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Welcome ,

Customer Care Supervisor

  • ... Philadelphia, Pennsylvania, United States
  • ... Full time
  • ... Salary: 50483 per year
  • Posted on: Feb 05, 2024       Expires on: Mar 21, 2024

Customer Care Supervisor   

JOB TITLE:

Customer Care Supervisor

JOB TYPE:

Full-time

JOB LOCATION:

Philadelphia Pennsylvania United States

JOB DESCRIPTION:

This is customer service work at the supervisory level in the Philadelphia Water Department Customer Contact Center or for the Philadelphia International Airport’s (PHL) Guest Experience unit.
Employees in the Water Department Customer Contact Center supervise and provide direction to lower level customer service staff responsible for investigating and resolving complaints pertaining to utility billing, establishing payment agreements for residential and commercial accounts to resolve utility account issues, addressing service problems and communicating to customers about water and wastewater system problems.
Employees in the Philadelphia International Airport’s (PHL) Guest Experience unit supervise and provide direction to lower-level customer service staff responsible for providing customer service, resolving in-person customer inquiries, reporting facility issues, and providing on-going follow up with airport staff and stakeholders until resolution to consistently improve guest experience throughout all seven terminals and Customs.
Responsibility for assigning and reviewing work, evaluating performance, coaching and ongoing development of lower level employees is significant to the work.
The work of this class differs from lower level classes in that employees are responsible for supervising operations, analyzing customer service metrics to ensure efficiency and compliance with departmental procedures and standards.
Employees have significant contact with the general public and perform work under the direct supervision of an administrative or technical superior.

Union Code
H.
AFSCME D.
C.
47 Local 2186

FLSA Code
Exempt

Application Procedures
CITY OF PHILADELPHIA APPLICATION INFORMATION

Thank you for your interest in employment with the City of Philadelphia.
Please refer to the important information below regarding this job opportunity.


1.
You must complete the entire application process, provide accurate and up to date contact information, and submit all certifications, required licenses, and relevant documentation with each application or email the documents as an attachment to the Human Resources Representative listed below prior to the date of the exam.


2.
Notification of application approval, disapproval, and testing dates will be sent within the three-week period prior to March 18, 2024.
Applicants are responsible for regularly checking their email and providing any additional information requested or application status appeals within the two-week period listed in the notice.


3.
The analyst responsible for reviewing applications and additional documentation for this job opportunity is

Ivana Chambers-Bennett
HR Professional 1
City of Philadelphia Office of Human Resources
1401 John F.
Kennedy Boulevard, Suite 1530
Philadelphia, PA 19102
P: 215-686-0874
F: 215-686-0861
Ivana.
Chambers-Bennett@phila.
gov

4.
For all other inquiries please contact Customer Service at 215-686-0880 or email hrhelpdesk@phila.
gov

Minimum Requirements

Minimum Training, Education & Experience
The following statement represents the minimum training and experience standards which will be used to admit or reject applicants for tests.
Candidates must meet requirements within 30 days after the last date for filing applications.


1.
CIVIL SERVICE STATUS:
Presently employed by the City of Philadelphia with permanent Civil Service status in the Department of Aviation (Airport) with a performance rating of Satisfactory or higher.

AND
2.
EDUCATION:
Education equivalent to completion of the twelfth school grade.

AND
3.
GENERAL EXPERIENCE:
OPTION 1:
Two years of customer service experience in a high-volume utility call center.

OR

OPTION 2:
Two years of customer service experience in an airport.

AND
4.
SPECIFIC EXPERIENCE:
OPTION 1: WATER CUSTOMER CONTACT ASSIGNMENT:
Two years of customer service work at the full performance level in the Philadelphia Water Department Customer Contact Center.

OR
OPTION 2: FOR AIRPORT GUEST EXPERIENCE ASSIGNMENT:
Two years of experience at the full performance level in the Airport’s Guest Experience unit as a Customer Care Specialist.

OR
Two years of full performance level experience in Airport communication services or maintenance dispatch work.

Physical & Medical Requirements
Ability to physically perform the duties and to work in the environmental conditions required of a position in this class.

Required Licenses & Certifications
AIRPORT GUEST EXPERIENCE ASSIGNMENT ONLY:
Must be able to pass and maintain Security Identification Display Area (SIDA) and Airfield Operations Area (AOA) clearance.

Other Requirements

Equivalency Statement(s)
Any equivalent combination of training and experience determined to be acceptable by the Office of Human Resources which has included the specific experience as listed above.

Application Details

Notes to Applicants
As an employer, the City of Philadelphia values inclusion, integrity, innovation, empowerment, and hard work above all else.
We offer a vibrant work environment, comprehensive health care and benefits, and the experience you need to grow and excel.
If you’re interested in working with a passionate team of people who care about the future of Philadelphia, start here.

What We Offer:
Impact – The work you do here matters to millions.

Growth – Philadelphia is growing, why not grow with it?

Diversity & Inclusion – Find a career in a place where everyone belongs

Benefits - We care about your well being

The City of Philadelphia is a Public Service Loan Forgiveness Program qualified employer.

Learn more here: https://studentaid.
gov/manage-loans/forgiveness-cancellation/public-service

The City of Philadelphia is an Equal Opportunity employer and does not permit discrimination based on race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, source of income, familial status, genetic information or domestic or sexual violence victim status.
If you believe you were discriminated against, call the Philadelphia Commission on Human Relations at 215-686-4670 or send an email to faqpchr@phila.
gov
.
For more information, go to: www.
phila.
gov/humanrelations


The City of Philadelphia is committed to ensuring access to Civil Service examinations by providing appropriate accommodation for candidates with documented medical or religious reasons.
Candidates may request accommodation for a Civil Service examination by contacting the Equal Employment Opportunity / Affirmative Action Unit of the Philadelphia Department of Labor at 215-683-5085.
The accommodation process is interactive and requires cooperation and communication between the applicant requesting a test accommodation and the EEO Unit.
Decisions will be made on a case-by-case basis using the required documentation that is submitted.
Requests are to be made in a timely manner prior to the scheduled date of the Civil Service examination.


Only an on-line application will be accepted for this exam.
Paper applications will not be accepted.

Computers are available in the 3-1-1 Walk-In Center located in Room 167 of City Hall (Weekdays from 9 AM to 5 PM) and at your local Philadelphia Free Library branch.

For inquiries regarding City employment, contact the Office of Human Resources Monday through Friday between 8 AM and 4 PM by telephone at 215-686-0880 or by email at hrhelpdesk@phila.
gov

ALL Applications must be received by the end of business on February 16, 2024.

Your application will be rejected, and you will be disqualified from competing in this examination if you:
1) Do not provide your complete and accurate social security number.

2) Attempt to practice fraud or deception in the preparation of this application
All correspondence and notifications will be sent to your e-mail address or postal address listed in the contact information (address, phone #, e-mail) of your account profile.
Your contact information will be automatically updated each time you submit an application for employment.
It is your responsibility to change your contact information and to ensure that it is correct
If you provide an e-mail address, all correspondence regarding this examination will be sent to you by e-mail.
You should add Phila.
OHR@phila.
gov
to your address book or list of trusted contacts to prevent notices from being marked as spam by your e-mail provider.

Please call the Office of Human Resources at 215-686-0880 or email hrhelpdesk@phila.
gov
if you have any questions.

Information concerning employment with the City of Philadelphia may be found at:
https://www.
phila.
gov/departments/office-of-human-resources/
https://www.
phila.
gov/departments/office-of-human-resources/jobs/civil-service-faqs/
Twittercom/PHLCityJobs”> @PHLCityJobs

ELIGIBLE LIST

DEPARTMENTAL-ONLY PROMOTIONAL: Only a departmental promotional eligible list for the Department of Aviation will be established as a result of this examination

Candidates who pass the exam and are placed on the civil service list will be retained on the list for a minimum of one year and a maximum of two years after the establishment of the Eligible List.


PREFERENCE FOR PHILADELPHIA RESIDENTS:
Candidates who have maintained a bona fide residence in Philadelphia for at least one year prior to the date of the civil service examination shall have priority over all other persons receiving an identical test score.
If you have maintained a bona fide residence in Philadelphia for at least one year immediately preceding March 18, 2024, you are eligible to claim residency preference.


To receive such preference, candidates must respond to the question regarding residence later in this form.


The response on this application will be used to determine eligibility for preference for residents.
Documentation of residence may be required if there is any question as to whether you meet the residency preference requirements.


If an applicant does not respond to the appropriate residence question, it will be assumed that the applicant does not qualify for residence preference.
Eligibility for residence preference must be determined by the date of the test administration.
No requests for residence preference will be granted after the test administration.

Projected Exam Date
TRAINING AND EXPERIENCE EVALUATION:
Applicants will be evaluated and scored based upon their training and experience credentials.
Applicants will not be asked to appear to take a scheduled examination.


Scores in the Training and Experience Evaluation will be based on documentation of education and experience provided by the candidate.
To receive full credit for your education and experience, you should submit all relevant documentation including college transcripts, licenses, certifications, paid out of class documentation, etc.
and provide a detailed description of your education, experience, and credentials.


An Eligible List will be established the week of March 18, 2024.
Please note that this date may change.

Test Review
In accordance with Civil Service Regulation 9.
091D, candidates may review their answer sheets and other test papers to determine if they have been scored correctly or if there has been an irregularity in the administration of the examination.
Candidates will have 30 days after the results have been mailed to review their test and to file a written appeal.
Call 215 686-0880 if you wish to schedule a test review.


Assigned to (view only)

Assigned to
Ivana Chambers-Bennett

Parts & Weights

Part
Training & Experience Evaluation

Weight
90%

Part
Seniority Rating

Weight
10%

Position Details

POSTED:

Feb 05, 2024

EMPLOYMENT:

Full-time

SALARY:

50483 per year

SNAPRECRUIT ID:

S-1707477318-53b82cf6962a3d65f4a58c002cb3172a

LOCATION:

Pennsylvania United States

CITY:

Philadelphia

Job Origin:

jpick2

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This is customer service work at the supervisory level in the Philadelphia Water Department Customer Contact Center or for the Philadelphia International Airport’s (PHL) Guest Experience unit. Employees in the Water Department Customer Contact Center supervise and provide direction to lower level customer service staff responsible for investigating and resolving complaints pertaining to utility billing, establishing payment agreements for residential and commercial accounts to resolve utility account issues, addressing service problems and communicating to customers about water and wastewater system problems. Employees in the Philadelphia International Airport’s (PHL) Guest Experience unit supervise and provide direction to lower-level customer service staff responsible for providing customer service, resolving in-person customer inquiries, reporting facility issues, and providing on-going follow up with airport staff and stakeholders until resolution to consistently improve guest experience throughout all seven terminals and Customs. Responsibility for assigning and reviewing work, evaluating performance, coaching and ongoing development of lower level employees is significant to the work. The work of this class differs from lower level classes in that employees are responsible for supervising operations, analyzing customer service metrics to ensure efficiency and compliance with departmental procedures and standards. Employees have significant contact with the general public and perform work under the direct supervision of an administrative or technical superior.

Union Code
H. AFSCME D.C.47 Local 2186

FLSA Code
Exempt

Application Procedures
CITY OF PHILADELPHIA APPLICATION INFORMATION

Thank you for your interest in employment with the City of Philadelphia. Please refer to the important information below regarding this job opportunity.

1. You must complete the entire application process, provide accurate and up to date contact information, and submit all certifications, required licenses, and relevant documentation with each application or email the documents as an attachment to the Human Resources Representative listed below prior to the date of the exam.

2. Notification of application approval, disapproval, and testing dates will be sent within the three-week period prior to March 18, 2024. Applicants are responsible for regularly checking their email and providing any additional information requested or application status appeals within the two-week period listed in the notice.

3. The analyst responsible for reviewing applications and additional documentation for this job opportunity is

Ivana Chambers-Bennett
HR Professional 1
City of Philadelphia Office of Human Resources
1401 John F. Kennedy Boulevard, Suite 1530
Philadelphia, PA 19102
P: 215-686-0874
F: 215-686-0861
Ivana.Chambers-Bennett@phila.gov

4. For all other inquiries please contact Customer Service at 215-686-0880 or email hrhelpdesk@phila.gov

Minimum Requirements

Minimum Training, Education & Experience
The following statement represents the minimum training and experience standards which will be used to admit or reject applicants for tests. Candidates must meet requirements within 30 days after the last date for filing applications.

1. CIVIL SERVICE STATUS:
Presently employed by the City of Philadelphia with permanent Civil Service status in the Department of Aviation (Airport) with a performance rating of Satisfactory or higher.

AND
2. EDUCATION:
Education equivalent to completion of the twelfth school grade.
AND
3. GENERAL EXPERIENCE:
OPTION 1:
Two years of customer service experience in a high-volume utility call center.
OR

OPTION 2:
Two years of customer service experience in an airport.
AND
4. SPECIFIC EXPERIENCE:
OPTION 1: WATER CUSTOMER CONTACT ASSIGNMENT:
Two years of customer service work at the full performance level in the Philadelphia Water Department Customer Contact Center.
OR
OPTION 2: FOR AIRPORT GUEST EXPERIENCE ASSIGNMENT:
Two years of experience at the full performance level in the Airport’s Guest Experience unit as a Customer Care Specialist.
OR
Two years of full performance level experience in Airport communication services or maintenance dispatch work.

Physical & Medical Requirements
Ability to physically perform the duties and to work in the environmental conditions required of a position in this class.

Required Licenses & Certifications
AIRPORT GUEST EXPERIENCE ASSIGNMENT ONLY:
Must be able to pass and maintain Security Identification Display Area (SIDA) and Airfield Operations Area (AOA) clearance.

Other Requirements

Equivalency Statement(s)
Any equivalent combination of training and experience determined to be acceptable by the Office of Human Resources which has included the specific experience as listed above.

Application Details

Notes to Applicants
As an employer, the City of Philadelphia values inclusion, integrity, innovation, empowerment, and hard work above all else. We offer a vibrant work environment, comprehensive health care and benefits, and the experience you need to grow and excel. If you’re interested in working with a passionate team of people who care about the future of Philadelphia, start here.

What We Offer:
Impact – The work you do here matters to millions.

Growth – Philadelphia is growing, why not grow with it?

Diversity & Inclusion – Find a career in a place where everyone belongs

Benefits - We care about your well being

The City of Philadelphia is a Public Service Loan Forgiveness Program qualified employer.
Learn more here: https://studentaid.gov/manage-loans/forgiveness-cancellation/public-service
The City of Philadelphia is an Equal Opportunity employer and does not permit discrimination based on race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, source of income, familial status, genetic information or domestic or sexual violence victim status. If you believe you were discriminated against, call the Philadelphia Commission on Human Relations at 215-686-4670 or send an email to faqpchr@phila.gov. For more information, go to: www.phila.gov/humanrelations

The City of Philadelphia is committed to ensuring access to Civil Service examinations by providing appropriate accommodation for candidates with documented medical or religious reasons. Candidates may request accommodation for a Civil Service examination by contacting the Equal Employment Opportunity / Affirmative Action Unit of the Philadelphia Department of Labor at 215-683-5085. The accommodation process is interactive and requires cooperation and communication between the applicant requesting a test accommodation and the EEO Unit. Decisions will be made on a case-by-case basis using the required documentation that is submitted. Requests are to be made in a timely manner prior to the scheduled date of the Civil Service examination.

Only an on-line application will be accepted for this exam. Paper applications will not be accepted.
Computers are available in the 3-1-1 Walk-In Center located in Room 167 of City Hall (Weekdays from 9 AM to 5 PM) and at your local Philadelphia Free Library branch.
For inquiries regarding City employment, contact the Office of Human Resources Monday through Friday between 8 AM and 4 PM by telephone at 215-686-0880 or by email at hrhelpdesk@phila.gov
ALL Applications must be received by the end of business on February 16, 2024.
Your application will be rejected, and you will be disqualified from competing in this examination if you:
1) Do not provide your complete and accurate social security number.
2) Attempt to practice fraud or deception in the preparation of this application
All correspondence and notifications will be sent to your e-mail address or postal address listed in the contact information (address, phone #, e-mail) of your account profile. Your contact information will be automatically updated each time you submit an application for employment. It is your responsibility to change your contact information and to ensure that it is correct
If you provide an e-mail address, all correspondence regarding this examination will be sent to you by e-mail. You should add Phila.OHR@phila.gov to your address book or list of trusted contacts to prevent notices from being marked as spam by your e-mail provider.
Please call the Office of Human Resources at 215-686-0880 or email hrhelpdesk@phila.gov if you have any questions.
Information concerning employment with the City of Philadelphia may be found at:
https://www.phila.gov/departments/office-of-human-resources/
https://www.phila.gov/departments/office-of-human-resources/jobs/civil-service-faqs/
Twitter @PHLCityJobs

ELIGIBLE LIST

DEPARTMENTAL-ONLY PROMOTIONAL: Only a departmental promotional eligible list for the Department of Aviation will be established as a result of this examination

Candidates who pass the exam and are placed on the civil service list will be retained on the list for a minimum of one year and a maximum of two years after the establishment of the Eligible List.

PREFERENCE FOR PHILADELPHIA RESIDENTS:
Candidates who have maintained a bona fide residence in Philadelphia for at least one year prior to the date of the civil service examination shall have priority over all other persons receiving an identical test score. If you have maintained a bona fide residence in Philadelphia for at least one year immediately preceding March 18, 2024, you are eligible to claim residency preference.

To receive such preference, candidates must respond to the question regarding residence later in this form.

The response on this application will be used to determine eligibility for preference for residents. Documentation of residence may be required if there is any question as to whether you meet the residency preference requirements.

If an applicant does not respond to the appropriate residence question, it will be assumed that the applicant does not qualify for residence preference. Eligibility for residence preference must be determined by the date of the test administration. No requests for residence preference will be granted after the test administration.

Projected Exam Date
TRAINING AND EXPERIENCE EVALUATION:
Applicants will be evaluated and scored based upon their training and experience credentials. Applicants will not be asked to appear to take a scheduled examination.

Scores in the Training and Experience Evaluation will be based on documentation of education and experience provided by the candidate. To receive full credit for your education and experience, you should submit all relevant documentation including college transcripts, licenses, certifications, paid out of class documentation, etc. and provide a detailed description of your education, experience, and credentials.

An Eligible List will be established the week of March 18, 2024. Please note that this date may change.

Test Review
In accordance with Civil Service Regulation 9.091D, candidates may review their answer sheets and other test papers to determine if they have been scored correctly or if there has been an irregularity in the administration of the examination. Candidates will have 30 days after the results have been mailed to review their test and to file a written appeal. Call 215 686-0880 if you wish to schedule a test review.

Assigned to (view only)

Assigned to
Ivana Chambers-Bennett

Parts & Weights

Part
Training & Experience Evaluation

Weight
90%

Part
Seniority Rating

Weight
10%

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