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Supervisor, Customer Service

City of Richmond BC -
Richmond, BC

Apply Now

Job details

Full-time
$46.85–$55.31 an hour
5 days ago

Qualifications

Microsoft Word
Microsoft Excel
Microsoft Outlook
Customer service
Microsoft Office
Cashiering
Records management
Bachelor's
SharePoint
Business planning
Business

Full job description

Supervisor, Customer Service

The City of Richmond is committed to be the most appealing, livable, well-managed community in Canada, a vision that is only made possible by developing our most valuable asset – our people. This is a great opportunity to join our team and shape our community. The City of Richmond offers competitive pay programs, comprehensive benefits and attractive incentives. If you are looking to make a difference, and to share our vision, then please apply.

Overview

Reporting to the Manager, Customer Service, the Supervisor, Customer Service is responsible for the coordination and oversight of front-facing customer service functions at City Hall, including Front of House operations, Building Records, customer contact systems (CRM and switchboard), and food services oversight, event and room rental coordination. In addition, the Supervisor, Customer Service is responsible for maintaining, updating, and training staff on the Business Continuity Plan for the Customer Service Section.

The role provides leadership, direction, and support across multiple service areas, ensuring consistent service delivery, effective resource coordination, and alignment of processes across both in-person and digital service channels. The Supervisor oversees daily operations, monitors service levels, and addresses operational issues to maintain continuity and reduce risk.

The position also leads cross-functional coordination and supports the implementation of process improvements and digitization initiatives, working with internal departments and stakeholders to enhance service delivery and support the transition to digital intake and service models. In the absence of other supervisory staff, the position provides operational leadership across related service areas to support continuity of service delivery.

Examples of key responsibilities include, but are not limited to:

Provides supervision, guidance, and support to Front of House and Records staff, and supports continuous improvement of digital intake and customer service systems.
Performs leadership functions including scheduling, planning, assigning and coordinating work, monitoring performance trends, providing mentorship and coaching, and supporting performance management processes
Participates in recruitment, onboarding and training of new staff and may participate on hiring panels
Oversees Front of House operations, including the City-wide switchboard, CRM, and service counters
Ensures consistent customer service standards and service continuity across channels, including managing escalated customer issues and operational disruptions
Oversees building records requests and records administration processes
Ensures compliance with records management standards, legislation, and City policies
Monitors data quality, accuracy, and operational risks related to records
Manages City Hall meeting room rentals and supporting event coordination
Acts as liaison with Facilities, Emergency Programs, and Health and Safety
Participates in User Acceptance Testing and implementation of system upgrades related to customer service processes
Supports the review of internal procedures and workflows to identify opportunities for improvement
Participates in cross departmental initiatives related to customer service modernization and process improvement
Develops, maintains, and implements standard operating procedures, including staff training to support consistent service delivery
Maintains, updates and trains staff on the Business Continuity Plan for the Customer Service Section

Knowledge, Skills & Abilities:

Possess sound knowledge of customer service delivery, point-of-sale systems, and front-of-house operations.
Sound knowledge of relevant bylaws, procedures, policies, and regulations related to the work performed.
Sound knowledge of customer contact systems (CRM).
Sound knowledge of records management procedures and confidentiality requirements.
Sound knowledge of the roles of other departments to support coordinated customer service delivery.
Ability to train and provide guidance to staff members.
Ability to perform cashier duties and process payments accurately with minimal supervision.
Ability to deal effectively and courteously with the public, municipal officials, staff and external contacts.
Ability to research, interpret, and provide accurate information from a variety of sources.
Ability to support room rentals, events, meeting set-ups, and lead City Hall public tours.
Ability to operate a high-volume computerized switchboard.
Ability to perform accurate calculations and process a variety of fees.
Ability to use Microsoft Office applications (Word, Excel, and Outlook).
Working knowledge of AMANDA, Tempest, REDMS, CRM, SharePoint, and other City applications.
Ability to work effectively in a team environment.
Ability to multitask, work well under pressure, and handle stressful situations professionally in a fast-paced customer service environment.
Ability to adapt to changing procedures, technologies, and service delivery requirements.
Ability to perform physical duties related to the work, including moving, carrying, pushing, and/or pulling equipment or furniture weighing up to 10 kgs (22 lbs).

Qualifications and Experience:

Completion of a Bachelor’s degree from a recognized post-secondary institution (three- or four-year degree program) in a related field such as Business Administration, Public Administration, or a similar discipline
A minimum of Five years of progressively responsible and related experience, preferably in a municipal government environment
An equivalent combination of education, training and experience may be considered

Additional Information:

Employee Group:

CUPE Local 718

Position Status:

Regular Full-Time

Duration of Appointment:

n/a

Salary Range:

$46.85 - $55.31/hour

Hours of Work:

8:15am - 5:00pm Monday to Friday, on a compressed work-week schedule.

Application Posted:

6/26/26

External Closing Date:

7/9/26

PCC#:

Apply Now

Refine Your Search

government jobs in vancouver bc

Supervisor, Customer Service

Bylaw Ticket Screening Clerk

Scaffolder (Journeyman and Apprentice Levels 4+)

Government Relations Specialist

Manager, Practice and Compliance Audits

Communication Operator 2

Postal Clerk

Transit Operator

Examinations Administrator

Policy & Reporting Analyst (RCMP)

CORONER IN - Community Coroner

Mail Service Courier - Class 5 or Class G Driver

Casual Pool

CLK PS 09R - Aux As/When Postal Clerk

Mobility Communications Services Support Technician

Park Patroller

Clerk 3

User Support Specialist II

Recreation Facility Worker

Freedom of Information Assistant

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Supervisor, Customer Service

Overview

Examples of key responsibilities include, but are not limited to:

Knowledge, Skills & Abilities:

Qualifications and Experience:

Additional Information:

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