Job Details

FunctionThe purpose of the class is to work in an advanced leadership capacity to supervise daily operations for the 311 Citizens Contact Center. The class works under general supervision, independently developing work methods and sequences.Minimum RequirementsAssociate's degree in business or public administration, communication, public relations or a related field.A minimum of three (3) years full‑time equivalent customer service experience, including direct customer contact, problem identification and resolution.A minimum of one (1) year of supervisory experience required.Thorough knowledge of Microsoft Office software.A Bachelor's degree is preferred.A combination of education and experience may be considered for this position.Must successfully complete a skills‑based assessment.Must successfully pass a criminal background check for this position prior to any offer of employment or promotion.Additional RequirementsRequires effective communication with internal and external customers.Requires working a flexible schedule to include evenings, weekends, and some holidays.May require working beyond a standard 40‑hour work week.The incumbent will be considered “essential personnel” during City emergency situations or at the direction of the City Manager, which may include long hours and unusual schedules.Benefits OverviewSentara Health Medical InsuranceOptumRxDelta Dental InsuranceAnthem Blue View VisionFSA Reimbursement accountsStandard: Accident and Critical IllnessTrust Mark Universal Life InsuranceLegal Resources PlanVirginia 529Mission Square: 457 / Roth IRS / Roth 457 (b) IRAEmployees begin accruing annual and sick leave immediately.Other forms of leave include:Maternity LeaveParental Bonding LeaveCare for Sick Parent LeaveBirthday LeavePersonal day (available every quarter)Group life insurance is offered through the VRS and the carrier is the Minnesota Life Insurance Company.Tax deferred retirement plan 457 is offered through the ICMA Retirement Corporation. An after‑tax retirement plan, Roth IRA, is offered through the ICMA Retirement Corporation (1‑800‑669‑7400). For more information, see the VRS website.Training and Career Development: The Employee Education Assistance Program (EEAP) encourages employee development through educational programs, craft or trade training, and courses to renew and update skills. Eligibility criteria apply. In addition, the City offers training opportunities in technological, leadership, supervisory, and other areas of government/business knowledge and skill development.Medical/Dental and Dependent Care Reimbursement Accounts are offered on a pre‑tax basis in order to reduce the amount of tax the employee pays.The Employee Assistance Program (EAP) is confidential and personal counseling service for the employee and their immediate family (757‑363‑6777, 1‑800‑899‑8174 or Sentara EAP website).Direct deposit into most banks is a convenient finance feature.Savings bonds are available to the City's workforce.Employees are covered for Workers' Compensation where appropriate.The Eleven Paid Holidays Each Year IncludeNew Year's DayMartin Luther King, Jr. DayPresident's DayMemorial DayJuneteenth DayIndependence DayLabor DayVeterans' DayThanksgiving DayChristmas DayEmployee's birthday#J-18808-Ljbffr