Job Description

Note: We encourage you to apply as soon as possible because this posting may close without advanced notice. 

Are you a Customer Service professional that is notorious for effectively and efficiently managing fast paced and productivity-oriented day to day operations? Do you place high value and expectation on continuously elevating the customer experience? Are you seeking a leadership role where you have direct exposure to senior leadership and the autonomy to make changes and process improvements to have a positive impact on the direction and goals of the agency as a whole? If so, this may be the position for you!  The City and County of Denver is seeking a highly motivated individual to join the Community Planning and Development Department (CPD) team as the Customer Service and Support Supervisor. In this position, you will oversee Customer Service and Support Administrative staff within the Performance and Operations Division. This position allows broad exposure to many internal and external stakeholders and allows for lots of opportunity to work outside of the job description. We offer excellent work/life balance, unmatched benefits (including over three weeks of PTO and 12 paid holidays), and a pension plan for life. If this sounds like a fit, apply today to join our fun and supportive team here at CPD!

Working for the City and County of Denver (CCD) is so much more than a job. It’s a chance to make a difference in your own life and in the lives of people around you. Click here to find out about all the amazing benefits and reasons to work for the city that you love!

At Community Planning and Development, we envision, enable, and ensure a better Denver. Denver’s Community Planning and Development Department is responsible for visionary city planning and ensuring that all buildings are safe. Community Planning and Development plays a role in growing our world-class city, while keeping its beloved features intact. From the skyscrapers of the Central Business District; to the walkable, mixed-use neighborhoods of Central Park; to the charming Victorian effects of the Baker district, the staff at Community Planning and Development works to make Denver a great place to live, work and play. The department’s three primary functions are planning, permitting and inspections.  Learn more about how we’re “BUILDING COMMUNITY” at  www.DenverGov.org/CPD and  www.DenverGov.org/DS.

Schedule: Monday to Friday, 7am to 4pm.  Hybrid, in office 3 days per week (minimum). 9/80 flex option after probation.

Key responsibilities will include:

• Supervise daily operations in a high-volume office and customer service environment
• Supervise several administrative support staff that perform administrative duties assisting both internal and external customers within our Records and Inspections Administration sections
• Train new staff members on applicable standards, regulations, and requirements for the assigned work area(s), orient staff with appropriate policies and procedures and ensure that work conforms to policies, standards, and regulations
• Develops goals, documents performance, provides performance feedback and formally evaluates the work of the employee; provides reward and recognition for proper and efficient performance. Assists staff to achieve performance standards and identifies opportunities for continual improvement to performance standards
• Assist section management in formulating operational and administrative policies and procedures, establish methods to evaluate efficient daily operations, compile required information to develop special reports and prepare recommendations on findings for evaluation of operational efficiencies

About You

We value diverse perspectives and encourage candidates to apply even if you don’t have all the desired skills. If you meet the minimum requirements and have a passion for the work, we encourage you to apply and to consider joining our team!

Our ideal candidate will have some or all of the following skills and experience:

• Experience supervising a team of entry level staff; Experience supervising a team that delivers exceptional customer experiences
• Problem solver that can envision various outcomes and plan accordingly to mitigate risky outcomes
• Excellent interpersonal and customer service skills; Ability to communicate effectively – verbally and in writing; Servant leadership mindset
• Excellent time/work management skills; Works well under pressure
• Strong attention to detail and highly organized; Self-motivated and motivated to help others
• High Emotional intelligence; ability to handle interpersonal relationships judiciously and empathetically
• Demonstrated process improvement experience
• Experience with improving employee retention (especially with entry level staff) and retention strategies
• Possess technical competency and the ability to learn new programs
• Bilingual in Spanish preferred (not required)

We realize your time is valuable so please do not apply if you do not have at least the following required minimum qualifications:

• Education:  Graduate from high school or possession of a GED, HiSET or TASC Certificate
• Experience:   Five (5) years of experience performing technical, paraprofessional, and/ or administrative work (this does not include office support work)
• Equivalency:   One (1) year of the appropriate type and level of education may be substituted for each required year experience

To be considered for this position, you must include the following with your job application (upload the attachment(s) to the Resume/CV section on the My Experience tab):

• Resume
• Cover Letter (Highly preferred)

How to Apply

Job Categories: Equal Opportunities. Job Types: Full-Time. Salaries: 60,000 - 80,000.

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