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Constituent Services Assistant

City Of Charleston | Posted 22-02-2021

Charleston (Call Center and Help Desk)


The City of Charleston Constituent Services office will manage the CWV311 Customer Relationship Management System. CWV311 will allow constituents to communicate with a centralized office through phone calls, website, or mobile application. The goal of the Constituent Services office is to ensure that City provides the best possible customer services to every constituent.

This job description only contains a general summary and overview of the duties and responsibilities of the position, and may not be all-inclusive of the actual duties on any given day. In addition to the duties described herein, successful candidates may also perform other and/or additional duties as may be assigned, necessary and or required.

The City of Charleston reserves the right to change, add to and/or modify this job description at any time for any reason, with or without notice. This job description shall not be construed or implied to be a contract for permanent employment, or a promise or guarantee of continued employment for a specific term or duration.

Work Hours: The general work hours/schedule for this position may normally be 9:00 a.m. to 5:00 p.m., Monday through Friday. In addition, this position may also work additional and/or other hours, including nights, weekends and/or holidays as may be necessary, required or requested.

Work Location: The incumbent will report to City Hall at 501 Virginia Street, and will be exposed to both field and desk work.

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Must have the ability to provide documentation verifying legal work status.

Ability to read and speak the English language proficiently in order to communicate and interact with others; to understand and interpret safety instructions; and to respond to internal and external inquiries.

Ability to understand and comply with City and departmental guidelines, policies, procedures and expectations.

Essential Duties: The Constituent Services Liaison will be responsible for providing the best possible support to the City's constituents. This will include answering phones, recording questions and issues, managing city email accounts, and ensuring the CWV311 system remains up-to-date.

Additional Department, Division or Work Unit Duties:

Answer phone calls from city constituents and ensure that questions and issues are resolved in a timely, positive manner.

Track the resolution of constituent issues and ensure that they are addressed within expected timelines.

Review emails to city accounts and enter information into the CWV311 software system.

Help direct and provide customer support to individuals who walk into City Hall.

Help input information into the CWV311 system for city departments.

Work with city department to ensure that information in CWV311 remains up-to-date.

Add daily alerts to the CWV311 system for city call takers.

Support training efforts for all city call takers and responders.

Help constituents learn to use the CWV311 website and mobile application.

Support city-hosted community events in which constituent feedback will be collected and/or where community engagement is a top priority.

Other duties as assigned.

Education / Experience:

High School Diploma or GED

Requires knowledge in the use of a personal computer and in the application of Microsoft Office Products.

Certifications / Licenses: None

Knowledge, Skills and Abilities:

Ability to communicate effectively with diverse groups of individuals.

Ability to multi-task and work on multiple projects and/or tasks simultaneously.

Excellent communication skills.

Comfortable learning to use new software systems.

Proficiency in Microsoft Office products such as Word, PowerPoint, and Excel.

Core Competencies: In order to provide efficient and effective services, the City seeks team members who possess the following core competencies that are aligned with the City's vision: Accountability - takes responsibility for own actions; Adaptability - responds positively to change; Communications - listens, speaks and/or writes in a clear, concise and respectful manner; Initiative - takes proactive action to complete work or resolve issues; Judgment & Decision Making - evaluates issues and makes sound factual decisions; Customer Service - provides courteous, accessible and quality assistance to internal and external customers; Professional Development - seeks opportunities to enhance technical skills and job knowledge; Teamwork and Cooperation - collaborates with other team members to fulfill the City's vision and achieve departmental goals and strategic objectives; Leadership - Effectively manages and guides group efforts; tracks team progress, adequately anticipates roadblocks, and changes course as needed to achieve team goals; Performance Management - Clearly establishes and communicates expectations and accountabilities; monitors and evaluates performance.

EEO: The City of Charleston provides equal employment opportunities (EEO) to all current employees and new applicants for employment without regard to sex, race, color, age, national origin, ancestry, religion, disability, medical condition, genetic information, marital status, sexual orientation, gender identity, citizenship, pregnancy or maternity, veteran status, or any other status protected by applicable national, federal, state or local law.

NOTE: Employment at the City of Charleston is considered to be at will and may be terminated by you or the City at any time.