What are the responsibilities and job description for the Customer Service Liaison II position at Charleston County Government?
We are looking for an energetic, motivated, and customer focused individual to join our team! We offer competitive salary, great benefits package, paid holidays, vacation, sick, maternity, and parental leave. Working for Charleston County allows you to achieve the work life balance you have been looking for!
Under the supervision and direction of the Customer Service Manager, our Customer Service Liaison II will assist in resolving complex and high-profile citizen concerns and issues in the community. This position will be the primary source of information and referral, as well as dispute resolution, for all matters pertaining to Public Works activities. The work is performed primarily in an office environment but will also require meeting with citizens in the field when necessary to fully understand and address their issues/concerns.
HIRING SALARY RANGE: $54,308.80 - $61,172.80 (Estimated Annual Salary)
APPLICATION DEADLINE: OPEN UNTIL FILLED, APPLICATION REVIEW BEGINS IMMEDIATELY.
DUTIES INCLUDE:
*Must develop a broad and detailed understanding of all Divisions of the Public Works Department and the services provided to the community to provide knowledgeable and timely responses to citizens.
*Assist Director and department management with complex and high priority customer service concerns, by fully understanding all stakeholder perspectives and providing detailed briefing of the situation.
Consult with staff and citizens to clarify and analyze problems, focus discussions, and use problem solving skills to develop a mutually satisfactory process for resolution.
*Evaluate situations and refer as needed to the appropriate member of the Public Works staff while working closely with the citizen to maintain excellent communication.
*Utilize the Department’s work order and permitting system to ensure customer requests are properly entered and monitored and the citizen is kept informed and notified of the outcome.
*Provide detailed research on easement/right-of-way, deeds, plats, road maintenance history, property ownership records, maintenance jurisdiction, Council directives and Council minutes to ensure all available data is identified and summarized in a briefing to management.
Act as lead point of contact for the Legislative Delegation drainage task force by keeping status updates on all requests in a routine and organized fashion.
*Provide oversight for activities associated with technical processes within Cartegraph, SeeClickFix, CHASAM, and other departmental software and processes as needed.
*Compile data from various databases (new and completed work orders, special requests, rainfall totals, maintenance jurisdiction requests, etc. to present the weekly customer service report to department leadership.
*Respond to difficult and complex customer service questions, comments, and requests in a courteous, timely manner.
*Keep immediate supervisor informed concerning work progress, including present and potential work problems; make suggestions on new or improved ways of addressing such problems.
*Maintain a professional but warm rapport with difficult customers, other municipalities and state agencies
*Perform other directly related duties consistent with the role and function of the classification including assisting the Director with various projects which require detailed and organized coordination efforts.
*May be designated to report to work during hazardous weather or emergency conditions.
Under the supervision and direction of the Customer Service Manager, our Customer Service Liaison II will assist in resolving complex and high-profile citizen concerns and issues in the community. This position will be the primary source of information and referral, as well as dispute resolution, for all matters pertaining to Public Works activities. The work is performed primarily in an office environment but will also require meeting with citizens in the field when necessary to fully understand and address their issues/concerns.
HIRING SALARY RANGE: $54,308.80 - $61,172.80 (Estimated Annual Salary)
APPLICATION DEADLINE: OPEN UNTIL FILLED, APPLICATION REVIEW BEGINS IMMEDIATELY.
DUTIES INCLUDE:
*Must develop a broad and detailed understanding of all Divisions of the Public Works Department and the services provided to the community to provide knowledgeable and timely responses to citizens.
*Assist Director and department management with complex and high priority customer service concerns, by fully understanding all stakeholder perspectives and providing detailed briefing of the situation.
Consult with staff and citizens to clarify and analyze problems, focus discussions, and use problem solving skills to develop a mutually satisfactory process for resolution.
*Evaluate situations and refer as needed to the appropriate member of the Public Works staff while working closely with the citizen to maintain excellent communication.
*Utilize the Department’s work order and permitting system to ensure customer requests are properly entered and monitored and the citizen is kept informed and notified of the outcome.
*Provide detailed research on easement/right-of-way, deeds, plats, road maintenance history, property ownership records, maintenance jurisdiction, Council directives and Council minutes to ensure all available data is identified and summarized in a briefing to management.
Act as lead point of contact for the Legislative Delegation drainage task force by keeping status updates on all requests in a routine and organized fashion.
*Provide oversight for activities associated with technical processes within Cartegraph, SeeClickFix, CHASAM, and other departmental software and processes as needed.
*Compile data from various databases (new and completed work orders, special requests, rainfall totals, maintenance jurisdiction requests, etc. to present the weekly customer service report to department leadership.
*Respond to difficult and complex customer service questions, comments, and requests in a courteous, timely manner.
*Keep immediate supervisor informed concerning work progress, including present and potential work problems; make suggestions on new or improved ways of addressing such problems.
*Maintain a professional but warm rapport with difficult customers, other municipalities and state agencies
*Perform other directly related duties consistent with the role and function of the classification including assisting the Director with various projects which require detailed and organized coordination efforts.
*May be designated to report to work during hazardous weather or emergency conditions.
EDUCATION AND TRAINING:
Bachelor’s Degree from an accredited institution strongly preferred; and supplemented with five (5) or more years of progressively responsible administrative or technical experience working in a customer service role, or any equivalent combination of experience and training which provides the knowledge, skills, and abilities necessary to perform the work.
Bachelor’s Degree from an accredited institution strongly preferred; and supplemented with five (5) or more years of progressively responsible administrative or technical experience working in a customer service role, or any equivalent combination of experience and training which provides the knowledge, skills, and abilities necessary to perform the work.
REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES:
*Working knowledge of the County policies and procedures with regards to services provided by the Department.
*Skilled at explaining complicated engineering work to citizens in an easily understood format.
*Skilled at diffusing hostile situations.
*Skilled in operating a personal computer using standard or customized software applications appropriate to assigned tasks.
Skilled at producing professional level written and verbal communication.
Skilled at performing detailed research.
Excellent organizational skills required.
*Working knowledge of the County policies and procedures with regards to services provided by the Department.
*Skilled at explaining complicated engineering work to citizens in an easily understood format.
*Skilled at diffusing hostile situations.
*Skilled in operating a personal computer using standard or customized software applications appropriate to assigned tasks.
Skilled at producing professional level written and verbal communication.
Skilled at performing detailed research.
Excellent organizational skills required.
Salary : $54,309 - $61,173
