311 Senior Customer Service Specialist

Nature of Work

This is responsible high level customer service of professional nature in the administration of the 311 Customer Service Center. Work involves lead worker responsibilities for daily organization of the 311 Customer Service Representatives as well as other subordinate employees. Duties are of a complex nature requiring highly capable computer skills and an ability to initiate reconfiguration of daily operations based on service needs. The position has primary responsibility for the oversight and administration of the 311 Customer Service Center Script Development Program which involves coordination with all customer departments and their liaisons who are responsible for script writing, updates, program alerts and any major script process/and or application issues. The position will also handle non- routine difficult questions or problems as well as citizen and customer complaints. The employee in this lead worker position will not be expected to recommend or issue formal disciplinary action against other bargaining unit employees. However, the employee shall be required to note deficient performance and/or disregard of City policy, procedures and rules by bargaining unit employees under his/her supervision and to report same to his/her immediate management supervisor outside the bargaining unit. Recordkeeping, drafting necessary reports, coordination and administration of work activities of the 311 Customer Service Center with the CRM system will be regular ongoing functions of this position as they relate to the implementation of LEAN Customer Service processes of the Center. Work is performed under the general direction of management in the 311 Customer Service Center.

Essential Duties & Responsibilities 

The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by employees in this job. Employees may be requested to perform job-related tasks other than those specifically presented in this description.

Leads the daily operations of 311 Customer Service Representatives and other support positions; develops and administers policies and procedures for daily staff activities.  Organizes and assists with the presentation of annual training for other departments, liaisons and customers of the 311 Customer Service Center. Serves as liaison to IT staff to carry out modifications to Service Requests to improve business processes and for updates and performance issues on applications used at the 311 Customer Service Center.  Responds to 311 email box and smartphone app communication. Conducts initial review on phone calls (complaint reports) to maintain internal quality assurance program. Handles daily oversight of the Center operations; analyzes and implements continuous process improvements. Schedules, coordinates, and monitors the day-to-day activities of the employees; participates in interviews and recommendations of candidates for hire; trains and assigns work and priorities; keeps daily records of work performed and other information needed to prepare merit reviews. Trains personnel in correct office procedures to ensure proper implementation of new or updated administrative policies, processes, and procedures for department operations; develops, implements, trains and conducts new employee and refresher training on City departmental training guides for 311 staff use for CRM scripts. Performs the work of subordinate 311 Customer Service Representatives when needed.  Coordinates new business activities of the department; handles special programs, functions, and projects as required. Assists in the implementation of departmental standard operating policies and procedures, initiatives, and assist with budget matters. Attends meetings as warranted with other departments. Provides/facilitates follow through action on initiatives. Works with other departments to help coordinate administrative efficiency processes, initiatives and projects related to the 311 Center’s operations process work flow strategies; monitors the department’s transformation and sustainability plans; tracks data on various operational indexes for report development. Prepares documents and reports of a unique or specialized nature as prescribed for the ongoing initiative to improve productivity and efficiency; prepares and edits various letters, posting notices, contracts, agreements and reports; designs forms for department use. Assists with the coordination of programs with local organizations to market the City and its neighborhoods to prospective businesses. Provides assistance to departmental staff, citizens and others as needed. Prepares agenda items and minutes and provides assistance to appropriate Boards and Commissions as necessary. Performs other related duties as assigned.

Minimum Training and Experience

Possession of an associate’s degree plus additional coursework in business or related field --AND--
Five years of progressively responsible experience in providing office and clerical support in a governmental, technical or other business operational unit --OR--
Any equivalent combination of training and experience
Preferred Experience and Skills
Leadership experience is desirable Bilingual at a conversational level Demonstrated proficiency excellence with computer applications Formal training in Customer Service, LEAN business efficiency courses

Required Licenses or Certifications

None 

Other Necessary Qualifications

Knowledge of:

Modern office practices, procedures and policies of the operations to which assigned Must be competent in the areas of departmental operations, 311 Customer Service Center operations, content management (script development), financial cash handling & revenue reconciliation, and technical proficiency in the City department’s computer and legacy applications How to develop and implement materials used for training staff on the applications used to conduct business with City departmental processes and applications Must possess competency in the LEAN process to include the development of A-3 documentation, or other business efficiency tools and processes Multiple computer uses and applications Supervisory methods and techniques

Skill in:

Interpersonal skills necessary to develop and maintain effective and appropriate working relationships  Performing a variety of duties, often changing from one task to another of a different nature Performing basic mathematical functions such as addition, subtraction, multiplication, division, percentages, and ratios Customer service Problem solving 

Ability to:

Apply best practices in customer service, financial and advanced technology practices, and principles to this position. Understand service level management principles and practices as this position requires understanding performance measures in relationship to service level agreements (service messages, service requests, script development, customer callback responsiveness, telephony statistics, financial reconciliation, and quality assurance). Plan, assign and supervise the work of clerical support staff. Analyze processes, identify and implement improvements, develop and implement clerical procedures. Demonstrate technological expertise, customer service best practice understanding, and financial intake and reconciliation work of considerable difficulty and depth. Communicate effectively, both orally and in writing. Establish and maintain effective working relationships with other employees, government officials, and the general public. Analyze difficult and complex issues, create analytical reports, and devise/make recommendations for actions. Work with others and team build with others in the organization at every level.

Other Information

BENEFITS FOR THIS POSITION INCLUDE

Medical, Dental, and Vision starting on Day 1 6% Employee & 6% Employer matching 401a Employee & Employer contributions to Retiree Health Savings Account Twelve Paid Holidays Paid Vacation and Sick Time Paid parking (if applicable) Tuition Reimbursement & professional development opportunities Paid Parental Leave Employee Assistance Program with mental health counseling  Comprehensive Wellness program  Voluntary benefits including: term life insurance, flexible spending account, disability insurance, and deferred compensation plan options

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