Supervisory Customer Service Representative

The Office of Unified Communications is looking to hire a Supervisory Custoemer Service Representative

To apply, please visit careers.dc.gov.

Job ID
27609

Location
2720 Martin Luther King Jr. SE

Full/Part Time
Full-Time

Regular/Temporary
Regular

Date Closed
10/08/2024

Area of Consideration
District Government

Grade
11

Type of Appointment
MSS - Reg Appt

Minimum Rate
$73,334.00

Minimum Rate
$102,667.00

Job Summary

This position is in the 311 Citywide Call Center Division of the Office of Unified Communications (OUC). The OUC provides centralized, District-wide coordination and management of public safety and services access via voice, radio technology, and other public safety wireless communication systems and resources.

Duties & Responsibilities

Supervises non-emergency city wide call service employees who are involved in providing programmatic, analytical, and evaluative support to the Mayor's Citywide 311 Call Center. Reviews assignments received, indicated priorities, and distributes and balances the workload among the staff in accordance with established guidleines and practices to assure timely accomplishment of the work. Makes needed adjustments to workload throughout assigned shifts. Instructs workers in task and/or job techniques as necessary. Provides on-the-job training to new employees and provides training on new equipment and/or procedures to all assigned employees. Makes available any needed written instructions/manuals/guidance materials and supplies to ensure workers have all items needed to complete work successfully. Reports to supervisor any needed training for employees.

Maintains records of organizational complaints and confers with the Call Center Operations Supervisor any achievements or weaknesses of employees. Manages all complaints related to personnel or equipment or directs complaints to the appropriate authority. Coordinates efforts with other government agencies, especially in times of crisis, or unusual incidents, assits the officials in charge of departments with the movement of information to the public or with change in procedures.

Qualifications and Education

Specialized experience is experience which is directly related to the position which has equipped the individual with the knowledge, skill and abilities to successfully perform the duties of the position. To be creditable, one (1) year of specialized experience must have been equivalent to at least the next lower grade level in the normal line of progression.

Tour of Duty: The schedule varies. This facility operates 24 hours a day, 7 days a week and the incumbent will be required to work flexible and/or rotating shifts which could exceed 8 hours, shifts could be altered and/or extended at any time with notice. The incumbent must be able to work all shifts, holidays, and weekends; mandatory overtime may be required.

Collective Bargaining Unit: This position is not in the collective bargaining unit.

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