Manager Of Customer Service

The City of Port Colborne, located on the south coast of the scenic Niagara region, Niagara’s Port of Call has found the perfect balance – successful industrial and commercial sectors, comfortable and scenic residential areas, white sand beaches, unique culinary choices, the world class Sugarloaf Marina, fishing, golfing, trails, shopping districts along the historic Welland Canal – truly a community that adds to the overall Niagara Experience. A great place to work and raise a family!

Reporting to the Director of Corporate Services, the Manager of Customer Service is responsible for the supervision and ongoing development of departmental customer and administrative services by ensuring quality service provision through highly trained professional staff and process improvement.

This position is responsible for the development of policies, procedures and strategies as well as the management of customer service issues. The Manager leads staff by providing daily support and leadership to ensure effective and efficient delivery of customer services offered by the Corporate Services Department. The Manager is responsible for developing methods to continually enhance the quality of service delivery, providing data to operational managers and supervisors, resolving escalated complaints and ensuring appropriate training material is provided to front line staff.

Main responsibilities include, but are not limited to:

• Assist Customer Service staff with general administrative duties, as required.
• Receive telephone calls and respond to general inquiries.
• Select, train, motivate, and evaluate customer service personnel; provide or coordinate staff training; work with employees to correct deficiencies; implement discipline and termination procedures.
• Provide supervision and direction to the Customer Service Clerks, including scheduling, performance management, training and development.
• Perform administrative duties for Committees of Council and special interest groups including, maintaining financial records, preparing minutes, correspondence and promotional materials, coordinating meetings and special functions, and research and compilation of data, as required.
• Other duties as assigned.
• Serve as the liaison for the Customer Service Division with other divisions, departments, and outside agencies; negotiate and resolve sensitive and controversial issues.
• Develop, implement and maintain a Corporate Customer Service Plan consistent with the City’s Strategic Plan to maximize customer satisfaction, including ongoing analysis of data, trends, issues and gaps.
• Responsible for administration of certificates of insurance and maintaining records of letters of credit and other salient City agreements, including maintaining the database.
• Attend department management staff, Committees of Council, and special interest group meetings, for the purpose of taking minutes, as required.
• Provide support to staff, as the CityWide subject matter expert, including training and responding to inquiries.
• Responsible for the general office administration of the Department including but not limited to report writing, research, minute taking, correspondence, safe keeping of confidential information and filing, mail and courier, as well as maintain City supplies as required and building access.
• Coordinate and provide administrative support for special events.
• Oversee and participate in the development and administration of the division’s annual budget; participate in the forecast of funds needed for staffing, equipment, materials, and supplies; monitor and approve expenditures; implement adjustments.

The ideal candidate will have a College Diploma in Business Administration or related field and 5+ years of front-line customer service experience along with previous supervisory experience, preferably in a municipal setting. Completion of a Project Management Professional (PMP) certification is an asset. If you have a willingness to enrol in AMCTO Municipal Administration Program that is considered an asset. You have superior customer service skills and a commitment to service excellence and continuous quality improvement, along with demonstrated knowledge of current and emerging customer service trends, practices and principles. You have advanced analytical, problem-solving, financial administration, organizational and time management skills and you must come with an advanced knowledge and demonstrated proficiency with computer software programs (i.e. Customer Relationship Management systems and Database applications). You have demonstrated experience coaching, team building, managing and developing staff to achieve high levels of performance. The role requires exceptional interpersonal and public relations skills and discretion for matters requiring confidentiality.

For full details, please see the job descriptionhere

This non-unionized position offers a salary range of $85,421.01 - $99,915.78, based on 35 hours per week, as well as a competitive compensation package.

To confidentially explore this exciting and challenging opportunity, please submit your resume and cover letter quotingCompetition #2023-17 by 4:00pm on May 2, 2023.

We thank all those who apply but advise that only those applicants selected for an interview will be contacted.

The City of Port Colborne is an equal opportunity employer.Accommodations are available for all parts of the recruitment process. If contacted for an interview, please advise the Human Resources staff of any measures you feel you need to enable you to be assessed in a fair and equitable manner. Information received relating to accommodation measures will be addressed confidentially.

Personal information is collected under the authority of the Municipal Act, 2001 (S.O. 2001, c.25) and will be used to select a candidate.