Location: Columbia,MD, USA
Howard County
Conveniently located in the heart of central Maryland between Baltimore and Washington, Howard County offers the charm of a historic past mixed with the excitement of a cosmopolitan community.
Howard County Government:
Howard County Government is a leader in innovation, sustainability, and consistently ranked as one of the best places to live and work in the country. In 2023, Howard County Government received a record-breaking 51 Achievement Awards from the National Association of Counties (NACo) - the most in the state of Maryland. NACo is the leading organization representing county-level government operations. These awards recognize innovative and transformative programs that provide new services for county residents, improve existing programs, upgrade working conditions, and enhance citizen participation and public policymaking.
What are we looking for?
We are looking for outstanding individuals to join our team and contribute to excellence in Howard County operations.
What you'll like most about working at Howard County Government:
* We are committed to workplace excellence in every area of County government.
* We have a highly talented, diverse, and inclusive workplace. Your input will not only be heard, but it will be encouraged!
* We offer competitive compensation and great benefits including medical, retirement, and wellness programs.
* As a member of the Howard County Government team, you'll be helping drive our culture and directly impact what makes us an amazing place to work.
POSITION SUMMARY:
The Customer and Communications Manager (Administrative Analyst II) position will oversee the Department of Public Work's communications and CRM system program. The position will oversee the implementation of the Customer Relations Management system and customer maintenance program to conduct analysis and provide recommendations to DPW leadership on departmental program/service effectiveness with customers and the general public, making recommendations for improvement.
The position also manages the communication strategies and interactions between the department, its customers, and media organizations. The Customer and Communications Manager plays a crucial role in building and maintaining positive relationships between the organization and its internal and external stakeholders
CLASS DESCRIPTION:
Performs intermediate professional level administrative work, which may include supervisory responsibility, under general supervision from an administrative or technical superior. Work includes administrative support of a functional program and professional level analysis and coordination of functional office programs and activities.
Include the following. Other related duties may be assigned.
* Implement and manage CRM systems to maintain a database of customer information.
* Monitor and maintain CRM systems implementation and maintenance budget and media outreach budget.
* Oversee customer service operations to ensure prompt and effective resolution of customer inquiries, complaints, and issues.
* Coordinate all stages of communications from message and content development to proofing, approval and release.
* Analyzing customer data to identify trends, preferences, and opportunities for improvement in products or services.
* Conduct regular and targeted outreach to community groups and organizations, focusing on any underrepresented groups in support of Public Works customer service efforts and with of the County and Department's equity, diversity, and inclusion mission.
* Develop and implement communication strategies to effectively engage with customers; coordinate with different departments to gather information for external communication; and facilitate communication among different County departments/offices to ensure a unified approach to customer interactions.
* Draft and edit press releases, statements, and other official communications; and create informational material for the public, such as brochures, newsletters, and website content to include proficiency in creating graphics, taking and editing photographs.
* Manage social media accounts to ensure accurate and timely information dissemination; developing, monitoring, and maintaining all social media platforms (Facebook, blogs, website, etc.) pertaining to customer service.
* Manage the DPW's website to ensure information is up-to-date and user-friendly.
* Advocate for necessary resources and support to meet customer service goals.
* Ensure that all communication materials are accessible to individuals with disabilities.
* Ensure compliance with public records laws, managing the release of information as required.
* Maintain knowledge of the latest trends in communications and customer service.
* Coordinate with emergency response teams and agencies to provide cohesive communication during crises.
* Work with all levels of employees within the organization.
* Serve as a member of the PIO team during Emergency Operation Center activations and designated PIO should the Director of Communications and Office of Public Information Administrator be unavailable.
* Participate in customer service rotation with Real Estate Services Division.
* Functions under essential personnel/emergency employee provisions.
SUPERVISORY RESPONSIBILITIES:
May supervise and provide guidance to staff. Bachelor's Degree and one (1) year of related experience or an equivalent combination of education and experience.
PREFERRED EDUCATION, KNOWLEDGE, SKILLS AND ABILITIES:
* Bachelor's degree in Communications, Media Relations, English and other related field and four years of related experience, or equivalent combination of experience and education.
* Communications and customer service experience in local or state government.
* Proficiency with windows-based computer programs, including Adobe Pro, Canva, and similar software.
PHYSICAL DEMANDS AND WORK ENVIRONMENT:
The physical demands and work characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
* While performing the duties of this job, the employee is regularly required to use hands to handle, or feel.
* The employee frequently is required to stand, walk, climb or balance, and talk or hear.
* The employee is occasionally required to sit, stoop, kneel, crouch, or crawl.
* The employee must occasionally lift and/or move up to 40 pounds (i.e. box of copy paper, audio visual equipment, archive hardcopy box, etc.)
* Specific vision abilities required by this job include close vision, distance vision, color vision, depth perception, and ability to adjust focus. Includes the ability to carry and manipulate cameras, lenses, and tripods as needed.
* Traveling to sites, physically traversing the ground and visually inspecting areas pertaining to complaint or subject(s) being documented. Attending meetings onsite or in other offices.
* The noise level in the work environment is occasionally moderate.
LANGUAGE SKILLS, MATHEMATICAL SKILLS AND REASONING ABILITY:
* Experience with outreach to diverse community groups.
* Graphics creation and photography experience.
* Experience in dealing with the public and with people under difficult circumstances.
* Strong computer proficiency especially with Microsoft Office (Word, Excel, PowerPoint), database management and spreadsheet applications necessary.
* Strong interpersonal skills, excellent oral and written communication skills and the ability to work well with an ethnically diverse population.
* Experience maintaining office reference aids, files, publications, graphics, and other project related materials and documents.
* Ability to establish and maintain effective working relationships with all levels of staff within the Department, other departments of County Government, community partners and vendors.
* Ability to conduct research, compile data and prepare statistical and narrative reports.
* Ability to effectively present information in one-on-one and small group situations to customers, clients, other employees of the organization and the general public.
* Ability to add and subtract two-digit numbers and to multiply and divide with 10's and 100's.
* Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
* Ability to deal with problems involving several concrete variables in standardized situations.
* Ability to travel independently to work sites and to attend meetings, events, and other related work.