City of Chandler Salary Plan - 2009-10
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OT Status Legend:
Non-Exempt = Hourly Position
Exempt = Salaried Position
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Excellence is the responsibility of everyone at the City of Chandler. We lead by
our core values in constant pursuit of excellence:
*Commitment – Dedicate oneself to consistent and excellent public service
*Innovation – Implement unique, creative and cost-effective solutions
*Communication – Communicate in a positive, honest and productive manner
*Integrity - Adherence to high ethical standards
*Diversity – Promote inclusiveness
and impartiality throughout the organization
*Personal Responsibility – Take initiative to achieve excellence and accept accountability
*Respect – Demonstrate a high regard
for others
*Teamwork – Promote cooperative efforts, open communication and trust
All City employees are expected to conduct themselves in a way consistent with the
above values.
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| Job Description |
CUSTOMER SERVICE SUPERVISOR
Pay Grade: 23 FLSA Status: Exempt
Job Group: Supervisory (S) Class Code: C061
Effective Date: 7/01 Revision Date: 8/03, 7/05, 5/08, 3/09
Classification Summary:
The primary function of an employee in this class is to coordinate and supervise the daily activities of customer representative staff for the City of Chandler. An employee in this class may be delegated supervisory assignments over specialized areas such as utility and sales tax billing, water investigations, meter reading, planning and development, recreation, etc.
Essential Functions:
Essential Functions are not intended to be an exhaustive list of all responsibilities, duties and skills. They are intended to be accurate summaries of what the job classification involves and what is required to perform it. Employees are responsible for all other duties as assigned.
Plans, organizes, and supervises the work of subordinate personnel;
Writes annual performance appraisals and evaluates the work of subordinate staff;
Provides direction to staff in order to modify and assign work, modify procedures, and to ensure employee efficiency and effectiveness in providing excellent customer service in carrying out the goals and objectives of the Division;
Recommends and assists in the implementation of goals and objectives;
Participates in the selection of staff and provides or coordinates staff training;
Researches, evaluates, plans and implements training programs for subordinate staff;
Schedules staff for sick or vacation time, assists staff on work related problem resolution, etc.;
Interprets codes, laws and City ordinances and provides information to the public in order to communicate departmental policies and procedures;
Responds to the more difficult customer inquiries or complaints in order to ensure resolution;
Continuously looks to improve operations through employee development and training, workflow, analyses, and enhanced technology;
Performs all work duties and activities in accordance with City policies and procedures;
Works in a safe manner and reports unsafe activity and conditions. Follows City-wide safety policy and practices and adheres to responsibilities concerning safety prevention, reporting and monitoring as outlined in the City’s Safety Handbook.
Knowledge, Skills and Abilities:
Knowledge of:
Supervisory techniques and practices;
Modern bookkeeping, record keeping, and accounting principles;
Pertinent Federal, state and local laws, codes and regulations related to the assigned area;
Customer problem/complaint resolution principles and practices;
Public relations and customer service skills and techniques;
Research techniques, methods and procedures;
Personal computers and related software.
Ability to:
Direct, manage, plan and lay out the objectives of the division for employees;
Communicate and carry out the goals and objectives of the division;
Learn and correctly apply routine division and department policies and procedures;
Read, comprehend, and follow simple oral and written instructions; and to understand and apply available guidelines to varied operational requirements;
Perform a wide variety of duties and responsibilities with accuracy and speed under the pressure of time-sensitive deadlines;
Demonstrate integrity, ingenuity and inventiveness in the performance of assigned tasks;
Operate a personal computer using program applications appropriate to assigned duties;
Communicate effectively both orally and in writing, with the public and other employees.
Supervision Received:
The work is performed under the supervision of a department manager.
Supervision Exercised:
Supervision is exercised over the work of customer service and/or clerical staff.
Minimum Qualifications:
High school diploma or GED equivalency; and
Three (3) to five (5) years of experience in customer service, record keeping or accounting environment, with one (1) year of supervisory experience; or
Any equivalent combination of experience and training which provides the knowledge and abilities necessary to perform the work.
*Construction Permitting Specialty Only
Minimum of three (3) years of progressively responsible experience in private development or municipal permit processing, including at least one (1) year of supervisory experience.
*Tax & License Specialty Only
Minimum three (3) years of progressively responsible experience in sales tax and license working with Transaction Privilege Tax Licenses, Liquor Licenses, and Special Regulatory Licenses and Permits, including at least one (1) year of supervisory experience.
*Utility Billing Specialty Only
Minimum of three (3) years of progressively responsible experience in utility billing and customer service, including at least one (1) year of supervisory experience.
Desired Qualifications:
*Construction Permitting Specialty Only
ICC Certification as a Permit Technician;
Previous experience with permitting systems software (Accela Automation or equivalent).
*Recreation Specialty Only
Recreation experience in an office or programming environment;
Knowledge of, and experience with, recreation services based software;
Experience with report presentation and writing;
Willingness to work evenings and weekends.
Work Environment:
The primary duties of the position are performed in a general office environment.
Essential Physical Abilities:
Sufficient clarity of speech and hearing or other communication capabilities, with or without reasonable accommodation, which permits the employee to communicate effectively on the telephone and in person, and to hear sounds within the normal range of conversation;
Sufficient vision or other powers of observation, with or without reasonable accommodation, which permits the employee to sort and file a variety of materials, written documents and materials;
Sufficient manual dexterity with or without reasonable accommodation, which permits the employee to operate computer equipment and other office equipment;
Sufficient personal mobility and physical reflexes, with or without reasonable accommodation, which permits the employee to sit at a computer for long periods of time, lift at least 20 pounds, and to work in a general office setting.
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