Service Manager (Vacancy)

Definition

The City of Columbus Department of Neighborhoods is seeking a 311 Service Manager to lead our Customer Service Division. We're looking for an experienced leader to oversee all aspects of the 311 Service Center, including call center operations, staff management, and technology implementation. The ideal candidate is committed to public service and has a proven track record of improving service delivery and operational efficiency. This role requires a collaborative professional who can work seamlessly with various city departments to ensure timely, appropriate responses to resident inquiries. Join us in our mission to enhance the resident experience and help make Columbus an even better place to live.

Under general direction, is responsible for the management of the non-emergency 311 Service Center; performs other duties as required.

Examples of Work

(May not include all of the duties that may be performed.)

Directs and coordinates the operations of the 311 Service Center for the City of Columbus Metro Area; assists in planning and preparing the budget for the Service Center;

Monitors and reviews the activities of subordinate personnel engaged in answering citizens’ requests, taking complaints, initiating service requests, and contacting City departments/divisions; monitors calls taken by 311 Service Representatives for quality assurance;

Reviews, develops, and implements goals and objectives and customer service policies and procedures for the Service Center;

Plans and advises staff on public responses to new City programs, policies, and procedures;

Keeps the Department of Neighborhoods Director informed of all situations which could affect the accomplishment of department goals; researches and responds to difficult or non-routine customer service issues;

Serves as a liaison to the Mayor’s Office, other City departments, and City officials concerning non-routine and recurring customer service issues;

Maintains daily contact with all City departments served through the 311 Service Center;

Gathers statistical information from call tracking databases and researches and compiles reports on Service Center activities and operations required by management and/or government regulators;

Analyzes internal processes and implements procedures to improve operational efficiencies; develops performance metrics to establish expectations and evaluate personnel;

Develops operating procedures and work schedules for the Service Center, ensuring sufficient coverage at all times;

Evaluates personnel on performance, professionalism, and efficiency in handling volume and variety of calls; plans and conducts training for personnel; completes performance appraisals; takes corrective actions as needed;

Monitors, reviews, and evaluates the performance and operation of the Service Center equipment; makes recommendations to management on procedures and equipment to enhance services provided by the Service Center;

Represents the 311 Service Center at meetings with government officials, citizen groups, and professional organizations;

Stays abreast of current technology, new industry developments and standards, and Federal Communication Commission (FCC) regulations related to 311 Service Centers;

Makes necessary notification, or takes appropriate action, in the event of equipment malfunction or other emergency situations.

Minimum Qualifications

Possession of a bachelor’s degree and three (3) years of experience supervising or leading others in either customer service or call center representation. Substitution(s): Additional experience, as specified above, may be substituted for the required education on a year-for-year basis (thirty (30) semester/forty-five (45) quarter credit hours equal one (1) year).

Test/Job Contact Information

Recruitment #: 25-0441-V1

Employment Type: Full-Time (Regular)

Should you have questions regarding this vacancy, please contact:

Sabah Al

Department of Neighborhoods

Neighborhoods

1410 Cleveland Avenue

Columbus, Ohio 43211

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The City of Columbus is an Equal Opportunity Employer