Customer Service Supervisor

Customer Service Supervisor

Salary

$55,210.37 - $92,496.63 Annually

Location

1188 Lance Road, Norfolk, VA

Job Type

Permanent Full-time

Job Number

14130

Department

Public Works

Division

Towing & Recovery

Opening Date

05/27/2026

Closing Date

6/7/2026 11:59 PM Eastern

• Description
• Benefits
• Questions

Description

The City of Norfolk's Department of Public Works is currently seeking a Customer Service Supervisor within the Division of Towing and Recovery. This position provides day-to-day leadership to ensure a high-performance, customer service-oriented work environment that supports achieving the Department's and Division's mission, objectives, and values. Oversees the day to day operations of a call center, assuring that customers enjoy a positive, professional and complete interaction with all team members. Supports strategic improvements consistent with departmental goals and initiatives, focusing on improving customer retention through a high quality customer experience. Measures and provides appropriate performance and behavioral feedback to assigned team members. Assists in the design or implementation of continual improvement projects. Offers suggestions to management with ideas on how to improve customer interaction, employee morale and streamline processes.

The Department of Public Works builds, maintains, and operates the physical facilities that support and enhance the lives of Norfolk's citizens, businesses and visitors, including the City's storm water system, street network, waste management and recycling systems. The Department is comprised of 9 divisions that function collectively to make your commute safe and efficient, your neighborhood more attractive, and the streets and sidewalks clean and well-maintained.

Departmental Hiring Salary Range: $55,210.37 - $63,355.17

Essential Functions

Essential functions include but are not limited to:

• Prioritizes, assigns, evaluates, and supervises the work of all Support Technicians, Accounting Technicians and Administrative Assistants.
• Provides coaching and guidance for performance development and improvement; directs and administers the training of new employees. Plans and implements work programs and customer service activities: Modifies divisional procedures and processes; creates quality assurance tools to ensure quality completion, in a timely manner.
• Maintains the daily schedule to ensure complete coverage for our customer base. Record and conduct formal performance appraisals: participate in various personnel actions, including hiring, counseling, training, promotion, and discipline. Assuming complex and specialized customer relation situations involving unhappy and dissatisfied customers and requiring sensitivity and sound judgment; takes action to resolve complaints.
• Receives and responds to email correspondences and telephone calls, provides information and handles issues, requests, and complaints. Perform related duties and responsibilities as required.

Education/Experience

Work requires broad knowledge in a general professional or technical field. Knowledge is normally acquired through four years of college resulting in a

Bachelors degree or equivalent.

Five years customer service management or municipal operations management experience.

Preferred Experience:

• Strong communication, leadership, and organizational skills. Able to function in a high volume, busy office environment.

• Valid Drivers License

• Regular full-time and permanent part-time employees may receive paid holidays, vacation and sick leave, employer paid pension plan, basic life insurance, voluntary participation in medical and dental, Section 457 deferred compensation, long-term disability, optional life insurance for self, spouse and children, medical and dependent care reimbursement plans, access to membership in credit union and employer provided parking.

• Special project/grant employees are generally eligible for the same benefits of regular full-time employees; however, retirement, life insurance and participation in health plans vary depending upon funding and authorization.

• Temporary/seasonal and part-time employees are generally only eligible for employer provided parking and access to membership in credit union.

• Retirement

If you are hired October 5, 2010, or after to a position with City of Norfolk Retirement System benefits, you will be required to contribute five percent (5%) of your salary toward your retirement benefit. This will be a pre-tax payroll deduction.

If you are hired January 1, 2022, or after to a position with Virginia Retirement System (VRS) benefits, you will be required to contribute five percent (5%) of your salary toward your retirement benefit. This will be a pre-tax payroll deduction.

• The Tuition Assistance Program is established to encourage employees toward continued self-development and education. Permanent full-time and permanent part-time classified, unclassified permanent, full-time special projects, and constitutional employees who have completed six months continuous service will be eligible to apply. The applicant's school of enrollment must be an accredited institution.

NOTE:

The benefits described above are broad generalizations. The specific benefits that an employee may be eligible for are governed by City regulations, as applicable to job type.

Non-City

Positions listed with a job type designation of "Non-City" are not subject to the benefits descriptions above. Refer to the content of the job posting for information regarding these positions.

01

The following Supplemental Questions are specific to the position for which you have applied to assist the hiring manager in screening applications for specific experience being sought. Please be specific in answering these questions as they will be used to evaluate which applications will be given further consideration in the process. Do not answer "see resume" or "see application" as these are not valid answers. Please note that if you are invited to be interviewed by the department, your responses to the following questions may be subject to verification.

• I understand and will answer the following supplemental questions completely and thoroughly.

02

Are you a current or previous City of Norfolk employee?

• Yes - I am a current City of Norfolk Employee
• Yes - I am a previous City of Norfolk Employee
• No - I am not a previous or current City of Norfolk employee

03

If you were referred for this position by a current City of Norfolk employee, please provide the employees full name, department, and job title, and your relationship to the employee. If not, please indicate by typing "N/A."

04

Please provide an explanation of any periods of unemployment that are 30 days or longer. Indicate N/A if you have not experienced any periods of unemployment.

05

Please select the highest level of education you have completed.

• High School Diploma/GED
• Some College (6 months or more)
• Vocational/Technical Degree
• Associates Degree
• Bachelors Degree
• Masters Degree or higher

06

How many years of experience do you have in customer service?

• No experience
• Less than one year
• 1-4 years
• 5-7 years
• More than 7 years

07

How many years of experience do you have in call center environment?

• No experience
• Less than one year
• 1-4 years
• 5-7 years
• More than 7 years

08

Please describe your experience in customer service. Please ensure this information is referenced above in your work history. If you have no customer service experience, please type N/A.

09

This position requires the ability to work rotating shifts due to a 24-hour, 7-day operational schedule. In addition, the position requires the ability to report to work if a staff member calls in. Are you able and willing to accept this work requirement?

• Yes
• No

10

Do you have experience using financial, operational, or case-management systems (e.g., AIMS, PeopleSoft, etc.)?

• Yes
• No

11

Do you have experience supporting or supervising staff in an administrative or operational setting?

• Yes
• No

12

Please describe your experience assisting with timekeeping processes. If none, type N/A.

13

This position's expected hiring salary range is $55,210.37 - $63,355.17. Are you willing to accept a salary within this range?

• Yes
• No

14

Which computer programs are you efficient in using?

• Microsoft Word
• Microsoft Excel
• Microsoft Teams
• PeopleSoft
• Laserfiche
• TASKE/Avaya Recording
• AIMS-Tow Application
• NeoGov
• None of the above

15

Please indicate your veteran status. (A copy of your long form DD-214 may be required)

• I am not a Veteran
• I am a Veteran
• I am a Disabled Veteran

Required Question

Employer City of Norfolk