Customer Relations Associate
The Customer Relations Associate reviews service investigations completed by contracted service providers and prepares clear, accurate responses to concerns and compliments received by riders, their constituents, or the community in general. As a subject matter expert, the Associate may conduct further research by reviewing trip records, GPS information, call recordings, and additional investigative software to make informed decisions and definitive conclusions.
The Customer Relations Associate will manage the intake of customer concerns, responding in the form of telephone, email, and written communications. The primary functions required to accomplish this duty involve managing a steady volume of investigations, following established procedures and response timelines, documenting activity in the Customer Relations Management system, and completing similar investigative review and correspondence tasks throughout the day.
Successful candidates should be dependable, organized, and comfortable performing detailed, repetitive work while maintaining accuracy and professionalism. While this role performs their duties at the individual level, collaborative work in a team based environment should be expected. The desired traits for this position would include strong written and verbal communication, sound judgement, and the ability to apply learned policies and procedures to manage an assigned workload with limited oversight.
Receives direct supervision from the Customer Relations Administrator. May receive technical guidance and support from the Senior Customer Relations Associate, as applicable. No supervision of staff is exercised.
Duties may include, but are not limited to, the following:
- Manage an assigned queue of customer concerns and compliments while meeting established response timelines, productivity expectations, and departmental procedures.
- Review investigations completed by contracted service providers to determine whether the reported concern was adequately addressed, while being supported by documented findings.
- Conduct additional investigation when necessary, including reviewing trip records, GPS information, call recordings, video evidence, and other supportive investigative tools.
- Identify missing, incomplete, or inconsistent information, relying on internal policy and procedure application to request clarification or additional review from the appropriate staff.
- Prepare clear, accurate, and professional responses to stakeholders via telephone, email, and letter communications.
- Contact riders, community members, and other stakeholders when additional information is needed, or closing out service-related inquiries and concerns.
- Document investigative activity, findings, communication efforts, and investigation outcomes in the Access Customer Relations Management system.
- Accurately identify and categorize customer feedback and maintain complete, supportive documentation for each assigned ticket.
- Apply existing policies and procedures to both educate and inform when interacting with external stakeholders.
- Recognize recurring service issues, or escalated matters and promptly review with supporting supervisory staff.
- Participate in quality assurance review to confirm that investigations and responses meet departmental and contractual standards.
- Assist with public meetings, agency events, emergency preparedness activities, and secondary departmental assignments as needed.
- Assist in the performance of other administrative duties, which may include processing payment information, fulfilling Access coupon and ID card requests, reviewing program applications, processing visitor and eligibility requests, and preparing outgoing mail.
- Other duties as assigned.
A combination of education, experience, and training that has provided the necessary knowledge, skills, and abilities is required for entry into the classification. Reasonable accommodations to enable qualified individuals with disabilities to perform the essential functions may be made. A typical combination includes:
Education
Associate degree (AA) or equivalent from an accredited two-year college in public administration, business administration, communications, human services, or a related field. Bachelor's degree preferred.
Experience
Three (3) years of customer service or public relations experience, or a combination of education and experience. Additionally, one (1) year of experience in writing concise, personalized correspondence is preferred.
Typing Certificate
Typing certificate of 40 NWPM is required. Acceptable typing/word processing certifications must meet all of the following requirements:
- Certification must be verifiable and include testing agency information, such as agency name, administrator's or proctor's name, email, address and telephone number.
- Certification must be within 12 months of application submission.
- Submit typing certificate at the time of employment application submission. Certifications submitted after the closing of the recruitment are not accepted.
- Self-administered/online typing tests taken from the internet are not accepted.
Knowledge, Skills & Abilities
Knowledge of:
- The Americans with Disabilities Act (ADA) regulations for businesses and state and local governments.
- Objectives, programs, policies, and procedures of the assigned department.
- Proper English usage, spelling, grammar, and punctuation.
- Principles and procedures of record keeping and reporting.
- Standard business software, including word processing, spreadsheet, and database programs (Microsoft Office: Word, Excel, Outlook, PowerPoint).
Skill in:
- Operate various types of standard office equipment, including a personal computer and related software.
- Prioritize responsibilities and workload to meet established deadlines.
- Interpersonal communications for working with coworkers and customers.
Ability to:
- Interpret, explain, and apply departmental policies and procedures.
- Maintain confidentiality of sensitive information.
- Establish and maintain courteous, cooperative, and effective working relationships with staff, management, elected officials, commission members, the general public, and others encountered in the course of work.
- Maintain professionalism, courtesy, and composure at all times, including in stressful situations, and handle disputes and complaints in a calm, courteous, and tactful manner.
- Prepare and maintain accurate and precise written documents such as reports, records, forms, and correspondence.
- Analyze information, data, and trends.
- Understand and follow oral and written instructions.
- Communicate clearly and concisely, orally and in writing.
- Perform basic arithmetic computations with speed and accuracy.
- Type accurately at a speed of at least 40 net words per minute.
- Evaluate situations, identify problems, and exercise sound independent judgment within established guidelines.
- Effectively oversee multiple priorities and organize workload; and
- Work independently and efficiently with a minimum amount of direct supervision.
- Perform other duties as assigned.
- Have a designated workstation for a hybrid schedule.
- Type at a net speed of forty (40) words per minute.
The physical and mental demands described here are representative of those that must be met by employees to successfully perform the essential functions of this class. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
Physical Demands
While performing the duties of this class, the employee is regularly required to talk and or listen. The employee frequently is required to walk and use hands and fingers to touch, handle, or feel. The employee is occasionally required to stand and reach with hands and arms. The employee must occasionally lift and/or move up to ten pounds. Specific vision abilities required by this job include close vision, distance vision, depth perception, and the ability to adjust focus.
Mental Demands
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the office environment is usually moderate. In the course of employment, an employee may visit the service provider or other contractor's premises which may include limited exposure to outdoor weather conditions, or fumes or airborne particles from motor vehicles.
Note: The statements herein are intended to describe the general nature and level of work being performed by employees in this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, skills, or abilities required of personnel so classified.
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