Customer Service Manager

JOB TITLE: Customer Service Manager
DEPARTMENT/DIVISION: Customer Service
REPORTS TO: Customer Service Director
SUMMARY: Responsible for managing a division at the City of Carrollton. Responsible for planning, managing, and providing direction for division operations. Drafts and implements operational policies and procedures and manages division staff and resources. Work is performed with general direction, working from broad goals and policies.

ESSENTIAL JOB FUNCTIONS:
• Supervises staff, a program, function, or service, which may include: prioritizing and assigning work; conducting performance evaluations; ensuring staff are trained; ensuring that employees follow policies and procedures; maintaining a healthy and safe working environment; and, making hiring, termination, and disciplinary recommendations.
• Assists in developing and maintaining short and long-term strategic planning processes and coordinates departmental efforts related to assigned area of responsibility.
• Participates in the development of services, programs, policies, and procedures in assigned area of responsibility.
• Coordinates department-wide initiatives for the enhancement and improvement of service and program delivery.
• Ensures compliance with applicable Federal, State, and Local laws, rules, regulations, laws, and policies.
• Serves as a liaison with employees and external organizations; represents the City at a variety of meetings, public events, training sessions, on committees, and/or other related events.
• Participates in coordinating the exchange of information within the organization, with external agencies, and with the public.
• Prepares, reviews, interprets, and analyzes a variety of information, data, and reports and makes recommendations and presentations based on findings.
• Monitors and maintains department inventory and orders required supplies, materials, and equipment to ensure efficient operations.
• Assists in developing and administering the department budget and approves expenditures within established guidelines.
• Performs other duties as assigned.

POSITION SPECIFIC JOB FUNCTIONS:
Customer Service
• Oversees the operations and strategy of the Resolution and Customer Engagement divisions, ensuring alignment with the City's broader goals and the long-term resident experience vision.
• Leads initiatives that strengthen a consistent, high-impact customer service brand across departments with a focus on clarity, accessibility, and trust.
• Drives strategic planning and performance by using data and frontline insight to improve services, strengthen connection with the community, and empower staff to lead at every level.
• Builds staff capacity through coaching, feedback, and development opportunities while fostering strong partnerships across departments to improve coordination and resident outcomes.
• Leverages technology and process improvement tools to increase efficiency, reduce friction, and make city services easier to access and navigate for all residents.

SUPERVISORY/BUDGET RESPONSIBILITIES:
• Supervisory responsibility over Division staff.
Customer Service:
• Monitors budgets of assigned divisions(s).
• Able to step into the Director role in the event of the Director’s absence.
KNOWLEDGE, SKILLS, AND ABILITIES:
• Knowledge of supervisory principles;
• Knowledge of public administration principles;
• Knowledge of applicable Federal, State, and Local laws, rules, regulations, codes, and/or statutes;
• Knowledge of policy and procedure development practices;
• Knowledge of research methods;
• Knowledge of budgeting principles;
• Knowledge of managerial principles;
• Knowledge of applicable theories and principles related to area of assignment;
• Knowledge of public relations principles.
• Skilled in monitoring and evaluating subordinates;
• Skilled in delegating and prioritizing work;
• Skilled in preparing reports;
• Skilled in developing, evaluating, recommending, and implementing processes and procedures;
• Skilled in managing change and sensitive topics;
• Skilled in adapting to rapidly changing environments;
• Skilled in recognizing problems, identifying alternative solutions, and making appropriate recommendations;
• Skilled in building consensus;
• Skilled in preparing and giving presentations;
• Skilled in coordinating and executing multiple tasks;
• Skilled in conducting research;
• Skilled in analyzing processes and making recommendations for improvement;
• Skilled in prioritizing, organizing, and managing multiple simultaneous projects;
• Skilled in defining problems, collecting data, establishing facts, and drawing valid conclusions;
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