Citizen Services Supervisor (311 Contact Center)

The purpose of the class is to work in an advanced leadership capacity to supervise daily operations for the 311 Citizens Contact Center. The class works under general supervision, independently developing work methods and sequences.

About the Role

• Minimum Requirements:
  • Associate’s degree in business or public administration, communication, public relations or a related field.
  • A minimum of three (3) years full-time equivalent customer service experience, including direct customer contact, problem identification and resolution.
  • A minimum of one (1) year of supervisory experience required.
  • Thorough knowledge of Microsoft Office software is required.
  • A Bachelor’s degree is preferred.
  • A combination of education and experience may be considered for this position.
• Additional Requirements:
  • Requires effective communication with internal and external customers.
  • Requires working a flexible schedule to include evenings, weekends, and some holidays.
  • May require working beyond a standard 40-hour work week.
  • The incumbent will be considered “essential personnel” during City emergency situations or at the direction of the City Manager which may include long hours and unusual schedules.

Qualifications

Requires effective communication with internal and external customers.
Requires working a flexible schedule to include evenings, weekends, and some holidays.
May require working beyond a standard 40-hour work week.
The incumbent will be considered “essential personnel” during City emergency situations or at the direction of the City Manager which may include long hours and unusual schedules.

Benefits

Overview
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Summary
This is a summary of benefits associated with permanent, full-time positions.
Benefits associated with other positions can be found with specific job listings.
Benefits begin on the 1st of the month following one full calendar month of employment in the following benefit plans:
Sentara Health Medical Insurance
OptumRx Delta Dental Insurance
Anthem Blue View Vision
FSA Reimbursement accounts
Standard: Accident and Critical Illness
Trust Mark Universal Life Insurance
Legal Resources Plan
Virginia 529
Mission Square: 457 / Roth IRS / Roth 457 (b) IRA
Employees begin accruing annual and sick leave immediately.
Other forms of leave include:
Maternity Leave
Parental Bonding Leave
Care for Sick Parent Leave
Birthday Leave
Personal day (available every quarter)
The Eleven Paid Holidays Each Year Include New Year's Day
Martin Luther King, Jr. Day
President's Day
Memorial Day
Juneteenth Day
Independence Day
Labor Day
Veterans' Day
Thanksgiving Day
Christmas Day
Employee's birthday
A tax deferred retirement plan 457 is offered through the ICMA Retirement Corporation. An after-tax retirement plan, Roth IRA, is offered through the ICMA Retirement Corporation (1-800-669-7400). For more information, see the VRS website.
Group life insurance is offered through the VRS and the carrier is the Minnesota Life Insurance Company.
Tax deferred retirement plan 457 is offered through the ICMA Retirement Corporation (1-800-669-7400). For more information, see the ICMA-RC website.
Training and Career Development: The Employee Education Assistance Program (EEAP) encourages employee development through (1) educational programs leading to a degree, (2) skilled craft or trade training leading to a certificate or license and (3) coursework to renew and update skills. Eligibility criteria apply. In addition, the City offers training opportunities in technological, leadership, supervisory, and other areas of government/business knowledge and skill development.
Medical/Dental and Dependent Care Reimbursement Accounts are offered on a pre-tax basis in order to reduce the amount of tax the employee pays.
The Employee Assistance Program (EAP) is confidential and personal counseling service for the employee and their immediate family (757-363-6777, 1-800-899-8174 or Sentara EAP website.)
Direct deposit into most banks is a convenient finance feature.
Savings bonds are available to the City's workforce.
Employees are covered for Workers' Compensation where appropriate.

Contact Information

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