Customer Service Administrator

Job Title

Under general supervision from the Administrative Service Administrator, provides routine status updates on all projects and work orders. Conducts periodic follow-ups with SRPMIC customers to help resolve customer complaints and improve customer satisfaction. This position is treated as FLSA exempt and considered a DRIVING position.

Essential Functions

Essential functions may vary among positions, but may include the following tasks, knowledge, skills, abilities, and other characteristics. This list of tasks is ILLUSTRATIVE ONLY and is not intended to be a comprehensive listing of tasks performed by all positions in this classification.

Examples of Tasks

1. Responds to inquiries from staff and customers on the status of ECS projects, work orders, schedules, and issues impacting work requests. Monitors and evaluates the quality and timeliness of customer service for all ECS work orders and projects. Maintains computerized database to allow easy retrieval of ECS projects and work order status; assist with the input and coordination of other ECS digital information, as required. Confers and coordinates with ECS Project Managers and Planners to remain informed of project or work request status or delays. Keeps supervisor and ECS Director apprised of construction issues affecting the quality or timeliness of customer work request.

2. Establishes policies and guidelines to assist in properly handling customer service complaints. Records, reviews, and maintains copies of ECS customer service comments, both verbal and written. Investigates, analyzes, and remedies customer service complaints, within established guidelines. Utilizes customer feedback comments to identify adverse customer service trends and to provide recommendations to ECS staff on ways to improve customer satisfaction. Submits monthly reports to the ECS Director and staff outlining various customer service complaints within each department along with recommendations for improvement.

3. Acts as liaison between the customer and the various ECS departments; assures that customers receive efficient and courteous service at all times. Designs specialized surveys or conducts face-to-face or telephone surveys to assess SPRMIC customers' service needs. Compiles and presents customer satisfaction results and information pertinent to the ECS Director and staff. Assists in developing strategies for the various departments to improve the quality of customer service to the Community. Analyzes customer service surveys, trends, and other pertinent data in the development of goals and objectives for reducing complaints and enhancing the quality of service.

4. Presents results of customer service surveys, complaints, and recommendations during scheduled managers' meetings. Recommends corrective actions necessary to ensure conformity with established customer service quality standards. Conducts field inspections to verify and ensure that completed work orders and projects are accomplished within established quality workmanship and compliance standards.

5. Attends senior advisory committee meetings and other forums to receive input on elder, handicapped and other specialized needs. Attends various project coordination meetings with departments and enterprises' representatives, Council district meetings, regular Council meetings, and outside vendors, to receive input on ECS service requirements.

6. Performs other job-related duties as assigned. Knowledge, Skills, Abilities, and Other Characteristics: Knowledge of the culture, customs traditions, history and government of the Salt River Pima-Maricopa Indian Community. Knowledge of general office practices and procedures, including those associated with confidential/sensitive information. Knowledge of the programs, policies, and procedures of Engineering and Construction Services. Knowledge of staff and services provided by Engineering and Construction Services. Ability to use personal computer and related software (such as: MS Word, Excel, Access) to maintain records and create timely, meaningful reports. Ability to resolve customer conflict and utilize negotiation skills. Ability to communicate effectively with staff and members and the public. Ability to read and understand construction schedules. Ability to juggle multiple priorities and establish goals. Skill in establishing and maintaining effective working relationships with staff, SRPMIC members, Departments and Enterprises, and with the general public. Skill in understanding and interpreting complex concepts, rules, regulations and guidelines. Skill in using various office equipment such as typewriter, telephone, copier, facsimile machine, and calculator.

Minimum Qualifications

Education & Experience: High School diploma or GED, and experience equivalent to four (4) years progressively responsible administrative experience in customer service, or closely related field, and two (2) years supervisory experience in a customer service environment.

• Preference given to applicants with four (4) years of journey level trade experience either in plumbing, electrical, mechanical, code inspection, building construction, or four (4) years of applicable knowledge and experience in design, architectural, engineering plans, or construction methods.

Any equivalent combination of experience and education that will allow the applicant to satisfactorily perform the duties of the job may be considered when filling the position. An enrolled Community Member whom closely qualifies for the minimum qualifications for a position may be considered for employment under SRPMIC Policy 2-19, Underfill

Special Requirements

Must possess and maintain a valid Arizona Driver's License. Prior to hire as an employee, applicants will be subject to drug and alcohol testing. Will be required to pass a pre-employment background/fingerprint check.

Preference will be given to a qualified Community Member Veteran, Community Member, Spouse of Community Member, qualified Native American, and then other qualified candidate. In order to obtain preference, the following is required: 1) Qualified Community Member Veteran (DD-214) will be required at the time of application submission 2) Qualified Community Member (must provide Tribal I.D at time of application submission),3) Spouse of a Community Member (Marriage License/certificate and spouse Tribal ID or CIB is required at time of application submission), and 4) Native American (Tribal ID or CIB required at time of application submission). Documentation must be received by position closing date. The IHS/BIA Form-4432 is not accepted. Your Tribal ID/CIB must be submitted to HR-Recruitment-Two Waters.

Salt River Pima-Maricopa Indian Community