Customer Service Supervisor

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Customer Service Supervisor
Full-time position available with the Water Department - Consumer Services Division
Location: 4800 E. 63rd St.
Pay: $22.52-$33.78 per hour

Schedule: Monday-Friday, 8:00 a.m.-5:00 p.m.
Application Deadline: April 24, 2026


Responsibilities

What you'll do

• Supervise and support a team of 12-15 call center employees to ensure accurate, professional, and policy-compliant customer service
• Monitor customer calls and interactions to evaluate quality, accuracy, and adherence to procedures, using feedback to improve performance and service outcomes
• Resolve escalated customer issues and coordinate with other departments to ensure timely, effective solutions
• Review customer account records for accuracy and recommend corrective actions when issues are identified
• Plan, assign, and direct daily work while adjusting procedures to improve workflow efficiency and service delivery
• Hire, train, coach, and develop employees while carrying out supervisory responsibilities in accordance with organizational policies, labor agreements, and applicable laws

What success looks like

• Customer inquiries and complaints are handled accurately, professionally, and resolved efficiently
• Call center staff meet quality, productivity, and customer service expectations
• Escalated issues are resolved with minimal repeat contact and clear documentation
• Performance data and reports are accurate, timely, and used to guide coaching and improvement
• A positive, respectful team environment is maintained with effective communication and issue resolution

What you get

• Competitive hourly pay with a clearly defined salary range
• Stable weekday schedule that supports work-life balance
• Leadership role with direct impact on customer experience and team performance
• Long-term job stability in an essential public service organization
• Opportunities to grow supervisory, coaching, and operational leadership skills

Why this role matters
Customer Service Supervisors ensure residents receive accurate information, fair resolutions, and respectful service when interacting with the Water Department. Strong leadership in this role helps build trust with the public while supporting employees and maintaining operational consistency.
What you'll bring

• Experience supervising or leading customer service or call center staff
• Ability to coach employees, address performance issues, and conduct feedback sessions
• Strong problem-solving skills to resolve customer concerns and employee issues effectively
• Clear written and verbal communication skills for reports, instructions, and grievance responses
• Ability to manage performance tracking, payroll processing, and administrative documentation

Qualifications

REQUIRES an accredited Bachelors degree in business or public administration or a related area and 2 years of responsible customer service experience; OR an equivalent combination of education and responsible customer service experience (experience substitution for education must be at the level of Customer Service Representative or higher).


Other Information

Military veterans encouraged to apply

Why You'll Love Working with Us - Core Employee Benefits (Benefits offered to all permanent employees unless otherwise specified)

Comprehensive Health Coverage
Affordable medical, dental, and vision plans with multiple options and low employee contributions.

Generous Paid Time Off
Enjoy vacation, sick leave, and 13 paid holidays-with accruals that grow the longer you're with us.

Secure Retirement Planning
City-funded pension plan plus an optional 457 savings plan to help you build long-term financial security.

Support for Life's Big Moments
Paid parental and bereavement leave to help you navigate major life events with peace of mind.

Tuition Assistance
Get reimbursed for eligible education expenses-invest in your future while you work.

Income Protection
Short- and long-term disability coverage options to safeguard your earnings.

Life Insurance Provided
City-paid life insurance with the option to add more coverage for extra peace of mind.

Community Volunteer Leave
Take up to 8 hours annually to give back to causes you care about.

Want the Full Picture?
Click here for a complete benefits summary.

URGENT!!! CRITICAL RECRUITMENT INFORMATION

Applications and/or resumes are evaluated on the information received by the application deadline. Please ensure that your application or resume clearly demonstrates how you meet the minimum qualifications for the position for which you are applying, this includes providing all relevant educational dates and a detailed description of relevant work experience, including months/years of employment. Applications and/or resumes may not be considered if information is incomplete.

In order for a resume to be used in lieu of an application the resume must have been submitted online via the City's Applicant Tracking System.

Positions requiring a high school diploma/GED certificate must be obtained from a school/program accredited by the Department of Education and recognized by the U.S. Secretary of Education.

The minimum education requirement for positions that allow for experience equivalency for an accredited degree is a high school diploma. Unless otherwise specified, an accredited degree must be obtained from a college or university listed with the U.S. Department of Education and recognized by the U.S. Secretary of Education.
For positions with a salary grade of EX6 or higher that require an accredited degree, qualifying professional experience must be obtained AFTER the accredited degree is obtained.
Successful completion of a pre-employment criminal history/background check is required for all positions. Some positions require a post offer drug screen and/or physical.

If appointed, non-residents must obtain residency inside Kansas City, Missouri's city limits within nine months.

The City of KCMO is an equal opportunity employer that values diversity and inclusion in the workplace. The City is committed to providing a workplace environment for its employees and citizens free from discrimination based on race, color, sex (including pregnancy), national origin, religion, age, disability, marital status, genetic information, sexual orientation, or gender identity. For more information, please see our EEO Policy

The City of KCMO is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please call 816-513-1908 or send an e-mail to accommodations@kcmo.org .

If claiming military veterans' preference points, you must attach a copy of your DD-214 or a DD-256 (for reservists). To claim veterans' points you must have served 180 days of regular active duty service and be discharged or released under honorable conditions during peacetimes or 90 days of active duty service, one (1) day during "wartime" and a last discharge or release under honorable conditions. (DOD) 38 U.S. Code • 4211).

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• City of Kansas City

• 816-513-1903

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