FLSA: Exempt

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(S18) $61,048.00 - $91,499.20 a year

JOB CODE: 388600


Health, vision, dental, and life insurance; annual and sick leave; paid holidays; pension and tax-deferred compensation (457) plans; and more.

JOB PURPOSE: The selected candidate will perform highly responsible work involving the supervision and coordination of the Solid Waste municipal scalehouse, and the Solid Waste centralized dispatch and work order operations.


  • Creates and executes department work plans, benchmarking, and performance measures for all ccustomer service and scale house operation functions to include standard operating procedures. Serves as the Department's point of contact for all escalated customer inquiries and complaints, with responsibility for contact and resolution.

  • Conducts extensive computer research and maintains knowledge of the City’s utility billing and customer information system, the Customer Service Center, the Department's routing and work management system, or any other software programs the Department may implement.

  • Develops and implements programs and initiatives that seek customer feedback and reports to senior management on recommendations for improvement; identifies process improvement opportunities and makes recommendations to senior management; enforces City of Tampa codes, policies and procedures regarding customer service and scale house operations; maintains knowledge of municipal codes, including state statutes, constitutional rights, federal and state laws regarding solid waste activities; assists in designing and/or formulating documents and literature for department policies and procedures.

  • Manages credit and cash accounts for McKay Bay Scale House operations; assists in budget process with regards to operational and capital improvement needs.

  • Oversees customer service’s emergency response procedures including ‘E’ Team and scale house operations in the event of a natural disaster; prepares the Special Operations

    Unit for immediate deployment as unique situations arise and responds to critical incidents and conducting field inspections as necessary.

  • Provides training and guidance for customer service and scale house staff; coordinates public education meetings and designs Public Education materials.

  • Conducts weekly meetings with customer service and scale house staff; attends weekly meetings with other supervisors and administration, reviewing policies, procedures and programs; also reviews details of projects to provide a continued overview of departmental policies and procedures.

  • Attends meetings and prepares fact sheets for neighborhood associations, civic associations, crime watch and other organizations, to address issues relating to Solid Waste code enforcement, customer service and scale house operations.

  • Performs related work as required.


Considerable knowledge of: principles, practices, and methods required in the delivery of code enforcement, customer service functions and scale house operations; effective public relations and public dissemination principles and techniques.

Working knowledge of: customer service and problem resolution techniques; effective supervisory techniques.

Ability to: plan, assign, schedule, supervise, and review the work of subordinates; maintain records and prepare oral and written reports; train and evaluate lower level personnel; establish and maintain effective working relationships with employees, officials, and the public.


Graduation from an accredited college or university with a bachelor’s degree in public or business administration, or a related field and three (3) years of experience in administration of customer service or call center operations and/or scale house operations including six (6) months in supervisory experience; or an equivalent combination of training and experience.

LICENSES OR CERTIFICATES:Possession of a valid Florida driver’s license may be required.


Evaluation of education and experience. Drug testing is included in all pre-employment processing.

TO APPLY: To be considered for this position, applications must be received or postmarked by the closing date of July 8, 2014. Applications received or postmarked after the closing date will not be processed.

HELPFUL HINTS FOR COMPLETING YOUR APPLICATION: Please register as a MyTampaGov member before you begin the application process. This will enable you to view and re-use information from previously submitted applications to complete and submit any future applications. Please make certain your application is complete and the information you provide clearly demonstrates that you possess the minimum job qualifications as stated in the job announcement. Resumes can be submitted in support of an application, but not in lieu of an application. Resumes and copies of certifications or other required documents may be attached to your online application or e-mailed to careers@tampagov.net.

6-24-14 (388600)

Note: Applications must be received or postmarked by the closing date. Applications received or postmarked after 7/8/2014 will not be processed.

This office reserves the right not to consider those applications that have incomplete information, or that are received without necessary transcripts, certificates, licenses, or other required documents.