Customer Service Supervisor

About the role

The purpose of this classification is to supervise the customer service staff and daily operations of LFUCG's call center.

Responsibilities

• Supervises, schedules, and evaluates the work of the LexCall staff
• Compiles data and prepares reports on performance and productivity
• Communicates with internal and external parties as appropriate
• Acts as liaison to other divisions to foster better working relationships
• Serves as payroll and purchasing coordinator, and as insurance coordinator
• Serves as Staff Coordinator in EOC Exercises
• Performs the essential functions of Customer Service Specialist, Customer Account Specialist, and Customer Account Specialist Sr. as needed
• Performs related work as assigned

Requirements

Minimum qualifications:

• Bachelor's degree in a field related to the job
• Four years of related experience, of which one year must be in a supervisory capacity
• Additional years of related education may substitute for years of experience
• Additional years of related experience may substitute for years of education

Special requirements:

• All positions require drug testing and background check before employment and may require a post‑job offer physical as stated in Ordinances 21‑14(b), 22‑13 and 23‑16
• Employees in this job classification are designated as Emergency personnel for inclement weather purposes; they are expected to report to and/or remain on duty regardless of any inclement weather‑related decision affecting the work schedule, unless released by the Mayor or CAO
• In the rare event of a non‑weather‑related emergency or other unforeseen conditions where the EOC is activated, employees become EOC call takers and may be required to extend their work hours or be called back to work during non‑scheduled work hours
• Employees who are required to extend their work hours shall have the additional hours added to their normal work hours, and if exempt, may be qualified to receive comp time
• Employees who are called back to work during non‑scheduled work hours and are able to return to work shall be compensated for all hours worked, beginning at the time they leave for work, by pay or applicable comp time for a minimum of two (2) hours
• Must complete National Incident Management System (NIMS) training courses

Benefits

Lexington‑Fayette Urban County Government offers an outstanding benefits package. Links to our most popular benefits are below: Health and wellness benefits; Paid and unpaid time off benefits; Direct deposit is required of all employees.

Pay

The minimum salary is $56,754.88 annually. This position is not eligible for overtime (exempt); however, the city has a compensatory time leave program for employees that grants leave time for hours worked in excess of 40 hours. Pay Grade 520.

Filing deadline: Monday, Sept. 21, 2026.