Citizen Services Supervisor (311 Contact Center)

Citizen Services Supervisor (311 Contact Center)

Salary

$48,827.00 - $53,710.00 Annually

Location

311 Citizen Contact Center, VA

Job Type

Full-Time Permanent

Job Number

09366

Department

311 CUSTOMER CALL CENTER

Opening Date

07/09/2026

Closing Date

7/16/2026 11:59 PM Eastern

FLSA

Exempt

• Description
• Benefits
• Questions

Function

The purpose of the class is to work in an advanced leadership capacity to supervise daily operations for the 311 Citizens Contact Center. The class works under general supervision, independently developing work methods and sequences.

Minimum Requirements

• Associate's degree in business or public administration, communication, public relations or a related field.
• A minimum of three (3) years full-time equivalent customer service experience, including direct customer contact, problem identification and resolution.
• A minimum of one (1) year of supervisory experience required.
• Thorough knowledge of Microsoft Office software is required.
• A Bachelor's degree is preferred.
• A combination of education and experience may be considered for this position.
• Must successfully complete a skills-based assessment.
• Must successfully pass a criminal background check for this position prior to any offer of employment or promotion.

Additional Requirements

• Requires effective communication with internal and external customers.
• Requires working a flexible schedule to include evenings, weekends, and some holidays.
• May require working beyond a standard 40-hour work week.
• The incumbent will be considered "essential personnel" during City emergency situations or at the direction of the City Manager which may include long hours and unusual schedules.

Click here for a complete job description.

Benefits Overview

This is a summary of benefits associated with permanent, full-time positions. Benefits associated with other positions can be found with specific job listings. Benefits begin on the 1st of the month following one full calendar month of employment in the following benefit plans:

• Sentara Health Medical Insurance
• OptumRx
• Delta Dental Insurance
• Anthem Blue View Vision
• FSA Reimbursement accounts
• Standard: Accident and Critical Illness
• Trust Mark Universal Life Insurance
• Legal Resources Plan
• Virginia 529
• Mission Square: 457 / Roth IRS / Roth 457 (b) IRA
• Employees begin accruing annual and sick leave immediately.
• Other forms of leave include:
• Maternity Leave
• Parental Bonding Leave
• Care for Sick Parent Leave
• Birthday Leave
• Personal day (available every quarter)

The eleven paid holidays each year include:

• New Years Day

• Martin Luther King, Jr. Day

• Presidents Day

• Memorial Day

• Juneteenth Day

• Independence Day

• Labor Day

• Veterans Day

• Thanksgiving Day

• Christmas Day

• Employees birthday

• A tax deferred retirement plan 457 is offered through the ICMA Retirement Corporation. An after-tax retirement plan, Roth IRA, is offered through the ICMA Retirement Corporation (1-800-669-7400). For more information, see the VRS website.

• Group life insurance is offered through the VRS and the carrier is the Minnesota Life Insurance Company.

Tax deferred retirement plan 457 is offered through the ICMA Retirement Corporation (1-800-669-7400). For more information, see the ICMA-RC website.

• Training and Career Development: The Employee Education Assistance Program (EEAP) encourages employee development through (1) educational programs leading to a degree, (2) skilled craft or trade training leading to a certificate or license and (3) coursework to renew and update skills. Eligibility criteria apply. In addition, the City offers training opportunities in technological, leadership, supervisory, and other areas of government/business knowledge and skill development.

• Medical/Dental and Dependent Care Reimbursement Accounts are offered on a pre-tax basis in order to reduce the amount of tax the employee pays.

• The Employee Assistance Program (EAP) is confidential and personal counseling service for the employee and their immediate family (757-363-6777, 1-800-899-8174 or Sentara EAP website.

• Direct deposit into most banks is a convenient finance feature.

Savings bonds are available to the Citys workforce.

• Employees are covered for Workers Compensation where appropriate.

01

Which of the options below best describes your highest level of education in Business or Public Administration, Communication, Public Relations or a related field?

• High school diploma or GED
• Some college or vocation education in Computer Science or IT
• Associates degree in Computer Science or Information Systems
• Bachelors degree in Computer Science or Information Systems
• Maters degree or higher in Computer Science or Information Systems
• None

02

Which of the options below best describes your full-time equivalent customer service experience, including direct customer contact, problem identification and resolution?

• No experience
• 1-2 years experience
• 3-4 years experience
• 5 or more years experience

03

Do you have at least 1 year of supervisory experience?

• Yes
• No

04

Are you proficient in the use of Microsoft Office software?

• Yes
• No

05

I understand that if selected for this position, I must successfully pass a criminal background check prior to any offer of employment or promotion.

• Yes
• No

06

I understand that this position may require work beyond a standard 40 hour work week to include evenings, weekends, and some holidays.

• Yes
• No

07

The incumbent will be considered "essential personnel" during City emergency situations or at the direction of the City Manager which may include long hours and unusual schedules.

• Yes
• No

Required Question

Employer City of Hampton

Address 22 Lincoln Street

Hampton, Virginia, 23669

Phone (757) 727-6407

Website http://www.hampton.gov/hr