and completion of administrative, fiscal, and personnel activities; research, prepare, and coordinate resolutions, legal documents, and contract forms.

Establishes and promotes effective working relationships with the public, municipal officials, and other employees through diplomatic communication and processing of inquiries and complaints.

Collects data from various sources or through observation; compiles and assimilates as required for report preparation, etc.; conducts information searches of office files and other sources as required by the department; disseminates statistics and related data to public, other agencies, and city departments in order to provide information. In conjunction with other supervisory staff, assists in resolution of complex problems in accounts, payments, etc.; answers complaints regarding service or incorrect charges to recommend adjustments.

Performs related work as required.

Considerable knowledge of: rules, regulations, procedures, and functions related to parking services; municipal, state, and federal codes, ordinances, resolutions, and regulations; standard office practices, procedures, and equipment.

Working knowledge of: call center software tools; phone system hardware and software applications; on-line training tools for customer care staff; parking/utility billing systems, credit and collection practices, and other customer care applications; team dynamics, team building and diversity.

Ability to: handle customer service issues with sensitivity; serve multiple internal customers as well as all external customers; analyze information, solve problems, and make appropriate recommendations; prepare clear and concise reports and communicate effectively both orally and in writing; understand and follow complex oral and/or written instructions; plan, assign, supervise, and review the work of subordinate personnel; operate a personal computer and related software.

Graduation from an accredited college or university with an associate’s degree in business or public administration, or a related field and three (3) years of progressively responsible administrative or customer service experience with a minimum of one (1) year of supervisory experience;

 OR,  

An equivalent combination of education (not less than possession of a high school diploma/GED), training and experience that would reasonably be expected to provide the job related competencies noted above..

Possession of a valid Florida driver’s license required.