Customer Service Supervisor - Parking & Shared Mobility

About

Are you Richmond R.E.A.D.Y ? R spect. E quity. A ccountability. D iversity…
YOU !!!

This is an EXCITING time to Join the City of Richmond! We are committed to nurturing talent, fostering growth opportunities, and building strong connections within our workforce. As we continue to make strides to becoming the employer of choice, we are thrilled about the below employee benefit enhancements:

• Virginia Retirement System (VRS)
• Language Incentive
• Referral Bonus
• Tuition Assistance Program

The City of Richmond Department of General Services is seeking highly qualified candidates to fill the position of Customer Service Supervisor
. The incumbent will supervise employees' front‑line customer service activities, parking management services, resolve conflicts with customers and provide citizen assistance, and revenue processing. Incumbents provide supervision to customer service personnel, handle escalated complaints from citizens, and provide complex account research. Work may include establishing and interpreting policies and procedures; managing customer flow; preparing monthly reports; conducting training sessions; approving payment reversals;

processing or overseeing daily deposits; performing payment research for customers; assisting with customer traffic; auditing and validating daily receipts; researching errors; and opening/closing the office.

• Planning, managing and evaluating routine and special customer service operations for the Parking and Shared Mobility Division;
• Developing policies and procedures for assigned customer service personnel;
• Hiring, training and evaluating personnel in investigating and resolving customer service queries and complaints;
• Preparing, reviewing and analyzing fiscal, budget, and operational reports regarding services and operations of the department to other staff and managers;
• Maintaining accurate City records and documents for the Parking and Shared Mobility Division;
• Authorizing the purchase of and coordination of maintenance of equipment;
• Resolving conflicts with customers escalated from staff members;
• Other related duties as assigned. City of Richmond Public Works employees who work in this class are considered essential personnel and will be required to work during declared emergencies and major weather events.

• Associate's degree in business, accounting, or a related field;
• Three years of paraprofessional customer service experience, including handling escalated complaints, researching account errors, and processing payments and account adjustments;
• Supervisory experience is preferred;
• An equivalent combination of training and experience (as approved by the department) may be used to meet the minimum qualifications of the classification.

• Three (3) years of customer service;
• One (1) year of lead or supervisory experience;
• One (1) year of Microsoft Office Suite experience is preferred;
• Experience in working in Parking Operations;
• Experience working with Clancy Systems;
• Bachelor's degree in business, accounting or related field.

• None required

• Best practices in call centers;
• Customer service policies and procedures;
• Account reconciliation;
• Research and auditing practices as related to customer service activities;
• Correct money handling processes;
• Banking/financial and credit transactions, including pulling credit card reports;
• Correct tools to recognize counterfeit money;
• Cash management practices and procedures;
• Standard office equipment;
• City's services or products and who performs them;
• Related City databases.

• Computer proficiency and technology skills including Microsoft Office Suite, Oracle based systems, CIS system, etc.;
• Oral, written, and interpersonal communication;
• Negotiation;
• Conflict resolution;
• Researching and evaluating;
• Customer service;
• People management;
• Leadership and team building.

• Multi-task;
• Listen attentively;
  
  Problem solve;
• Manage time effectively;
• Maintain the integrity of time sensitive…