Supervisor, Customer Service

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 implemen...