Supervisor, Customer Service

Requisition ID: 3461

Affiliation: Exempt

Position Type: Permanent Full Time

Number of Openings: 1

Bi-weekly Working Hours: 70 hours bi-weekly

Shift/Work Schedule: Monday to Friday

Division/ Department: Community Services, Customer Service

Job Location: Fort McMurray

Starting Salary Range*: $129,438 to $136,834 (Pay Band G)

COLA: Bi-Weekly - $480

Posted (dd/mm/yyyy): 29/03/2025

Closing Date (dd/mm/yyyy): 06/04/2025

Posting Type: Internal and External

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.

General Description

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:
People Leadership:

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.

Operational and Technical Leadership:

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.).

Implementation and Continuous Improvement:

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 delivery. Analyzes the effectiveness of municipal customer service processes and makes suggestions for further improvement. Liaises with various municipal departments and other stakeholders to design and implement processes and standards for delivery. Provides input into department business plans, initiatives, and budget to ensure continuous achievement of department goals.

Skills Requirements

• Ability to lead and empower people.
• Proven customer focus with demonstrated ability to build effective relationships with internal stakeholders and external customers.
• Demonstrated knowledge and understanding of municipal bylaws, programming, operations, functions and processes, as well as knowledge of provincial and federal jurisdiction.
• High level of competency with accounts receivable and supporting software (ERP system).
• Skilled in identifying internal controls or modifying existing controls to mitigate risks and safeguard assets.
• Excellent written and verbal communication skills in both technical and user-friendly language, including instructional, facilitation, and presentation skills.
• Sound practical judgement using independent decision making.
• Ability to work in stressful, high volume, fast paced environments while remaining calm and working effectively.
• Proficient in various software applications and the use of social media, as well as an understanding of base radio station operation.
• Strong planning, scheduling and organizational skills.
• Proven ability to be discreet, keeping all information and documentation strictly confidential, and respectfully and sensitively resolve issues.
• Proven understanding of Freedom of Information and Protection of Privacy legislation and its application in customer service delivery.
• Proven understanding of health and safety and its integration in the Customer Service Department.

Education

• Diploma or degree in Business Administration, Public Administration, Accounting, Marketing, Public Relations or related discipline is required.
• An equivalent combination of education and work experience may be considered.
• Incident Command System (ICS) 100, 200, & 300 training is required within the first year of employment.

Experience

• Five (5) years of related customer service experience in a fast-paced/high volume administrative or office support position is required. Experience must include accounting or cash handling experience.
• Two (2) years of leadership/supervisory experience is required.
• Previous municipal or banking experience is considered an asset.
• Previous radio experience is considered an asset.
• Experience with Customer Relationship Management (CRM) software is considered an asset.
• Experience working in a public sector environment with unionized and non-unionized employees is an asset.

Other Requirements

• Submission of a Criminal Record Check.

Safety

As an employee of the Regional Municipality of Wood Buffalo, the incumbent is responsible and accountable for knowing and working in accordance with the Health and Safety Directive. As per section 2 of the Occupational Health and Safety Act, the incumbent shall ensure while in the employ of the Regional Municipality of Wood Buffalo the health and safety of employees, contractors, and the public.

This position is employed in a supervisory capacity. As such the employee is required to obtain additional safety training in accordance with municipal procedures and directives.

To apply: Please visit our website at jobs.rmwb.ca

Current employees must apply through the internal careers site.

We appreciate the interest of all applicants; however, only those individuals selected for interviews will be contacted. Late applications will not be accepted.