The Constituent Support Center is the public point of contact for precinct-wide service requests and reservations. The Constituent Support Specialist enters data and maintains accurate records in two customer relationship management software (ActiveNet and ServiceNow). This role will interact with the public via telephone, email, software, and other mediums as needed. The successful candidate will work collaboratively within a team to support constituents seeking assistance. This can include but is not limited to connecting the community to resources and/or by completing reservation requests while following established procedures. To accomplish this, the position works closely with all departments within Precinct 4 to deliver constituent services and support.
Primary Role: field phone calls, email inquiries, and other digital inquiries in a timely, professional, and helpful manner using applicable customer relationship management software.
Customer Interaction: Demonstrate inclusivity and objectivity in all interactions and a high standard of professionalism, including a commitment to protecting constituent privacy and confidentiality.
Monitor Software: Using the customer relationship management software(s), monitor availability and usage of resources to determine immediate and long-term trends, provide constituents with relevant appropriate information/referrals according to constituents’ identified needs, ensuring maximum efficiency and utilization within the Precinct 4 mission and vision.
Data Entry: In coordination with other departments, uploading all events, classes, programs, and constituent inquiries into the customer relationship management software(s) on a regular and timely basis.
Troubleshooting: When the need arises, communicate with Precinct 4 department staff to clarify discrepancies, obtain necessary approval on specific questions/requests, and communicate the outcomes to the public or interested parties.
Managing Reservations: Precinct 4 provides groups, organizations, and the public the opportunity to reserve certain facilities at designated times and for designated purposes. The Constituent Support Specialist coordinates the creation of reservations using the customer relationship management software, ensuring seamless arrangements for Precinct 4 and the booking party.
Documentation: Maintain accurate notes of all constituents’ interactions (calls, texts, chat, etc.) according to operating policies and procedures and workflow processes.
Expertise: Develop and maintain sound working knowledge of workflow processes and systems including call transfer protocols and familiarity with local, regional, and statewide resources, projects, and programs.
Guidelines: Adhere to all personnel and operating policies and procedures, not limited to but including department best practices.
Emergency Response: Participate in activities and duties related to emergency management during a local state of disaster as directed by appropriate county managers.
Work on special projects and perform other duties as needed when assigned by direct supervisor.
Harris County is an Equal Opportunity Employer
https://hrrm.harriscountytx.gov/Pages/EqualEmploymentOpportunityPlan.aspx
If you need special services or accommodations, please call (713) 274-5445 or email
[email protected].
This position is subject to a criminal history check. Only relevant convictions will be considered and, even when considered, may not automatically disqualify the candidate.