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This role is responsible for developing and implementing policies, procedures, and standards to improve service quality and operational efficiency. The Customer Service Supervisor monitors customer inquiries, billing processes, and account management, ensuring timely and professional resolutions while adhering to District regulations. Provides exceptional front-line customer support by promptly addressing inquiries, resolving issues, assisting with payments, memberships, reservations, permits, and reports, and coordinating with team members to ensure efficient problem resolution.  \n The Brushy Creek Life.  \nESSENTIAL JOB FUNCTIONS:  \n1. Customer Service Operations: Oversees daily operations of the customer service team by developing procedures and implementing policies to ensure high-quality service delivery. Provides guidance and training to staff to support exceptional customer service, including active listening, effective interactions, and building rapport that fosters trust and reciprocity. Manages escalated issues, addresses inquires and complaints, and ensures consistent and accurate messaging about District activities, records, or [services. to](services. to) align with District goals and maintain professionalism. Promotes adaptability in communication to meet diverse customer needs while maintaining clarity, engagement, and a positive customer experience aligned with District goals.  \n2. Issue Resolution and Escalation: Handles initial customer complaints with professionalism and efficiency, working to resolve issues promptly while maintaining a high level of customer satisfaction. Escalates unresolved or complex complaints to the Administration Manager as needed. Communicates any significant risks, concerns, or escalated issues to the General Manager immediately to ensure timely resolution and appropriate action.  \n3. Supervision and Management: Recruits, hires, trains, and supervises the Customer Service Department          performance, develops annual goals, conducts touch bases, addresses discipline issues, and implements performance improvement plans. Ensures staff members adhere to all regulatory standards, guidelines, and District policies and procedures.  \n4. Transaction Oversight and Compliance: Supervises and audits utility payment processing to ensure accuracy, proper coding, and reconciliation of all transactions, including checks, cash, money orders, and credit card payments. Oversees recreation enrollment activities to ensure accurate membership management, event registration, program and fitness enrollments, cancellations, and the issuance of Community Center ID cards, addressing discrepancies or areas for improvement as needed.  \n5. Documentation Quality and Maintenance: Ensures logs and forms are accurately completed, submitted to third parties in a timely manner, and regularly evaluates and updates Standard Operating Procedures (SOPs), Customer Service website content, and forms by reviewing existing material, recommending revisions, and implementing approved changes.  \nCustomer Service Supervisor Job Description JD-132  \n6. Data Analysis and Reporting: Analyzes customer service metrics and prepares regular reports for management, highlighting trends, issues, and recommendations to improve efficiency, including monitoring call volumes, response times, and resolution rates.  \n7. Manages customer service software and systems to effectively support team operations, collaborating with IT and other depar","cbCaiqB0zj5sn1ZV","https://ap.wps.com/l/cbCaiqB0zj5sn1ZV","pdf",674258,"English","# Position Summary\n# Essential Job Functions\n## Customer Service Operations\n## Issue Resolution and Escalation\n## Supervision and Management\n## Transaction Oversight and Compliance\n## Documentation Quality and Maintenance\n## Data Analysis and Reporting\n## Customer Service Software and Systems\n## Meetings and Events\n## Other Duties as Assigned\n# Education\n# Required Skills","[{\"question\":\"What are the core responsibilities of the Customer Service Supervisor?\",\"answer\":\"The role oversees daily customer service operations, ensures high-quality service delivery, manages escalated issues, and maintains professional communication aligned with district goals. It also supports resolution of inquiries across payments, memberships, reservations, permits, and reports.\"},{\"question\":\"How does the position handle customer complaints and escalations?\",\"answer\":\"The supervisor handles initial complaints with professionalism and efficiency, aiming for prompt resolution. Unresolved or complex complaints are escalated to the Administration Manager, and significant risks or concerns are communicated to the General Manager immediately.\"},{\"question\":\"What skills and certifications are required for this job?\",\"answer\":\"The posting requires a minimum of 3 years of office administration or call center experience and the ability to maintain current first aid/CPR/AED certification (American Red Cross Adult and Pediatric). It also emphasizes diversity commitment, strong attention to detail, initiative, and conflict resolution with de-escalation techniques.\"}]","Customer Service Supervisor - Job Description JD-132 - Responsibilities & Qualifications | PDF",1789349154]