Serves as a liaison to departments and divisions to resolve servicing issues. Provides quality control for the Government Service Center (GSC) and a system for tracking and resolving County employees’ and Citizens’ inquiries/complaints. Serves as part of a team overseeing the GSC and must work closely with the GSC Supervisor and Training Coordinator.
Representative Duties /Assignments
Investigates complaints/inquiries received from our customers and responds in a timely manner.
Handles all citizens’ complaints by researching, accessing information, referral and performing problem-solving functions.
Reviews and comments on Service Center Specialists’ performance to ensure compliance with training materials and SOP’s.
Conducts a monthly meeting with customers and provides on-site consultation when needed.
Conducts a Review Panel when a position becomes available to promote a Service Center Specialist II, and provides the Management with a list of acceptable candidates.
Coordinates with other County resources to assist citizens with problem discussions and resolutions. Maintains research materials on County operations for Staff.
Coordinates with Training Coordinator and Call Center Supervisor to develop operational SOP’s for the Call Center with information provided by the departments/divisions in the County.
Performs various administrative duties. Participates in the Community/Marketing outreach events.
Provides computer software support to the Service Center Specialist working with GCTS application.
Minimum Qualifications
Bachelor’s degree in Business Administration or related field and three (3) years of progressively responsible experience in customer service; or an equivalent combination of relevant education, training, or experience on a year-for-year basis.
Preferences
Prefer customer service experience in a Call Center and problem solving skills and experience. Prefer knowledge of Call Center software and use of computers with equipment skills on Microsoft Office products.
County Administration 
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