CUSTOMER RELATIONS OFFICER

Job Description:

CUSTOMER RELATIONS OFFICER

Description

DESCRIPTION

The City of Long Beach is seeking a highly qualified and experienced professional to oversee the Customer Relations Division's day-to-day customer service, education, and outreach operations in the Department of Public Works.

Appointment to this position is expected to be at or below the midpoint $128,776.72 of the salary range, however, the final amount will be carefully determined based on the candidate's knowledge, skills, qualifications, and an evaluation of internal equity within the organization.

THE COMMUNITY

The City of Long Beach is located south of Los Angeles and adjacent to Orange County, making it an idyllic location with oceanside activities, diverse culture, and a unique economy. Long Beach is home to approximately 470,000 residents living across the area’s 51 square miles, including 169 parks with 26 community centers and many public spaces. This community is one of the most diverse in the United States, making it an excellent place to learn about and immerse yourself in various cultures. When you live in Long Beach, you get to enjoy the Southern California climate all year long, making surfing, hiking, golfing, and other outdoor activities popular in this area. Biking is a favorite pastime among residents, as this area is bike friendly. Walking around town is also easy, considering the City was rated the 10th “Most Walkable City” of over 100 cities globally. Long Beach features six miles of beaches and many parks and public spaces, as well as the Long Beach Convention Center, Aquarium of the Pacific, Queen Mary, and the annual IndyCar Acura Grand Prix of Long Beach.

CITY GOVERNMENT

Long Beach is a full-service Charter City formed in 1897, governed by nine City Council members who are elected by district and a mayor that is elected at-large. Elected officials also include the City Attorney, City Auditor, and City Prosecutor. The Council Members and the Mayor are subject to a three-term limit, which allows them to serve for a maximum of 12 years. The City Council appoints a City Manager and a City Clerk. The City Manager is responsible for the efficient administration of all City departments, excluding those under the direction of a separately elected official, Board or Commission.

The City Council appoints the City Manager, City Clerk, and Director of Police Oversight. The City Manager is responsible for the efficient administration of all City departments, excluding those under direction of a separately elected official, Board, or Commission. Long Beach is one of only three cities in California with its own Health Department and one of the very few municipalities with its own Utilities (Water and Gas) and Energy Resources Departments. The City is supported by a FY 2025 total budget of $3.6 billion with a General Fund budget of $752 million. More than 6,000 full- and part-time employees support municipal operations with the majority being represented by eleven recognized employee associations. To learn more about the City of Long Beach, go to: www.longbeach.gov .

THE DEPARTMENT OF PUBLIC WORKS
The mission of the Department of Public Works is “to maintain and enhance the City’s infrastructure and environment for the benefit of the public.” The Department’s core services are focused on providing for and maintaining safe and efficient infrastructure for the community, providing for sustainable environmental protection including water quality and waste collection and diversion, and safely and efficiently designing, constructing, delivering, protecting, and maintaining services for public facilities and public rights-of-way. The Department has six bureaus: Business Operations, Engineering, Environmental Services, Project Management, Public Service, and Transportation Project Management. The Department has over 690 budgeted positions with an annual operating budget of $250 million and an annual capital improvement program budget of $190 million. Additional information on the Department can be found at www.longbeach.gov/pw .

THE POSITION

The Customer Relations Officer is an at-will management position that is responsible for coordinating and partnering with local and regional stakeholders to lead the customer service operations for services provided by the Public Works department focusing on inquiries related to solid waste management, street sweeping, parking enforcement, micro-mobility programs, traffic safety and infrastructure projects. This leadership position is at the intersection of public service, operations, and technology. The role's primary nature is to serve as the unifying force for all customer service interactions across multiple, vital city programs. The manager is expected to be an empathetic leader who guides a team to deliver consistent, high-quality support. They must also be able to anticipate and solve for challenges, using data to identify operational inefficiencies and plan for actionable enhancements of customer communication. This is not just a management role; it is a change-agent role focused on continuous improvement and modernization of public service. The position leads a dedicated team of 17 staff members and one supervisor, ensuring the delivery of high-quality, efficient, and consistent service across all communication channels. This position will support the update to the department’s website by providing data regarding resident challenges and inquiries. The position is responsible for timely and accurate communications and working with the Public Works communications team to ensure consistent messaging and branding across all campaigns and outreach efforts.

The position is responsible for overseeing and strengthening the bureau’s day-to-day customer service, education, and outreach operations while leading a team that currently consists of: 1 Customer Service Supervisor, 1 Clerk Typist and 16 Customer Service Representatives. The position collaborates regularly with the Public Works communications division ensuring consistent brand and messaging. The position may collaborate with Financial Management and Utilities for billing matters, bill inserts, and other efforts. The manager is accountable for the full-cycle operation of the call center and its future expansion into a multi-channel contact center. The role's breadth extends across a diverse range of municipal services, including solid waste management, street sweeping, parking enforcement, and micro-mobility programs. The scope is forward-looking, requiring the manager to lead the integration of new digital communication channels (chat, email, and online forms), fundamentally transforming how the city interacts with its residents. To succeed the individual will need to demonstrate decision making, prioritizing resources, and developing recommendations based on analysis of data.

EXAMPLES OF DUTIES

Duties for this position include:

• Operational Excellence: The manager will be responsible for optimizing call center operations to handle high-volume inquiries efficiently. This includes reducing average wait times, improving first-call resolution rates, and ensuring staff are well-trained on policies and procedures for all programs.
• Omni-Channel Integration: The role will be critical in the future expansion of customer support beyond phone calls to include chat, email, and online forms. A key focus will be to seamlessly integrate these new channels, ensuring a unified and consistent customer experience regardless of how residents choose to communicate.
• Team Leadership & Development: The manager will directly supervise a supervisor and a diverse team of full-time and part-time staff. This involves fostering a positive and professional work environment, implementing clear performance metrics, and providing ongoing training to enhance customer service skills and program knowledge.
• Data-Driven Decision Making: A core responsibility will be to use customer interaction data, such as call volume, inquiry types, and service requests, to identify trends and opportunities for improvement. This information will be used to proactively address common issues and inform strategic decisions for program enhancements.
• Operational Management: Overseeing all aspects of the call center, including the supervision of a supervisor and team of 17 staff members. This involves managing schedules, workflows, and resource allocation to ensure continuous service availability.
• Performance Optimization: Developing, implementing, and monitoring key performance indicators (KPIs) to measure the efficiency and effectiveness of the team. This includes analyzing metrics on call volume, wait times, first-call resolution, and customer satisfaction.
• Strategic Planning: Leading the expansion of the call center's capabilities to new communication channels, such as chat, email, and online forms. This requires developing a roadmap for smooth transition and integration.
• Staff Development: Fostering a positive work environment, providing continuous training and coaching for staff, and conducting performance reviews to ensure professional growth and high-quality service.
• Inter-Departmental Collaboration: Serving as the primary point of contact for the solid waste, street sweeping, parking enforcement, and micro-mobility programs. This ensures that the customer service team has the most current information to address public inquiries accurately.
• Other duties as assigned.

REQUIREMENTS TO FILE

MINIMUM REQUIREMENTS

EDUCATION:

• Graduation from an accredited college or university with a bachelor’s degree in Public Administration, Business Administration, Communications or closely related field. (Proof required at time of application)
• Candidates may substitute experience offering specific and substantial preparation for the duties of the position for the required education on a year-for-year basis.

EXPERIENCE:

• Three (3) years of progressively responsible experience in a customer service or call center management role is crucial. This experience should include direct supervision of staff, budget management, and a track record of implementing process improvements.
• One (1) year of the required experience must have been at a lead or supervisory level.

Additionally, the candidate should have:

• Technical Proficiency: The manager must be proficient in customer relationship management (CRM) software, call center technology, and data analytics tools. Familiarity with systems for tracking service requests and generating reports is also essential;
• Communication Skills: Exceptional verbal and written communication skills are non-negotiable. The role requires the ability to communicate clearly with staff, other city departments, and the public, often in high-pressure situations;
• Problem-Solving and Strategic Thinking: The candidate needs to be a skilled problem-solver who can analyze complex data and develop strategic solutions to improve customer service. This includes the ability to anticipate future needs, such as the integration of new communication channels, and plan for them;
• Leadership and Empathy: Strong leadership skills are vital for motivating and guiding the team. The manager should also demonstrate empathy, both for the staff they lead and the customers they serve, ensuring a supportive and professional environment;
• Data Visualization and Reporting Skills: Proficiency in creating clear and compelling dashboards or reports that translate complex call center data into actionable insights for leadership.

ADDITIONAL REQUIREMENTS:

• A valid driver’s license, or the ability to arrange necessary and timely transportation for field travel, may be required for some assignments.

DESIREABLE QUALIFICATIONS

• Experience within a government or public-sector environment, particularly one dealing with municipal services, is highly desirable;
• Experience managing supervisors is highly desirable;
• Experience in quality control principles and practices;
• Knowledge of measurable key performance indicators, which leads to optimal customer experience;
• Knowledge of computer software and call center technology;
• Demonstrated success in change management and integration of new tools and technologies;
• Proficiency in creating clear and compelling dashboards or reports;
• Proven experience building and leading teams;
• Demonstrated success in cross functional collaboration across a large organization;
• Knowledge of or experience with public speaking or presentation skills.

SELECTION PROCEDURE

This recruitment will close at 11:59 PM Pacific Time on Tuesday, September 30, 2025. To be considered, please submit an online application, including a cover letter, resume, and proof of education (if qualifying with a degree) in PDF format. Applications that fail to include all necessary documents will be considered incomplete and will not be taken into consideration.

Applications will be reviewed for depth and breadth of experience, and for level and relatedness of education. The most qualified candidates will be invited to participate in further selection procedures. The selected candidate may be required to go through a background check and a physical examination prior to appointment. Applicants who do not meet the minimum requirements, including submission of all required attachments, will not be considered. For questions regarding this recruitment, please contact 562-570-4686 .

The City of Long Beach is an Equal Opportunity Employer . We value and encourage diversity in our workforce. The City of Long Beach is committed to creating a workplace where every employee is valued for who they are. Having our workforce reflect the diversity of our community at various levels of the organization is a continuous goal embraced by our departments, management staff, and policymakers. To support efforts of fairness and diversity, City Leadership is committed to incorporating equity and inclusion into our work by supporting staff and community partners. We are committed to promoting transparency by publishing updated demographic information for employees, including workforce diversity data and pay by race and gender.

The City of Long Beach will consider qualified applicants with a criminal history pursuant to the California Fair Chance Act. You are not required to disclose your criminal history or participate in a background check until you receive a conditional job offer. If the City of Long Beach has concerns about a conviction that is directly related to the job after making a conditional job offer and conducting a background check, you will have the opportunity to explain the circumstances surrounding the conviction, provide evidence to mitigate concerns, or challenge the accuracy of the background report. Find out more about the Fair Chance Act by visiting https://calcivilrights.ca.gov/fair-chance-act

The City of Long Beach is committed to maintaining fairness and transparency in our hiring practices. We believe in providing equal opportunities to all applicants and ensuring that every applicant is evaluated based on their qualifications and merit. If you believe that you have been unjustly disqualified based on minimum qualifications for an unclassified job opportunity, you have the right to appeal the decision. Find out more about the Unclassified Applicant Appeal Process by visiting Applicant Appeal Process (longbeach.gov) .

The City of Long Beach intends to provide reasonable accommodations in accordance with the Americans with Disabilities Act of 1990. If a special accommodation is desired, or if you would like to request this information in an alternative format, please call 562-570-4686.

For technical support with your governmentjobs.com application, please contact (855) 524-5627.

The City of Long Beach offers its employees opportunities to grow personally and professionally.As a permanent employee, you are eligible to receive fringe benefits that include:

Retirement:California Public Employees' Retirement System (PERS) defined benefit retirement plan, which is coordinated with Social Security. The benefit is 2.5% or 2.7% (depending on hire date) @55 for "Classic" members and 2% @62 for new members as defined by PEPRA, subject to the compensation limitations set by PERS. Both the City and the employee contributes toward CalPERS retirement contributions. The city also participates in Social Security.

Health and Dental Insurance:The City offers the choice of HMO and PPO plans. The city pays major portion of the premium for employee and dependents depending on the health/ dental plan selected.

Life Insurance:City-paid term life insurance policy equal to three (3) times annual salary to a maximum of $500,000.

Disability Insurance:City-paid short-term and long-term disability insurance.

Management Physical:Annual City-paid physical examination.

Vacation:Twelve (12) vacation days after the first year of service; 15 days after four years, six months of service; 20 days after 19 years, six months of service.

Executive Leave:Forty (40) hours Executive Leave per year. The City Manager has discretion to grant an additional 40 hours each year.

Sick Leave: One day earned per month; unlimited accumulation; conversion upon retirement to cash credit toward health and/or dental insurance premiums, or to pension credits.

Holidays:Eleven (11) designated holidays per year, plus four personal holidays to be used at the employee's discretion.

Transportation Allowance:Monthly allowance is allocated by classifications below;

• Department Head $650.00
• Deputy Director/Manager/Director (Harbor/Utilities) $550.00
• Division Officer/Superintendent/ Chief of Staff / Administrator / Principal DCA $450.00
• Assistant to Executive / Executive Assistant / Executive Secretary/ Executive Support Staff $300.00

Deferred Compensation Plan:Optional for employee contribution to a supplementary retirement savings program available through Mission Square Retirement formerly ICMA-RC Retirement Corporation).

• Classic CalPERS Members: The City will contribute a maximum of up to two percent (2%) of base salary* for all qualified Classic CalPERS members.
• Public Employees’ Pension Reform Act (PEPRA) CalPERS Members: Effective the second full pay period following City Council adoption, the City contribution will increase from two percent (2%) to three percent (3%) of base salary* for all qualified PEPRA CalPERS members.

Flexible Spending Account (FSA):Optional election for employees to reduce taxable income for payment of allowable childcare or medical expenses.

Flexible/Hybrid Work Schedule:Available (subject to City Manager approval).

Paid Parental Leave: The City provides one hundred and sixty (160) hours of Paid Parental Leave at 100% of salary, for the birth, adoption or foster placement of a child, regardless of the gender, marital status or sexual orientation of the parent.

Closing Date/Time: 9/30/2025 11:59 PM Pacific

Salary:

$106,051.90 - $151,501.53 Annually