Customer Services Supervisor

This listing closes on 5/15/2026 at 11:59 PM Central Time (US & Canada).

Employer

City of Pensacola

Salary

See Position Description

Location

Pensacola, FL

Job Type

Full-Time

Job Number

01288

Department

Pensacola Energy/Sanitation Services

Opening Date

05/01/2026

Closing Date

5/15/2026 at 11:59 PM Central Time (US & Canada)

• Description
• Questions

Job Description

Salary range: $56,638.40-$65,837.20 based on knowledge and experience ***This position is only open to full-time employees of the Pensacola Energy & Sanitation Services Department only*** ***Please note: This internal position is open for 2 weeks only for applications and will close Friday, May 15, 2026 11:59pm *** QUALIFICATIONS Education and Experience:

• Bachelor's Degree in business or related field;
• And four (4) years of experience in office management, three (3) years of which must have been in a supervisory capacity, operations coordinator or comparable classification with the City of Pensacola;
• Or an equivalent combination of education and experience.

Licenses or Certifications:

• Possession of an appropriate driver's license for equipment operated and any license, training, or certification required by law or regulation to complete assigned tasks.

Special Requirements:

• None.

JOB SUMMARY The Customer Service Supervisor performs experienced professional administrative work supervising operational functions of assigned department/division. An employee in this class plans, directs, evaluates, and coordinates the work of assigned staff. Work involves the application of professional and administrative knowledge. General direction is received from higher level management. Supervision is exercised over non-professional employees. Work is evaluated through review of results attained. ESSENTIAL JOB FUNCTIONS

• Hires, trains, supervises, disciplines, and manages assigned staff and related functions.
• Assists with the preparation of department/division budget to include forecasting, analysis, and reconciliation.
• Tracks, monitors, and updates department/division projects, processes, and/or information to include records, files, reports, and other information as required with respect to daily operational functions/activities.
• Responds to routine, non-routine, and/or escalated information requests from internal and external customers/sources. .
• Prepares and submits formal communication correspondence sent on behalf of department/division.
• Monitors, manages, and oversees department/division accounts receivable, accounts payable, as well as ensuring charges are made to appropriate sub-objects/accounts for multiple functions within the department/division.
• Prepares, monitors, and tracks operational and employee related processes to include public records, contract management, payroll, performance management, and other related tasks.
• Serves as liaison between assigned department/division and internal department/divisions of the City as well as external agencies and organizations.
• Performs quality assurances to facilitate customer exemption status, account receivable reconciliations, customer payment plans as well as the application of adjustments and assistance funding to customer accounts.
• Supervises the call center.
• Performs other related duties as assigned.

To perform this job successfully, an individual must be able to perform the essential job functions satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the primary job functions herein described. Since every duty associated with this position may not be described herein, employees may be required to perform duties not specifically spelled out in the job description, but which may be reasonably considered to be incidental in the performing of their duties just as though they were actually written out in this job description. KNOWLEDGE, SKILLS AND ABILITIES:

• Knowledge of bookkeeping, accounting guidelines, standard office procedures, terminology, and best practices to include detailed application of defined industry methodologies as needed to oversee and complete work of assigned functional areas.
• Knowledge of Federal, State, and City laws, rules, regulations, and policies as needed to ensure compliance with established mandates associated with assigned functional area(s).
• Knowledge of supervisory techniques and best practice as need to properly provide feedback, assign and evaluate work, complete performance evaluations, as well as identify appropriate opportunities for employee praise and discipline.
• Ability to manage, oversee, and forecast present and future budgetary needs for assigned functional areas as well as maintaining proper related documentation as required by laws, ordinances, and polices.
• Knowledge of communication techniques that facilitate effective communication across diverse audiences
• Ability to apply de-escalation techniques promoting best case scenario outcomes when presented with challenging/difficult people and escalated scenarios.
• Ability to independently make sound judgements and recommendations based on objective observations and analysis as needed to effectively oversee and coordinate assigned functional areas.
• Ability to effectively assess when higher-level management input, knowledge and communication is warranted.
• Ability to plan, organize, direct, evaluate, and oversee the work of multiple employees in the completion of various tasks of assigned functional areas.
• Ability to draft correspondence on behalf of assigned department/division to include both formal and informal communication instruments for use with both internal and external customers.
• Ability to establish and maintain effective working relationships with associates and the general public.

PHYSICAL DEMANDS While performing the duties of this job, the employee is regularly required to use hands and fingers to hold or feel, reach with hands and arms, walk, talk, and hear. The employee is occasionally required to stand, sit, climb, balance, stoop, and crouch. Specific vision abilities include near distance, far distance, color, peripheral vision, and depth perception. WORK ENVIRONMENT The noise level in the work environment is usually moderate. Some jobs may require an employee to be exposed to outside weather conditions, wet and/or humid conditions. The City of Pensacola has the right to revise this job description at any time. This description does not represent in any way a contract of employment. The City of Pensacola provides equal employment opportunities to all employees and applicants for employment without regard to race, color, creed, ancestry, national origin, citizenship, sex or gender (including pregnancy, childbirth, and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, religion, age, disability, genetic information, service in the military, or any other characteristic protected by applicable federal, state, or local laws and ordinances. Equal employment opportunity applies to all terms and conditions of employment, including hiring, placement, promotion, termination, layoff, recall, transfer, leave of absence, compensation, and training.

01 Did you graduate from an accredited college or university with a Bachelor's Degree in a related field?

• Yes
• No

02 Do you have four (4) years of experience in office management, three (3) years of which must have been in a supervisory capacity, operations coordinator or comparable classification with the City of Pensacola; or an equivalent combination of education and experience?

• Yes
• No

03 Do you possess an appropriate driver license for equipment operated and any license, training or certification required by law or regulation to complete assigned tasks?

• Yes
• No

04 If you are claiming veterans' preference, A DD214 or approved documentation from your current commanding officer (for current members of any reserve component of the United States Armed Forces or the Florida National Guard) is required that provides service dates, discharge type (if applicable), and honorable serving status (if currently serving). If claiming disability preference, a DD214 and a letter from the Department of Veterans' Affairs that states the percentage of disability are required. By making a selection below, I understand it is my responsibility to provide documentation with this application, If I need assistance, I can call 850-435-1660. Are you claiming veterans' preference?

• Yes
• No

* Required Question

Employer

City of Pensacola

Address

222 W. Main Street Pensacola, Florida, 32502

Phone

(850) 435-1660 (850) 435-1693

Website

http://www.pensacolacityjobs.com