JOB LOCATION
15151 E Alameda Pkwy Aurora, Colorado 80012-1555City of Aurora, Colorado
It is an exciting time to work for the City of Aurora, we're growing and looking for dedicated and collaborative individuals to join our team of talented and valued employees. Excellent organizations have a set of principles, or core values, that are used to implement their mission and vision. Those values represent the touchstone for the organization, guiding the decisions of the individuals and the organization. At the City of Aurora, we demonstrate our excellence by modeling the CORE 4 Values of: Integrity, Respect, Professionalism, and Customer Service, and we welcome all who share these values to apply.
Why Work for Aurora?
PRIMARY DUTIES & RESPONSIBILITIES
Hiring Salary: $71,755 - $89,694/year
The deadline to submit an application to this position is November 19, 2025. However, it is subject to close at any time once a qualified pool of applications is obtained.
OVERVIEW OF JOB
The City of Aurora is seeking a Customer Service Supervisor who will plan, coordinate, supervise and direct the work activities of personnel in the Access Aurora section for the City of Aurora. The incumbent will manage and direct customer service-wide programs and projects, phone communication, email correspondence and chatbot functionality. This job provides expert professional assistance and guidance to city staff for strategy, policy and operational issues involving areas of assigned responsibility.
This job may provide direction to project teams including assignment of individual responsibilities, tasks and technical functions if required; identify needs and allocate the appropriate resources to meet the timely completion of tasks; and assist in creating work plans, schedules, resource plans, and status reports.
PRIMARY DUTIES & RESPONSIBILITIES
Plans, assigns, and coordinates, through subordinate supervisors and/or employees, the functions of customer service which include many city-wide departments and divisions that interact with customers via telephone, online, or in person
Develops customer service priorities, goals, and objective related to customer service satisfaction and departmental scorecard measures
Assists with administering section budget; may submit budget recommendations and justifications helps monitor and controls expenditures.
Supervises and lead direct reports, this includes but is not limited to making recommendations regarding selection, hiring, training, evaluating and disciplining of assigned employees
Serves as subject matter expert in all areas of customer service for Access Aurora and the city of Aurora
Leads the evaluation, development, and implementation of customer service standards, objectives and training.
Responsible for selection, implementation and on-going customer relationship management (CRM) system management and records maintenance
Oversees the Access Aurora and other city-wide call centers
Performs additional duties as assigned
MINIMUM QUALIFICATIONS & WORKING CONDITIONS
An equivalent combination of education, training, and experience that demonstrates required knowledge, skills, and abilities may be considered.
Education:
Associate’s degree in Business, Management, Finance, or related field
Experience:
At least 5years of progressively responsible experience in customer service and/or call center
Knowledge:
Knowledge of utility and/or call center operations, related computer hardware and software utilized in a call center environment
Knowledge of customer service, CRM and best practices, ideally within municipalities or utilities
Skills:
Strong interpersonal and negotiating skills
Strong time management skills
Excellent leadership, teambuilding, and decision-making skills.
Excellent communication skills (written and verbal), friendly and supportive customer support skills, and the ability to remain flexible and balance multiple priorities are key attributes
Abilities:
Ability to communicate effectively both verbally and in writing and synthesize complex information into a more useful format for decision-makers
Ability to direct and effectively supervise a large diverse workforce
Ability to administer budgets
Ability to handle sensitive situations with tact and diplomacy
Ability to solve problems, negotiate and handle stressful situations
Ability to manage complex projects
Preferred Qualifications:
Leadership experience
Bilingual, Spanish preferred
Customer Relationship Management (CRM) System Implementation experience preferred
Project Management experience preferred
WORKING CONDITIONS
Essential Personnel:
When a local announcement of emergency or disaster is declared by the City, all City of Aurora employees may be required to work as essential personnel.
Physical Demands:
Frequent hand/eye coordination for operation of office equipment
Clear vision to read and interpret reports and other written documents
Frequent speech communication, hearing and listening to maintain communication with employees and residents
Hand/eye coordination for operation of computer keyboard, carts and moveable shelving
Work Environment:
Works primarily in clean, comfortable environment
Equipment Used:
Frequently uses standard office equipment including computer, calculator, multi-line telephones, and copy/fax machines
Uses standard office equipment including personal computer and common office software such as email, internet, Word, Excel
This job may require the incumbent to use personal equipment (e.g. vehicle, cell phone, tools, etc.) in the course of their employment.
For Veterans preference: Please show all of your employment history, including military service and related documentation (DD214) on the application.
The City of Aurora is an equal opportunity employer. We are required by state and federal agencies to keep certain statistical records on applicants. It will not be used in any way to discriminate against you because of your sex, race, age, sexual orientation, creed, national origin, disability or military status, gender identity, unless related to a bona fide occupational qualification as defined by the Colorado Civil Rights Commission and the Equal Opportunity Commission.
Despite the changes in Colorado law, the City of Aurora maintains a drug-free workplace. A positive test of marijuana is grounds for disqualification and ineligibility for employment with the city for one year or termination once hired.
Drug Testing, Thorough Criminal Background Check, and Employment References:
As a condition of employment, all applicants selected for employment with the City of Aurora must undergo a thorough criminal background check.
Applicants selected for safety-sensitive positions are required to complete and pass a drug screening as a condition of employment. Safety sensitive positions include Civil Service positions within Police and Fire Departments and positions where their job responsibilities have direct and substantial responsibility that would impact the health and safety of others.
Employment references will be conducted on finalists for City of Aurora vacancies.