What are the responsibilities and job description for the Customer Experience Strategist and Knowledge Base Coordinator (BP I) position at Sarasota County Government?
Department:
Communications
Start Here. Grow Here. Stay Here.
Are you a customer service guru with expertise in data analysis, process optimization, project planning, and/or knowledge base development? Our Communications department has an opportunity for a Customer Experience Strategist and Knowledge Base Coordinator to report directly to the Contact Center manager. If selected, you will be involved in the daily operations and business reporting of the center.
This crucial role starts out paying between $53,456.00 - $58,011.20, benefits begin within 60 days of hire, and there are opportunities for advancement. Apply today!
About the Position
In this role, you will be responsible for improving and/or maintaining the high quality of customers’ experiences with Sarasota County Government through its many touchpoints by data analysis, process optimization, project planning, and knowledge base development. This position reports directly to the Contact Center manager and is involved in the daily operations and business reporting of the center. Examples of job responsibilities include:
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Data Management
- Utilize tools (Avaya, Power BI, Genesys, etc.…) to obtain, organize, or create reports to track and trend progress and opportunities within the Contact Center.
- Provide feedback on trends and offer strategies for improvement.
- Prepare and present reports, charts/graphs, and update department dashboards and presentations that reflect the performance of the Communications Department (Contact Center, Creative Services, Media Relations, and Public Records) in order to tell the customer experience story.
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Customer Relationship Management, including Knowledge Base
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Act as an administrator for the QAlert CRM tool
- Collaborate with management, EIT, and QScend for any necessary changes, upgrades, or integrations.
- Manage updates to the knowledge base by communicating with Knowledge Base Liaisons across the organization.
- Make suggestions for enhancements.
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Act as an administrator for the QAlert CRM tool
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Contact Center Operations
- Monitor and report any software or hardware issues within the contact center.
- Review, update, and create SOPs for call takers and Welcome Center staff.
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Project Management
- Expected to act as a project manager as needed and collaborate with the Contact Center team and organizational partners to create or move forward initiatives that support the success of the Communications Department.
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Department Liaison
- Along with Communications leadership, acts as a spokesperson for the Contact Center and creates/maintains relationships across the organization for the purpose of staying up to date with any changes or events within the organization that are pertinent to the customer experience.
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Administrative Tasks
- Maintain Contact Center Calendar.
- Compile requests for supplies or equipment.
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Emergency Responsibilities
- Available for emergency operations.
- Act as a shift commander for extended hours or Alpha/Bravo shifts.
About the Schedule
Work Hours:
- Full-time, 40 hours per week.
- Typical Schedule: Monday - Friday, 8:00 a.m. to 5:00 p.m. (no weekends!)
As a reminder, all county employees are considered essential and must be prepared to protect and support the community and its citizens. Each employee, without exception, will have a duty assignment and be required to work during a disaster or declared emergency.
About You
To be considered for this role, you must have the following:
- Associate degree from an accredited college or university -WITH- Three (3) years job-related experience.
- -OR- Bachelor's degree from an accredited college or university in a job-related field -WITH- One year of job-related experience.
- -OR- Five (5) years of job-related experience can be substituted for the degree at management's discretion.
The ideal candidate has the following knowledge, skills, and/or abilities:
Please note that these are not requirements but bonuses for your consideration.
- Knowledge of QAlert and QScend (information on these programs can be found on YouTube)
- Intermediate/Advanced Knowledge of Microsoft Excel
- Contact Center Experience
- Project Management or Team Lead experience is a plus!
Physical Demands: Employees in this role must occasionally lift and/or move up to 10 lbs.
About Everything Else
Starting Pay Range: $53,456.00 - $58,011.20, based on experience.
Our interview process could include phone interview(s), Microsoft Teams video interview(s), and/or in-person interview(s).
If you are selected to join our team,
please click on this link to review the Required First Day Documents
. You will need to present the following items on your first day:
1. I-9 Acceptable Documents to show your identity and authorization to work. Use this link to learn more and review the different document options:
https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents
- If your position requires a Florida Driver’s License, this must be one of your documents. (Your Florida Driver’s License can serve as one of your documents listed in link above – List B Documents.)
2. U.S. Social Security Card (signed, physical card). This is a requirement of our Payroll Department and failure to provide this document could jeopardize timely compensation. (Your U.S. Social Security Card can serve as one of your documents listed in link above – List C Documents.)
Benefits:
- Enjoy great benefits including Health, Dental, Vision, and Life Insurance, Short-Term and Long-Term Disability, Flexible Spending Accounts, Employee Assistance Program (EAP), Florida Retirement System (FRS) and many, many more! Choose one of three great medical plans, including one with a $0 premium option, with completed preventative visits!
- Utilize our award-winning wellness program including free gyms at multiple Sarasota County Government locations.
- Enjoy 11 paid holidays, 3 personal days and 16 paid vacation days in the first year of full-time employment with increasing accrual rates with years of service. (That adds up to a possible 30 days off in your 1st year!)
A different blend of voices prompt better conversations, choices and results for everyone. Sarasota County – Many Voices, One Team.
We celebrate and value the experiences, backgrounds, perspectives, talents and strengths that make us different.
Our vision is to attract, develop, retain and engage a talented workforce broadly representative of the citizens and communities we serve. To further value creativity, innovation, collaboration and great customer service – internally and externally.
A job applicant with a disability who requires reasonable accommodation to participate in the application/selection process is requested to make known the need for an accommodation to Human Resources or appropriate county staff members. For assistance with the application, please call 941-861-5353.
Sarasota County prohibits discrimination in all services, programs or activities. View the complete policy at scgov.net (keywords: ADA Compliance).
Sarasota County Government is a Tobacco-Free/Drug-Free Workplace.
Salary : $53,456 - $58,011
