Customer Service Supervisor (Customer Support Call Center)

POSITION SUMMARY

The Community Services Department seeks a Customer Service Supervisor for the Customer Support Center (Call Center).

This position plans, assigns, and reviews the work of Customer Service staff engaged in resolving questions and concerns from the community.

ESSENTIAL JOB FUNCTIONS

Essential functions are the basic job duties that an employee must be able to perform, with or without reasonable accommodation. The list of essential functions, as outlined herein, is intended to be representative of the tasks performed within this classification. The omission of a function does not preclude management from assigning essential duties not listed herein if such duties relate to the position.

• Manages and provides direct oversight for various computerized and electronic systems in order to adequately and effectively resolve customer concerns.
• Conducts research and manages special project requests though the utilization of various databases and physical records.
• Processes, distributes and takes action on any correspondence that requires a higher-level skill set.
• Evaluates, deescalates and resolves complex customer concerns and issues.
• Analyzes and updates department procedures for continued process improvement.
• Interviews candidates for employment.
• Performs related work as required

This is a classified position covered by the Personnel Rules. This is a Management Category IV position which includes five (5) additional Management Vacation Days and a Vehicle Allowance of $120/month.

JOB REQUIREMENTS, PREFERENCES & WORK ENVIRONMENT

MINIMUM JOB REQUIREMENTS: Associate's Degree. Five (5) years of complex customer service work experience. Two (2) years lead, senior and/or supervising experience. If claiming Veterans’ Preference, you must attach a copy of the DD214 Member 4 form (or other supporting claim documents) to your on-line application.
PREFERRED QUALIFICAITONS: Call center experience Strong focus on performance metrics such as first call resolution and call abandonment rates. Proficiency with CRM systems (Civic Plus or similar platforms).
As public servants, employees may be required to work immediately before, during, and/or after an emergency. All employees must be available and able to work assigned shifts as determined by their Department Heads.

PHYSICAL STANDARDS REQUIRED TO PERFORM ESSENTIAL JOB FUNCTIONS:
The position is generally sedentary. Employees sit most of the time but may walk or stand for brief periods of time. Position involves light physical demands, such as exerting up to 30 lbs. of force occasionally, and/or up to 20 lbs. of force frequently, and/or up to 10 lbs. of force constantly to move objects.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

HOW TO APPLY & SUPPLEMENTAL INFORMATION

Applicants who qualify will be subject to an extensive selection process and screening program, which may include, but not be limited to evaluation of training and experience; written test; interview; employment record, background check; medical examination; and drug screen. The expected duration of the selection process varies by position.

The City of Fort Lauderdale is an Equal Opportunity, Affirmative Action, inclusive employer and a Drug Free Workplace. The City of Fort Lauderdale does not discriminate based on age, citizenship status, color, disability, marital status, national origin, race, religion, sex, or sexual orientation. Veterans' preference per Florida law.
For technical support with your application, contact GovernmentJobs.com from 9 am to 9 pm EST, Monday to Friday, at (855) 524-5627 or emailsupport@governmentjobs.com . (Bold font to highlight the resource.)



The City of Fort Lauderdale offers a comprehensive benefits package to all regular full-time employees including vacation, holiday, and sick leave as well as medical, dental, vision, life and short-term disability insurance.

Click here for an overview of employment information including our benefits package.

Say "Hello" to the City of Fort Lauderdale and Say "Goodbye" to Your Student Loan!Under the U.S. Department of Education's Public Service Loan Forgiveness (PSLF) program, the remaining balance on your student loan may be forgiven after you have made 120 qualifying monthly payments while working full-time at the City of Fort Lauderdale. Click here for more information or to see if you qualify.

In addition to the competitive benefits package and salary, the City of Fort Lauderdale participates in the Florida Retirement System (FRS) which offers an investment option and a pension option and requires a 3% contribution from employees. All new City of Fort Lauderdale employees are automatically enrolled in FRS. Click here to view additional information on the Florida Retirement System.

Closing Date/Time: 3/1/2026 11:59 PM Eastern

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• City of Fort Lauderdale

• (954) 828-5300

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