O&M Customer Support Supervisor (Req. 3255)

OVERVIEW
This position is located within the Office of Court Construction and Management's Facilities Management Unit. The incumbent will provide day-to-day coordination and supervision of assigned staff in the Customer Support Center within the Real Estate and Asset Management Unit of the Office of Court Construction and Management (OCCM) Division.

RESPONSIBILITIES

• Plans, organizes, assigns, supervises, reviews, and evaluates the work of assigned staff;
• Recommends selection of staff; provides for their professional development; administers discipline as required;
• Develops and coordinates shift schedules, ensuring availability of staff to provide adequate customer service telephone coverage; maintains leave and attendance records for assigned staff;
• Instructs and trains personnel in customer support practices and techniques.
• Maintains status information for all work requests and emergency/service work from receipt to completion/cancellation;
• Collects and analyzes data related to the nature of customer requests;
• Monitors telephone traffic in the Customer Support Center and adjusts resources as needed;
• Makes recommendations and amendments to customer support practices and procedures;
• Establishes and maintains working relationships with customers, contractors, and court liaisons;
• Monitors program related budget and prepares reports as required;
• Exchanges information with appropriate State and local government agencies;
• Participates in planning for current and future needs of customers;
• Coordinates the overall OCCM facilities work management program;
• Prepares and participates in periodic work summary reviews with internal and external clients of the Customer Support Center; and
• Works with the CMMS and CAFM system assisting with reasonableness checks, data integrity, and close out processes.

QUALIFICATIONS
Ability to:

• Plan, organize, supervise, review, and evaluate the work of others.
• Coordinate and discuss customer service issues with management.
• Manage and monitor contractor’s work, costs, and progress.
• Plan, oversee, and evaluate the work of contractors, subcontractors, and others.
• Use initiative and independent judgment within policy guidelines.
• Organize, prioritize, and coordinate multiple work activities and meet critical deadlines.
• Operate personal computers and use specified computer applications, such as word processing and spreadsheets.
• Learn and use the CAFM database system.
• Communicate effectively in English, both orally and in writing.
• Establish and maintain effective working relationships with those contacted in the course of work.
• Positively represent the judicial branch

Education and Experience:
Equivalent to graduation from high school and five years of progressively responsible customer service experience in a facility operations customer support or work reception center. At least two of the five years of experience must be as a supervisor of customer service staff.

OR

Two years as an O&M Customer Support Representative II with the judicial branch.

Possession of an associate’s or bachelor’s degree in a directly related field may be substituted for the experience on a year-for-year basis

Please Note: If you are selected for hire, The Administrative Office of the Courts will require verification of employment eligibility or authorization to legally work in the United States.

HOW TO APPLY
To ensure consideration of your application for the earliest round of interviews, please apply immediately, however this position will remain open until filled. To complete an online application, please visit our Web site at www.courtinfo.ca.gov/careers and search for Job Req-3255, Customer Support Supervisor. This position requires the submission of our official application and response to supplemental questions.

OR

To obtain a printed application, please download it from our website under the Special Access and Application Help section OR visit:

Administrative Office of the Courts
455 Golden Gate Avenue, 7th Floor
San Francisco, California 94102-3660
415-865-4272 Telecommunications Device for the Deaf

PAY & BENEFITS
Salary Range: $5,665 - $6,885 Per Month
Starting Salary will be the minimum of the range.

Some highlights of our benefits package include:

• Health/Dental/Vision benefits program
• 13 paid holidays per calendar year
• Choice of Annual Leave or Sick/Vacation Leave
• 1 personal holiday per year
• $115 transit pass subsidy per month
• CalPERS Retirement Plan
• 401(k) and 457 deferred compensation plans
• Employee Assistance Program
• Basic Life and AD&D Insurance
• FlexElect Program
• Long Term Care Program (employee paid/optional)
• Group Legal Plan (employee paid/optional)

The Administrative Office of the Courts Is an Equal Opportunity Employer.

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