General Job Information Job Summary This position is located in the Unified Communication Center (UCC), Solid Waste Management Administration, with the Department of Public Works. DPW's Solid Waste Management Administration performs a number of daily operations including trash and recycling collection, sanitation education and enforcement, graffiti removal, public litter can service, fall leaf collection, and street and alley cleaning. The information management services include the full range of functions and services provided by the Solid Waste Management Administration (SWMA) and serve to ensure first call resolution for internal and external customers. As the Customer Service Manager, incumbent is responsible for providing information management, service request, service delivery, and problem resolution services to both internal and external customers. Duties and Responsibilities Directs the Unified Communication Center (UCC) internal and external customer service center. Manages organizational changes throughout the UCC with calls live to the program. Plans work to be accomplished by subordinates, set and adjust short-term priorities, and prepare schedules for completion of work. Assign work to subordinates based on priorities, develop performance standards and evaluate work performance of subordinates. Manages the escalation program of the UCC and oversees the customer service requests for information, general services, and problem-resolution activities submitted from internal and external customers. Ensures the receipt of inquiries received via, US mail, email, the Mayors Call Center, or outside sources are responded to and provided some form of information and/or resolution. Exercises delegated authority to oversee the overall planning, direction, and timely execution of the SWMA UCC. Qualifications and Education Specialized Experience is experience that equipped the applicant with the particular knowledge, skills, and abilities to perform successfully the duties of the position, and that is typically in or related to the work of the position to be filled. To be creditable, one (1) year of specialized experience must have been equivalent to at least the next lower grade level in the normal line of progression. Work Conditions/Environment The work is performed in a typical office setting which is adequately lighted, heated, and ventilated. Other Significant Factors Tour of Duty: Monday - Friday, 8:15am - 4:45pm Promotion Potential: No Known Promotion Potential Pay Plan, Series and Grade: MS-0301-12 Collective Bargaining Unit (Non-Union): This position is not in the Collective Bargaining Unit Duration of Appointment: MSS At-Will. Positions in the Management Supervisory Service (MSS) serve at the pleasure of the appointing authority and may be terminated at any time with or without cause. Position Designation: This position has been designated as security sensitive therefore the incumbent of this position will be subject to enhanced suitability screening pursuant to Chapter 4 of DC Personnel Regulations, Suitability and as such, incumbents of this position shall be subject to criminal background checks, and background investigations, as applicable. Essential Designation: This position has been designated as an essential employee position under the provisions of the District Personnel Manual, Chapter 12. As such, your services may be required in emergency situations to perform crucial duties, i.e., snow removal, debris removal, transportation, shelter operation, food distribution, and communications. These duties may be performed when the government is closed or when most employees are dismissed early. Critical District government operations cannot be suspended or interrupted during emergency situations. EEO Statement: The District of Columbia Government does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.