Job & Business Opportunities

Job Summary

Job Summary
This classification is responsible for performing lead worker and administrative support duties within the Customer Satisfaction Unit of the Customer Services Department. Specific areas of assignment typically involve: Supervision/coordination; information tracking and reporting; calendar/meeting management and support; document and correspondence preparation; and customer service/satisfaction. An incumbent is expected to be fully competent to independently lead, direct and coordinate the work of subordinate staff while also performing the more complex administrative support and customer satisfaction and duties in the unit. Administrative work primarily involves the review, summarization, clerical analysis, and interpretation of various types of information, as well as re-presentation of the information in a different format. An incumbent may also personally respond to the most difficult and sensitive customer complaints.

Supervision

Supervision Received
This classification works under direction, receiving general instructions regarding the scope and approach of projects or assignments, but procedures and techniques are left to the discretion of the employee.
Supervision Exercised
This classification serves as a lead worker over a small group of subordinate workers, providing direction, guidance, and coordination of their work, while also providing work review and/or second level response to the more complex and sensitive customer satisfaction complaints.

Distinguishing Characteristics

Distinguishing Characteristics
This classification can be distinguished from advanced journey-level administrative or technical classes because this class is defined by the assigned lead worker duties and its customer satisfaction emphasis, rather than the provision of advanced administrative and/or technical support duties. It can be specifically distinguished from the class of Senior Administrative Assistant because incumbents in that class provide advanced administrative support directly to executive managers and/or officers within the District.

Essential Functions

V. Essential Functions and Responsibilities
A. Supervision/Coordination
Duties may include:
Lead, coordinate, prioritize, and assign work to subordinate clerical staff. Ensures that workload is properly distributed and that time sensitive documents are given appropriate priority. Review and monitor data entry and other work performed by the staff. Provide input to employee performance evaluations. Provide staff with training and guidance regarding District policies and procedures. Encourage and recommend staff training and development.
B. Information Tracking and Reporting
Duties may include:
Prepare regular computer and other system reports, checking them for errors and data inconsistencies. Track the ongoing status of customer complaints, verifying their appropriate distribution and monitoring them for responses. On a periodic basis, prepare detailed statistical reports for management that categorize customer complaints by number and type, showing their distribution by department, and identifying/highlighting trends. Review the report data for technical correctness, identifying concerns, highlighting unusual data points, and/or researching data inconsistencies and/or problems as necessary. Format the reports to highlight areas that require special attention and to facilitate/clarify understanding and data analysis. With supervisory approval, provide reports to other department managers as a primary resource and information tool for monitoring and tracking the status of complaints in their departments, and recognizing complaint patterns.
C. Calendar/Meeting Management and Support
Duties may include:
Coordinate and provide administrative support for inter and intra-departmental meetings. On a monthly basis, help coordinate and prepare information for the CCCS Committee meeting. Reserve and schedule the meeting room and arrange other meeting logistics. Notify participants of meeting dates, times and locations. Review and prepare the agenda in cooperation with the supervisor. Research questions and issues raised by Committee members pertaining to Customer Satisfaction processes, complaint documentation, and related matters. Duplicate agenda packets and other materials as requested (or delegate as appropriate). Attend meetings and take notes or minutes as requested. Give presentations regarding specific items and/or respond to questions related to areas of assignment during the meetings. Assist supervisory and/or management staff with preparations for staff meetings, special ad-hoc meetings, as well as other intra and inter-departmental meetings as requested.
D. Document and Correspondence Preparation
Duties may include:
Oversee and direct the preparation/distribution of Customer Satisfaction questionnaires and correspondence that are sent to complainants. If follow-up correspondence is needed, draft and send letters, memoranda and other documents to members of the public and/or departments. Research and report on special information as requested by the supervisor/manager. Update and create unit policies and procedures. Maintain the Customer Satisfaction Unit Operations Manual. Maintain customer satisfaction database system. Maintain customer satisfaction files according to established policies and procedures.
E. Customer Service/Satisfaction
Duties may include:
Provide second-level response to the most difficult and sensitive customer satisfaction complaints, including those involving confidential, urgent, dangerous or illegal activities that need special attention. Determine whether or not immediate contact with an impacted department is necessary. Personally investigate certain complex complaints. Serves as the primary Unit contact for District staff inquiring about specific complaints and or procedural matters. Assist staff with receiving and processing routine complaints as needed.

Job Demands

F. Physical and Mental Requirements:
(1) Mobility: frequent use of keyboard; frequent sitting for long periods of time; occasional bending or squatting. (2) Lifting: frequently up to 10 pounds; occasionally up to 25 pounds. (3) Vision: Constant use of overall vision; frequent reading and close-up work; occasional color and depth vision. (4) Dexterity: frequent repetitive motion; frequent writing; frequent grasping, holding and reaching. (5) Hearing/Talking: frequent hearing and talking, in person and on the phone. (6) Emotional/Psychological: frequent decision-making and concentration; frequent public and/or coworker contact; frequent contact with angry and/or upset individuals; occasional working alone. (7) Environmental: frequent exposure to noise.

Knowledge and Abilities

C. Required Knowledge of:
Basic principles and practices of leadership and supervision.
Principles and practices of public relations and customer service.
Methods and techniques of filing, tracking, recording and presenting information.
General statistics and arithmetic, including statistical calculations.
Methods and techniques of data tabulation, summary and report development.
General office administrative practices and procedures.
Practical application of computers and peripheral equipment.
General use of spreadsheet, database and word processing software.
English grammar, punctuation, spelling and usage.
Standard office equipment operation.
D. Required Ability to:
Word process at least 50 wpm.
Lead, coordinate, direct and monitor the work of subordinate staff.
Read, interpret and apply District rules, procedures and contract provisions; learn, explain and instruct others on District and departmental operating policies, procedures, systems and methods.
Prioritize and deal with conflicting workload requirements.
Write reports, business correspondence and procedure manuals.
Effectively present information and respond to questions from groups, managers, customers, and the general public.
Handle all internal and external contacts with courtesy, diplomacy and tact.
Work well with others.
Deal effectively with difficult people and situations.
Speak clearly and communicate messages to appropriate individuals.
Organize information clearly and precisely.
Perform mathematical calculations, including ratios and percentages.
Apply customer service skills, representing the District in a positive way while working with the public.
Perform accurate note and minute taking for written summaries of meetings.
Learn District computer systems related to department functions.
Extract statistics and written information from reports and transfer to other documents.
Explain information to others.
Use a multi-line telephone system with appropriate etiquette.
E. Required Computer Skills With:
Common word processing software.
Common spreadsheet software.
Common database applications.
E-mail, contact management, and scheduling software.
Presentation software.

Minimum Qualifications — Any combination of education and experience that would likely provide the required knowledge and abilities is qualifying. A typical way to obtain the knowledge and abilities would be:

A. Required Prior Experience:
Four years of increasingly responsible administrative office experience that included substantial public contact, including at least one year that involved receiving and responding to customer complaints and/or resolving customer satisfaction issues.
B. Required Prior Education:
A high school diploma or G.E.D.