General Job Information

Job Summary

This position is located in the Office of Unified Communications OUC), 311 Citywide Call Center. The mission of the Office of Unified Communications (OUC) is to provide accurate, professional, and expedited service to the citizens and visitors of the District of Columbia. 

The Supervisory Customer Service Representative is responsible for serving as the first-line Supervisor within the 311 Call Center Operations. The position is responsible for overseeing, directing, and developing Customer Service Representatives (CSRs) in a high volume, multi-channel service environment. The incumbent provides day-to-day leadership, assigns and monitors work, delivers ongoing coaching and training, and ensures staff adhere to established performance standards, operating procedures, and customer service protocols. 

Duties & Responsibilities

Supervises non-emergency city wide call service employees who are...