Customer Service Center Manager

Under the direction of the Deputy Town Managers or designee, performs a variety of administrative, technical, and customer service duties in support of the Town's centralized Customer Service Center. Provides comprehensive assistance to residents, businesses, and visitors by serving as the Town's primary front-facing customer service representative, ensuring a welcoming and efficient first point of contact and guiding individuals to appropriate departments, services, and municipal resources.

Independently performs a broad range of administrative, operational, and customer service support functions requiring substantial working knowledge of Town departments, services, procedures, and systems. Coordinates daily customer service workflows, promotes consistent service delivery standards, and assists with training and supporting staff in established customer service practices. Contributes to a centralized/shared services model by supporting departments with transactions, inquiries, administrative tasks, and general customer service functions.

Serves as a key operational resource to help maintain continuity, efficiency, and high-quality service across Town offices.

* Provide high-quality customer service to residents, businesses, and visitors in person, by phone, and electronically; respond to inquiries and direct customers to appropriate departments, services, or resources.

* Coordinate daily Customer Service Center activities to help ensure efficient workflow, service consistency, and prompt customer assistance.

* Maintain working knowledge of commonly utilized Town processes and services, including but not limited to DPW requests, Recreation and Youth Services programming, Treasurer/Collector transactions, Assessor inquiries, Human Resources processes, Purchasing procedures, Town Clerk services, and permitting functions.

* Assist customers with completing forms, applications, online processes, and scheduling; provide guidance on general Town procedures and refer complex matters to appropriate staff.

* Serve as liaison between the public and Town departments, facilitating communication and helping ensure timely follow-up on requests and inquiries.

* Provide guidance and support to staff on standardized customer service procedures, systems, and frequently utilized operational processes.

* Assistin developing, maintaining, and updating standard operating procedure sand customer service resources for centralized services.

* Provide administrative and operational support across departments as needed and on a limited basis, including temporary coverage for administrative functions during staff absences, peak workload periods, or departmental operational needs. Coverage assignments are limited to classification of the same or lower grade.

* Assist with intake, routing, and tracking of requests, applications, permits, service inquiries, and related documentation to ensure timely processing and coordination with appropriate staff.

* Perform data entry, scanning, indexing, electronic file management, and recordkeeping functions in accordance with Town policies and procedures.

* Assist with processing payments, issuing receipts, balancing transactions, and reconciling records in coordination with appropriate departments following established financial procedures.

* Operate standard office equipment and municipal software systems, including customer service platforms, permitting systems, and financial systems as applicable.

* Monitor Customer Service Center workflow and assist in recommending procedural improvements to enhance efficiency, consistency, and customer satisfaction.

* Provide support for public records requests withinscopeof knowledge and authorization.

* Collaborate with departments to support coordinated service delivery and centralized operations.

* Assist with Town events, communications, centralized service initiatives, and related administrative support activities as assigned.

* Assist in training for extended hours and coverage staff.

* Perform related duties as required.

Skills, Knowledge and Abilities

* Commitment to excellence in customer service and ability to interact effectively with a diverse…