Customer Care Representative

Program CoordinatorTechstaff has long term temporary assignments (12 mo+) available with the County for skilled Customer Service and Administrative professionals able to manage a variety of cases. Although long-term temporary, there will be multiple options to apply for full-time hire as well.The function of this position is to manage the service requests received by Public Works via the County's CRM interface. Program Coordinators serve as the liaison for the constituents of the county and Public Works Administration. This position is responsible for review, research and the delegation of requests for service. Program Coordinator will oversee the progress of requests received and collaborate with internal and external entities to aid in the resolution of concerns presented to Public Works. Staff will provide continual support, updates, and guidance to citizens through the entire life cycle of their service request to ensure the fulfillment of programs requirements.Job DutiesManaging service requests assigned to Public Works through the county's CRM system. Staff will manage requests from the initial contact with the citizen to the final closure of the request. This includes: the periodic documentation of CRM with events such as any communication with the citizen, feedback from investigating staff and activities taken to resolve the concern.Responsible for preliminary review of citizens concern to identify the root cause and to determine the appropriate segment of Public Works to assign a work request via Public Works work management system. Research will include the reviewing of County processes, rules, regulations, laws and guidelines. In addition, adequate research will include the usage of various mapping systems, asset management tools, and work order logs to ensure the area of concern is within county maintenance responsibilities as well as to prevent duplicate requests.Establishes strong work relations with various cross functioning teams as well as internal and external entities that interface with Public Works. Prepares and transmits written communication to citizens, senior leadership, and elected officials via Outlook, Microsoft Teams, and other various communication toolsMaintains daily, weekly, and monthly reports. Responsible for accurate account of activities to support management's need of accurate data for analysis, to identify trends and promote performance improvementResponsible for the management of assigned caseload to ensure service requests are fulfilled within program requirements. Management of caseload will entail the periodic monitoring of request to prevent department oversight of delinquent requests, in addition to maintaining an accurate account of pending requests for service.This position works downtown. If interested please submit your resume for consideration.