Supervisor, Customer Service

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Requisition :4325
Affiliation: Exempt
Position Type: Permanent Full Time
Number of Openings: 1
Bi-weekly

Working Hours:

70 hours bi-weekly
Shift/

Work Schedule:

Monday - Friday
Department/ Branch: Community Services, Customer Service
Job Location:Fort Mc Murray

Starting Salary Range*:$ - $ (Pay Band G)
COLA:Bi-Weekly - $480

* The Municipality offers a competitive compensation package, including an attractive base salary, excellent benefits, retirement plans, and more. The starting salary for this position is within the range listed above and will be dependent upon the qualifications and experience of the successful candidate.

We strive to make our hiring process accessible to all candidates. If you require accommodation for the interview or any other part of the application process, please let us know.

Be the difference in someone’s day.

At the heart of the Regional Municipality of Wood Buffalo, our Community Services team is all about people. Whether you’re supporting the RCMP, building partnerships, or answering resident inquiries through Pulse, you’re helping create safe, connected, and thriving communities. We’re united by one purpose: serving people and strengthening the region.

If you're passionate about making a real difference and want to be part of a collaborative team that supports every corner of the municipality, this is your opportunity to help build a better tomorrow.

The Customer Service Supervisor is responsible for leading the customer service team to ensure consistent and exceptional customer service delivery. This includes providing daily leadership and direction for a full range of municipal services accessed by the public, the operation of Pulse communication platforms, Vehicle for Hire programming services, bylaw dispatch and administrative services, and in-person service and payment processing. The supervisor coaches and mentors employees;

resolves escalated inquiries; and collaborates with municipal departments to identify, support, and implement continuous improvement and service excellence at the Municipality. Primary responsibilities include:

Responsible for the recruitment, scheduling, and performance of the customer service team. Ensures employees have the necessary training, information, processes, guidelines, and tools to maintain a high level of service for internal and external customers. Ensures employees are managed fairly and consistently and that work processes are followed and coordinated to optimize service levels. Ensures workload is planned and balanced and workforce utilization is optimized.

Mentors, coaches, and provides support to staff. Coordinates enhanced customer service delivery during regional emergency events.

Directly oversees the full range of municipal services provided by the Customer Service Department. Acts as a departmental advisor to provide technical and functional guidance and resolves escalated inquiries. Ensures municipal policies, procedures, and practices are consistently and effectively communicated and adhered to, including cash handling and safety protocols.

Maintains financial controls to effectively handle cash transactions. Ensures transfers of petty cash and floats are appropriately conducted and reported. Completes deposit verifications prior to armored vehicle pickups and as needed for internal purposes. Supports auditing activities as required.

Oversees customer service workflow review and customer service software platform maintenance. Oversees the response and troubleshooting of technology service disruptions. Ensures the regular review and updating of relevant standards and procedures. Ensures maintenance of records, databases, documents, and statistical reports. Provides reporting metrics relating to inquiries (themes, volume, etc.).

Under the guidance and direction of the Manager, participates in the continuous research, development, improvement, and implementation of effective strategies, tools, processes, and guidelines for customer service…