The City of Westbrook is seeking its first Customer Service Supervisor position within the Finance Department. This newly created position reflects the City's commitment to strengthening customer service, supporting employee development, and enhancing operations. The successful candidate will supervise Customer Service Representatives, coordinate daily workflows, provide training and coaching, oversee motor vehicle and excise tax operations, and serve as the department's technical lead for the Tyler Technologies MUNIS system. This position also works closely with the Finance Director, Deputy Finance Director, City Clerk's Office, and other departments to ensure accurate financial transactions, regulatory compliance, and continuous process improvement. The City of Westbrook is committed to fostering a professional, respectful, and welcoming workplace. We encourage all qualified individuals to apply and ensure that hiring decisions are based on experience, skills, and the needs of the role. We also welcome applications from women, people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans. Our goal is to create an environment where every employee can contribute meaningfully and feel supported in their role.

Key Responsibilities:

Supervise, mentor, and support the Customer Service Representative team. Promote a culture of exceptional customer service and professionalism. Coordinate daily operations, assign work, and monitor workflow and transaction accuracy. Serve as the department's subject matter expert for the Tyler Technologies MUNIS motor vehicle and excise tax system, including troubleshooting, workflow improvements, software testing, and coordination with Tyler Technologies. Oversee motor vehicle registrations, excise tax collections, title work, and related State of Maine transactions. Ensure compliance with Maine Bureau of Motor Vehicles regulations, City policies, and internal controls. Assist with resolving complex customer concerns and transaction discrepancies. Prepare regulatory reports, maintain inventory controls, and support financial reconciliation processes. Develop and maintain procedures, training materials, and operational documentation. Identify opportunities to improve efficiency, customer service, and departmental operations.

Education and Qualifications:

High school diploma or equivalent. Associate's or bachelor's degree in Business Administration, Finance, Public Administration, or a related field preferred. Minimum of three (3) years of customer service, municipal office, finance, cash-handling, or related experience. Previous supervisory or lead worker experience. Ability to obtain State of Maine Notary Public certification within three (3) months of hire. Successful completion of required State training programs within six (6) months of employment. Experience with municipal clerk operations, tax collection, motor vehicle registration, or cashiering preferred. Strong working knowledge of Maine Bureau of Motor Vehicles regulations preferred. Advanced experience using Tyler Technologies MUNIS preferred. For further details, the full job description is available at www.westbrook.gov/jobs.

Compensation and Benefits:

Competitive salary range of $70,802.34 - $83,401.54 per year based on years of relevant work experience. This position is a non-union role. A comprehensive benefits package includes medical (PPO plan at 12% premium cost, plus HRA reimbursement), dental, vision, life insurance (one times base salary), short and long-term disability, and employee assistance program. Generous paid leave including vacation, sick, and 13 holidays per year. Tuition reimbursement for job-related courses. Retirement program of the Maine Public Employees Retirement Plan (Maine PERS) or defined 457 with matching up to 6%.

Application Process:

Whether you have found us through our jobs page, Indeed, the Maine Municipal Association (MMA), Facebook, or other platforms, you can apply online, via email, or in-person. Be sure to include all necessary information, including the position applied for, salary requirement, experience, education, qualifications, and certifications. Online application Interested applicants should send their resume and letter of interest to the Human Resources Department at HR@westbrook.me.us. In-Person Applications at 2 York Street, Westbrook, ME Applicants who are not currently based in Maine should include a brief statement addressing their plans and readiness to relocate, including timing and reason for interest in the region. Applicants selected as finalists for this position will be subject to a comprehensive reference and background check including credit check. The City of Westbrook is an Equal Opportunity Employer and prohibits discrimination or harassment of any kind. We recruit, employ, train, compensate, and promote without regard to race, religion, creed, color, national origin, age, gender, gender identity, and/or expression, sexual orientation, marital status, disability, veteran status, or any other basis protected by applicable federal, state, or local law. About the

City of Westbrook:

The City of Westbrook was a traditional mill city that has grown and diversified significantly over the last two decades to become a residential hub and business center for the region. Westbrook has a population of over 20,000 and covers 17.36 square miles. Westbrook is centrally located to both urban and rural amenities. Currently, the City employs approximately 195 full-time and 80 variable-hour employees, covered by five different Collective Bargaining Agreements. The departments contained within the City are the Mayor's Office, Economic Development, City Clerk, Finance, Human Resources, Planning, Code Enforcement, & Assessing, Public Services, Community Services, General Assistance, Library, Police, Fire & Rescue, and Dispatch. The Finance Department manages all aspects of the City's financial operations, including accounting, budgeting, financial reporting, payroll, and compliance with financial regulations. It handles disbursements, motor and recreational vehicle registrations, tax payments, hunting and fishing licenses, and sewer and tax liens. Finance also provides financial analysis and advice to the City Council and other departments, ensuring responsible financial stewardship. The department works closely with auditors and ensures the City meets state and federal financial requirements. The department is staffed by nine full-time employees.

Pay:

$70,802.34 - $83,401.54 per year

Benefits:

401(k) matching Dental insurance Flexible spending account Health insurance Paid time off Retirement plan Tuition reimbursement Vision insurance

Work Location:

In person