What are the responsibilities and job description for the Assistant Manager, Customer Service (Program Specialist I) position at Center for Digital Governmtent?
Position Description
This posting will be used to fill a full-time position in the Department of Public Works (DPW).
NATURE AND VARIETY OF WORK
The Assistant Manager, Customer Relations position will primarily manage and implement DPW’s strategic efforts to improve the daily customer experience. This position is responsible for researching, investigating and effectively mediating customer concerns, complaints and inquiries. The Assistant Manager, Customer Relations is responsible for managing and performing various educational and outreach opportunities including, but not limited to, the development of written and electronic outreach materials, conducting presentations and messaging for DPW social media accounts.
Examples Of Duties And Knowledge, Skills And Abilities
(Note: The duties and responsibilities enumerated in this class specification are for the purpose of determining a common set of minimum qualifications and salary level for all positions in this class. They are not intended to include all of the essential functions of all positions in the class.)
Customer Service
Respond to and mediate customer concerns, complaints and inquiries received by telephone, email, mail, social media and in person. Use supporting documentation and systems to research and investigate customer inquiries and then apply sound judgement to reach final recommendation on approving or denying customer requests. Effectively explain DPW processes and policies that support the Department’s final determination of customer requests. Work with DPW leadership and the Office of Finance Billing Services to ensure DPW Billing Policy is administered, up-to-date and fair as possible to customers. Maintain customer records in digital format and use County software to track and document the details of DPW’s communication, efforts and actions through the duration of each customer inquiry. Identify resources that will provide Customer Relations with information or tools to improve productivity and efficiency.
Outreach
Promotes upcoming capital projects and provides communities with a level of expectation during construction. Conduct and participate in meetings with the community and other county personnel. Identifies projects or DPW efforts in need of communication plans or special strategies.
Management
Communicates with and responds to elected and appointed officials. Review and update existing policies on an annual basis and draft new policies for Customer Relations as needed. Manage consultant service contracts. Analyze communication performance metrics to identify program improvements. Work with the Customer Relations Manager and other Customer Representatives within DPW to improve the customer’s experience. Other duties as assigned.
Knowledge, Skills, And Abilities
Knowledge of the services provided by the Department of Public Works.
General understanding of applicable County, State, and/or Federal regulations, policies and procedures.
Ability to communicate effectively, both orally and in writing.
Ability to deal tactfully, effectively and equitably with people.
Ability to attend meetings or perform work at locations outside the office.
Possess intermediate level MS Office skills.
Ability to create clear, concise and contemporary public messaging for DPW.
Minimum Qualifications
Graduation from an accredited four-year college or university; and one (1) or more years experience in a program/specialization area directly related to managing a customer relations section and preparing and conveying public messages about programs and policies.
Supplemental Qualifications
Preference will be given to candidates with the following:
The supplemental questions are a very important first step in our screening process. Therefore, you are required to accurately and completely respond to each question by providing the information asked in each question. Your responses will be used to initially determine your qualifications and eligibility for this position. DO NOT INDICATE "SEE RESUME" IN RESPONSE TO THE SUPPLEMENTAL QUESTIONS. This response and a lack of detail and explanation in the supplemental questions and in your application may result in failure or disqualification for this position. THIS MEANS YOU MAY BE INELIGIBLE FOR FURTHER CONSIDERATION IN THIS RECRUITMENT PROCESS. Please check "yes" to show that you have read and understand this statement.
Have you graduated from an accredited four-year college or university?
Please state your degree.
04
Do you possess one (1) or more years experience in a program/specialization area directly related to managing a customer relations section and preparing and conveying public messages about programs and policies?
Please detail how you possess one (1) or more years experience in a program/specialization area directly related to managing a customer relations section and preparing and conveying public messages about programs and policies. Please include employers, positions held, duties performed, positions held and dates/length of employment.
06
Do you possess experience with public works services or local government responsibilities?
Please detail this experience.
08
Do you possess experience and proficiency with publishing/graphic design?
Please Detail How You Possess This Experience.
10
What is your skill level in Word?
Please give an example to illustrate your experience level with Word.
12
What is your skill level in Excel?
Please give an example to illustrate your experience level with Excel.
14
What is your skill level in Powerpoint?
Please give an example to illustrate your experience level with Powerpoint.
16
Are you willing to periodically attend weekday meetings after normal working hours to include attendance at meetings on the weekend?
Do you possess experience using social media as an outreach tool?
Please detail this experience.
19
Did a county employee refer you? If yes, indicate their name, department and badge/id number. If you weren't referred by an Employee indicate N/A.
This posting will be used to fill a full-time position in the Department of Public Works (DPW).
NATURE AND VARIETY OF WORK
The Assistant Manager, Customer Relations position will primarily manage and implement DPW’s strategic efforts to improve the daily customer experience. This position is responsible for researching, investigating and effectively mediating customer concerns, complaints and inquiries. The Assistant Manager, Customer Relations is responsible for managing and performing various educational and outreach opportunities including, but not limited to, the development of written and electronic outreach materials, conducting presentations and messaging for DPW social media accounts.
Examples Of Duties And Knowledge, Skills And Abilities
(Note: The duties and responsibilities enumerated in this class specification are for the purpose of determining a common set of minimum qualifications and salary level for all positions in this class. They are not intended to include all of the essential functions of all positions in the class.)
Customer Service
Respond to and mediate customer concerns, complaints and inquiries received by telephone, email, mail, social media and in person. Use supporting documentation and systems to research and investigate customer inquiries and then apply sound judgement to reach final recommendation on approving or denying customer requests. Effectively explain DPW processes and policies that support the Department’s final determination of customer requests. Work with DPW leadership and the Office of Finance Billing Services to ensure DPW Billing Policy is administered, up-to-date and fair as possible to customers. Maintain customer records in digital format and use County software to track and document the details of DPW’s communication, efforts and actions through the duration of each customer inquiry. Identify resources that will provide Customer Relations with information or tools to improve productivity and efficiency.
Outreach
Promotes upcoming capital projects and provides communities with a level of expectation during construction. Conduct and participate in meetings with the community and other county personnel. Identifies projects or DPW efforts in need of communication plans or special strategies.
Management
Communicates with and responds to elected and appointed officials. Review and update existing policies on an annual basis and draft new policies for Customer Relations as needed. Manage consultant service contracts. Analyze communication performance metrics to identify program improvements. Work with the Customer Relations Manager and other Customer Representatives within DPW to improve the customer’s experience. Other duties as assigned.
Knowledge, Skills, And Abilities
Knowledge of the services provided by the Department of Public Works.
General understanding of applicable County, State, and/or Federal regulations, policies and procedures.
Ability to communicate effectively, both orally and in writing.
Ability to deal tactfully, effectively and equitably with people.
Ability to attend meetings or perform work at locations outside the office.
Possess intermediate level MS Office skills.
Ability to create clear, concise and contemporary public messaging for DPW.
Minimum Qualifications
Graduation from an accredited four-year college or university; and one (1) or more years experience in a program/specialization area directly related to managing a customer relations section and preparing and conveying public messages about programs and policies.
- Note: Accredited University or College is the recognition from an accrediting agency that an institution maintains a certain level of educational standards. The U.S. Department of Education maintains a database of accrediting agencies it recognizes for schools within the United States.
Supplemental Qualifications
Preference will be given to candidates with the following:
- Experience with public works services or local government responsibilities.
- Experience and proficiency with publishing/graphic design.
- At least intermediate proficiency with MS Office (Word, Excel and Power Point).
- Ability to periodically attend weekday meetings after normal working hours to include attendance at meetings on the weekend.
- Experience using social media as an outreach tool.
- Medical/Health Insurance Plans
- Open Access Aetna Select HMO-EPO
- Aetna Open Choice PPO
- Dental Insurance
- CIGNA Dental PPO (Buy-Up)
- CIGNA Dental PPO (CORE)
- CIGNA Dental HMO (DHMO)
- Vision Insurance
- EyeMed
- Employee Life Insurance
- Term insurance of up to 2 times salary ($100,000 maximum) for employees at no cost.
- Ability to purchase Supplemental & Dependent Life Insurance
- Disability Income Insurance
- Pension Plan
- Normal retirement after 30 years of service or Age 60 and 10 years of service or election to enroll in the Employees Retirement Savings Plan.
- Deferred Compensation Section 457 Plan
- Direct Deposit
- Credit Union
- Holidays
- Twelve days provided per year, thirteen in general election year
- Annual Leave
- Less than 3 years - 13 days
- 3 to less than 15 years - 20 days
- 15 years or more - 26 days
- Disability Leave
- Accrual at a rate of 15 days a year
- Personal Leave Day, 5 per calendar year
- Leave Sharing
- Employee Assistance Program
- Free, confidential counseling for employee and family members 4X per year per problem per family member; also counseling on legal and financial issues; assistance in locating childcare and elder care
- Flexible Spending Accounts
- Dependent Care Reimbursement
- Health Care Reimbursement
- Voluntary Benefits
- Provides you an opportunity to enroll in any or all of the benefits listed below with the convenience of payroll deduction
- Universal Life Insurance with Long Term Care Rider
- United Legal Benefits
The supplemental questions are a very important first step in our screening process. Therefore, you are required to accurately and completely respond to each question by providing the information asked in each question. Your responses will be used to initially determine your qualifications and eligibility for this position. DO NOT INDICATE "SEE RESUME" IN RESPONSE TO THE SUPPLEMENTAL QUESTIONS. This response and a lack of detail and explanation in the supplemental questions and in your application may result in failure or disqualification for this position. THIS MEANS YOU MAY BE INELIGIBLE FOR FURTHER CONSIDERATION IN THIS RECRUITMENT PROCESS. Please check "yes" to show that you have read and understand this statement.
- Yes
- No
Have you graduated from an accredited four-year college or university?
- Yes
- No
Please state your degree.
04
Do you possess one (1) or more years experience in a program/specialization area directly related to managing a customer relations section and preparing and conveying public messages about programs and policies?
- Yes
- No
Please detail how you possess one (1) or more years experience in a program/specialization area directly related to managing a customer relations section and preparing and conveying public messages about programs and policies. Please include employers, positions held, duties performed, positions held and dates/length of employment.
06
Do you possess experience with public works services or local government responsibilities?
- Yes
- No
Please detail this experience.
08
Do you possess experience and proficiency with publishing/graphic design?
- Yes
- No
Please Detail How You Possess This Experience.
10
What is your skill level in Word?
- No knowledge
- Beginner
- Intermediate
- Expert
Please give an example to illustrate your experience level with Word.
12
What is your skill level in Excel?
- No knowledge
- Beginner
- Intermediate
- Expert
Please give an example to illustrate your experience level with Excel.
14
What is your skill level in Powerpoint?
- Beginner
- Intermediate
- Expert
- No Knowledge
Please give an example to illustrate your experience level with Powerpoint.
16
Are you willing to periodically attend weekday meetings after normal working hours to include attendance at meetings on the weekend?
- Yes
- No
Do you possess experience using social media as an outreach tool?
- Yes
- No
Please detail this experience.
19
- Note: Accredited University or College is the recognition from an accrediting agency that an institution maintains a certain level of educational standards. The U.S. Department of Education maintains a database of accrediting agencies it recognizes for schools within the United States. For a University or College outside the United States, the applicant must provide documentation of accreditation and educational equivalency, which can be accomplished through a credential evaluation service. Applicants with a foreign degree must provide this documentation upon the close of the announcement. Have you attached the appropriate documentation to verify your education?
- Yes
- No
Did a county employee refer you? If yes, indicate their name, department and badge/id number. If you weren't referred by an Employee indicate N/A.
- Required Question
Salary : $100,000
