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Customer Services Administrator |
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Pay Grade:
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MC17
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FLSA Status:
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Exempt
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Monthly Salary Range:
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$5,247 - $6,701
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Annualized Salary Range:
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$62,964 - $80,412
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Authorized:
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9/2001
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Revised:
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10/2006
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Job Summary
This classification is primarily responsible for performing tasks in the following areas: Department Administration; Program, Policy, and Procedure Review, Analysis, and Support; Technical Expertise; Public Information Services; Supervisory/Administrative. Work mainly involves problem solving and mediating highly conflicting, unexpected, and unusual problems involving multiple groups.
Supervision
Supervision Received
This class works under administrative direction, which includes broad management responsibility for a large program or set of related functions. Work is usually received in terms of goals; review is received in terms of results.
Supervision Exercised
This class may provide direct and/or indirect supervision to lower level personnel.
Distinguishing Characteristics
N/A
Essential Functions
A. Department Administration
Duties may include:
Set goals and objectives for department, including Call Center and Sales Outlet. Accurately measure programs and projects. Review and edit all recommendations, programs, training methods, and reports. Analyze performance indicators. Monitor problems and proposed resolutions. Manage the department operating budget. Manage the capital budget project costs. Find creative ways to reduce expenses through innovative programs, and alternative staffing. Review departmental revenue center reports. Plan for long- and short- term results. Develop work plans for manager. Provide direction and guidance in all staff plans; set priorities and achieve consensus. Anticipate needs and problems. Communicate priorities to employees. Develop measurable accountabilities for exempt and non-exempt employees. Set up routine meetings to deliver feedback. Develop corrective action plans when needed. Create and implement departmental training program. Promote customer service values, internally and externally. Other duties as assigned.
B. Program, Policy, and Procedure Review, Analysis, and Support
Duties may include:
Define problems, considering precedents, policies, and perspectives the District as a public agency. Look for innovative and alternative methods to solve problems and create new ways of doing business. Review and edit equipment recommendations prior to procurement. Participate in internal committees. Accept leadership role in setting clear goals, tasks, milestones, standards, and schedules. Other duties as assigned.
C. Technical Expertise
Duties may include:
Review new equipment needed to run department. Review and edit RFP prior to submitting to public. Keep customer service representatives updated on computer skills. Other duties as assigned.
D. Public Information Services
Duties may include:
Represent the District with community groups. Liaison with District customers. Other duties as assigned.
E. Supervisor/Administrative
Duties may include:
Interpret CBA and District work rules. Handle discipline, coaching, and counseling. Create staff development program. Improve call center employees, processes, and technology. Oversee projects, delegate assignments to team members, and ensure completion. Other duties as assigned.
Job Demands
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; occasional working alone. (7) Environmental: frequent exposure to noise.
Knowledge and Abilities
Required Knowledge of:
Accounting principles.
Americans with Disabilities Act.
Budget preparation and forecasting.
Current customer relations techniques.
Developing customer service strategies and benchmarking.
Goal setting principles.
Problem solving techniques.
Strategic planning.
Public relations, public speaking, and business writing skills.
Team building techniques and principles.
Principles of administration, supervision, and training.
Principles of statistics and analysis.
Required Ability to:
Learn collective bargaining agreements and the District’s rules, policies, and procedures
Perform basic analysis and research, as well as benchmarking and interpreting results.
Use critical thinking skills.
Use correct English usage, grammar and punctuation.
Use effective communication skills.
Make sound, independent decisions.
Make presentations.
Work beyond normal work hours.
Be available on an On-Call basis
Required Computer Skills with:
Common word processing software.
Common spreadsheet software.
Common database applications.
Accounting or operations software functionality.
Email, contact management, and scheduling software.
Project management 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:
Required Prior Experience
Four years of increasingly responsible work experience in a customer services position providing customer information and handling complaints, including two years in a supervisory lead capacity.
Required Prior Education
A bachelor’s degree in business, management, or a closely related field. Six years of additional qualifying experience may substitute for the required education.
