NEOGOV · 2 months ago
Customer Care Center Supervisor
Gastonia, NC
Full-time
Onsite
Mid Level
$61K/yr - $85K/yrNEOGOV is part of the City of Gastonia, and they are seeking a Customer Care Center Supervisor to manage the Customer Service Center. This role involves supervising staff, resolving customer inquiries, and improving service quality across the department.
GovTechHuman ResourcesInformation TechnologySoftware
Responsibilities
Answers calls from city customers, answers questions, resolves problems, and maintains customer satisfaction by providing problem-solving resources. Responds to customer inquiries or complaints related to City of Gastonia services
Coordinates with all City of Gastonia departments to develop and maintain the help file that will be utilized by all Customer Service Center employees to answer call inquiries from customers
Accomplishes customer service human resource objectives by recruiting, selecting, training, and coaching employees. Manages customer service staff, communicates job expectations, completes performance appraisals and job reviews
Ensures a strong customer service orientation with all activities. Implements productivity, quality, and customer-service standards
Determines customer service requirements by maintaining contact with customers and visiting operational environments
Evaluates systems, policies and procedures to provide the most efficient customer service
Improves customer service quality results by conducting surveys and studying, evaluating, and re-designing processes and establishing and communicating service metrics and monitoring and analyzing results
Audits customer service procedures and trends and determines system improvements
Qualification
Required
Bachelor's degree in business management or a related field and considerable experience in customer service, call centers, local governments including moderate supervisory experience
Or equivalent combination of education and experience
Must have knowledge of accounting procedures as they relate to City government operations
Knowledge of state laws and City ordinances and procedures governing procedures
Ability to establish effective working relationships with the public, subordinates and other employees
Ability to communicate effectively, both orally and in writing; comprehensive knowledge of computer operations and data processing as applied to city procedures and software
NIMS IS 700, 100, 200 and 300 training within 12 months of hire
Must have the ability to occasionally push, pull, or lift up to 20 lbs and to occasionally work in an outside environment
Must have the ability to interface and resolve customer complaints within the office environment, as well as out in the field on occasion
The worker is required to have close visual acuity to perform one or more of the following: preparing and analyzing data and figures; accounting; computer terminal; extensive reading
Drug screening, criminal background checks, and reference checks are required
Benefits
High Deductible Health Plan with HSA
Dental
Vision
Life
Supplemental Insurance Plans
Pension (Local Government Employees' Retirement System)
401(k)
457
Short-term/Long-term Disability
Dependent Care Plan
Employee Assistance Program
On-Site Health Clinic
Employee Educational Assistance Program
Sick Leave (12 days per year)
Initial Employment Vacation: Starting at 12 days per year
Holidays (11 days per year)
Personal Day (1 day per year)
Company
NEOGOV
NEOGOV is the leading provider of workforce management software uniquely designed for the public sector, education, and public safety.
Founded in 1999
501-1000 employees
H1B Sponsorship
NEOGOV has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (13)
2024 (10)
2023 (10)
2022 (18)
2021 (14)
2020 (16)
Funding
Current Stage
Late StageTotal Funding
$700MKey Investors
Warburg Pincus
2025-07-28Secondary Market· $700M
2025-07-28Acquired
2021-06-02Private Equity
Leadership Team
Shane Evangelist
CEO
Brandon McDonald
Head Of Marketing
Recent News
Canada NewsWire
2025-11-14
2025-11-14
Government Technology US
2025-10-31
Company data provided by crunchbase