Constituent Support Specialist (Bilingual)

Working at Harris County Precinct 4:

You will be surrounded by team members who bring “heart, hustle, and higher standards” to work each day. These leaders advance opportunity and justice as they deliver services to and advocate for the residents of Harris County. The team you will be joining is innovative, dynamic, and forward-looking.

What you will do for Harris County Precinct 4 (HCP4)  

The Constituent Support Center is the public point of contact for precinct-wide service requests and reservations. The Constituent Support Specialist enters data and maintains accurate records in two customer relationship management software (ActiveNet and ServiceNow). This role will interact with the public via telephone, email, software, and other mediums as needed. The successful candidate will work collaboratively within a team to support constituents seeking assistance. This can include but is not limited to connecting the community to resources and/or by completing reservation requests while following established procedures. To accomplish this, the position works closely with all departments within Precinct 4 to deliver constituent services and support.

Job Duties and Responsibilities:

• Primary Role: field phone calls, email inquiries, and other digital inquiries in a timely, professional, and helpful manner using applicable customer relationship management software.
• Customer Interaction: Demonstrate inclusivity and objectivity in all interactions and a high standard of professionalism, including a commitment to protecting constituent privacy and confidentiality.
• Monitor Software: Using the customer relationship management software(s), monitor availability and usage of resources to determine immediate and long-term trends, provide constituents with relevant appropriate information/referrals according to constituents’ identified needs, ensuring maximum efficiency and utilization within the Precinct 4 mission and vision.
• Data Entry: In coordination with other departments, uploading all events, classes, programs, and constituent inquiries into the customer relationship management software(s) on a regular and timely basis.
• Troubleshooting: When the need arises, communicate with Precinct 4 department staff to clarify discrepancies, obtain necessary approval on specific questions/requests, and communicate the outcomes to the public or interested parties.
• Managing Reservations: Precinct 4 provides groups, organizations, and the public the opportunity to reserve certain facilities at designated times and for designated purposes. The Constituent Support Specialist coordinates the creation of reservations using the customer relationship management software, ensuring seamless arrangements for Precinct 4 and the booking party.
• Documentation: Maintain accurate notes of all constituents’ interactions (calls, texts, chat, etc.) according to operating policies and procedures and workflow processes.
• Expertise: Develop and maintain sound working knowledge of workflow processes and systems including call transfer protocols and familiarity with local, regional, and statewide resources, projects, and programs.
• Guidelines: Adhere to all personnel and operating policies and procedures, not limited to but including department best practices.
• Emergency Response: Participate in activities and duties related to emergency management during a local state of disaster as directed by appropriate county managers.
• Work on special projects and perform other duties as needed when assigned by direct supervisor.

Harris County is an Equal Opportunity Employer

https://hrrm.harriscountytx.gov/Pages/EqualEmploymentOpportunityPlan.aspx

Licensure Requirements:

• Valid Texas driver’s license with a good driving record.

Additional Requirements:

• Bilingual, Spanish

• Excellent customer service skills (including but not limited to written, verbal, and interpersonal communication skills)
• Proficient in Microsoft Office Suite with strong comfort and familiarity with internet-based programs; demonstrated ability to work with multiple technologies; and ability to learn new technical skills.
• Knowledge of reservations booking systems
• Knowledge of ServiceNow
• Ability to demonstrate empathy, servants’ heart, and patience.
• Exceptional listening, problem-solving, and conflict resolution skills.
• Strong organizational skills, and attention to detail.
• Ability to effectively multi-task and handle a large volume of telephone calls and email communication.
• Ability to work independently as well as part of a team.
• Ability to effectively interact with diverse groups, with dignity and respect.
• Ability to adjust to change and work within a growing system.

• One (1) year experience handling constituent concerns, resource navigating, case management, community engagement, or outreach experience (preferred)

Position Type, Salary and Typical Hours of Work:

• Regular | Full-time

Location:

• Tomball Service Center, 14444 Holderrieth Rd, Tomball, TX 77377

Work Environment and Physical Demands:

• The department seeks to empower constituencies to address issues of systemic change through coalition building and collective action. This job requires day-to-day attendance of events, meetings, and outreach efforts around Precinct 4, which requires physical travel. Physical demands include traveling with outreach packets, tables, tents, and other necessary materials.

Featured Benefits:

Harris County employees receive a competitive salary plus medical, dental, and vision insurance at no cost to the employee after the first two months of full-time continued employment. Vacation, sick-time, and floating holidays allow our employees to recharge and balance work and personal time. Mandatory participation in our retirement program allows employees to save for retirement. Various other benefits and discounts lead to the satisfaction and engagement of our employees.

HARRIS COUNTY IS AN EQUAL OPPORTUNITY EMPLOYER https://hrrm.harriscountytx.gov/Pages/EqualEmploymentOpportunityPlan.aspx

If you need special services or accommodations, please call (713) 274-5445 or email ADACoordinator@bmd.hctx.net.

Employment is contingent upon passing a background check and drug screen.

Salary : $20,800