Customer Relations Coordinator
: Job Details :

Who We Are

The City of Beverly Hills has a long-standing reputation for providing superior customer service to residents, businesses, and visitors. This characteristic, combined with outstanding staff in all departments, has been a hallmark of success for this high performance organization. The municipal government (approximately 1,080 full-time and part-time employees) provides the highest quality safety services, recreational, municipal services, and physical environment.

What We Do

Our askBH program provides the community with one point-of-contact for non-emergency assistance on City services, programs, and events. Community members can request information and services, report issues and concerns and receive updates when their requests have been resolved. Through askBH, the Customer Relations team supports the City in delivering important information to the community and collaborates closely with staff from all departments on customer service initiatives. The program is housed within Public Works but has an enterprise wide impact.

What We're Looking For

The City of Beverly Hills is seeking a highly qualified candidate for the position of Customer Relations Coordinator. The incumbent of this position is responsible for assisting with the planning, organizing, coordinating, implementing, and managing of the askBH program/operations within the Public Works Department .

Selection Process

All applicants must submit clear, concise and complete information regarding their qualifications for the position, including detailed responses to all supplemental questions. Resumes will not be accepted in lieu of the application or supplemental application materials.

The selection process may consist of the following components:

* Supplemental Questionnaire

* Training and Experience Evaluation

* Writing Sample

* Oral Examination/Interview (Pre-Recorded)

All applicants will be notified of application status once all applications have been reviewed. The best-qualified candidates who most closely meet the needs of the department will be invited to participate in the next step of the recruitment process.

Benefits

This position is represented by the Management and Professional Employees Association and is covered by the negotiated terms and conditions of that Association's Memorandum of Understanding (MOU), a copy of which is located at www.beverlyhills.org/mou.

Conviction History

As a finalist for a job, you will be fingerprinted, and your fingerprints will be sent to the California Department of Justice (DOJ) and the Federal Bureau of Investigation (FBI). The resulting report of your conviction history (if any) will be used to determine whether the nature of your conviction (or arrest, in limited circumstances) conflicts with the specific duties and responsibilities of the job for which you are a finalist. Having a conviction history does not automatically preclude you from a job with the City. If you are selected as a finalist, you will be contacted to schedule a fingerprinting appointment.

Conclusion

Verification: Applicants may be required to submit verification of qualifying education and experience at any point during the recruitment and selection process. Note: Falsifying one's education, training, or work experience or attempted deception on the application may result in disqualification for this and future job opportunities with the City of Beverly Hills.

Disaster Service Workers: All City of Beverly Hills employees are designated Disaster Service Workers through state and local law (California Government Code Section 3100-3109). Employment with the City requires the affirmation of a loyalty oath to this effect. Employees are required to complete all Disaster Service Worker-related training as assigned, and to return to work as ordered in the event of an emergency.

EXAMPLES OF ESSENTIAL DUTIES- Duties may include, but are not limited to, the following:

* Assist Customer Relations Manager with the day-to-day operations of the customer relations program that includes, but is not limited to, the following service areas: utility service requests and billing, on and off-street parking, streets, sidewalks, trees, development and fire permits, code enforcement, building and safety, Recreation and Parks, class registration, public records requests, special events, general City information and emergency/disaster communications.

* Recommend and assist in the implementation of program goals and objectives; participate in policy discussions and implement policies and procedures; assist with the implementation of software systems and program enhancements; assist in the establishment of schedules and methods for program delivery.

* Assist with the preparation, analysis, and administration of the program budget.

* Evaluate operations and activities of assigned responsibilities; recommend improvements and modifications; prepare various reports on operations, activities, and performance indicators.

* Research, compile, and prepare reports and documentation on program activities; analyze data and develop corrective action and/or recommend and implement program enhancements and initiatives; maintain records of findings, corrective actions, enhancements, and initiatives; prepare periodic status reports.

* Learn and maintain an up-to-date working knowledge of all the programs, services, projects, events, and activities offered by various City departments. Develop and maintain expertise in multiple service areas.

* Develop, implement, and maintain an on-going customer relations training program; develop training materials and protocols regarding assigned service areas; design and implement forms and systems; compile and evaluate data and trends; identify ways in which the customer experience can be improved and maintained with high levels of customer satisfaction. Revise training materials and protocols, as needed, to facilitate policy implementation and align with program goals and objectives.

* Plan, prioritize, assign, supervise, and review the work of assigned staff; provide and coordinate staff training; work with employees to correct deficiencies; may participate in the selection of staff and implement discipline procedures. Ensure that staff provides a high degree of customer service to both internal and external customers.

* Utilize various reporting mechanisms to monitor the integrity of the data entered and maintained in the various systems used in the customer relations program.

* Serve as liaison to supervisors and staff in various departments to ensure customer service needs are met and responses are timely and appropriate. Coordinate communication to program staff regarding departmental changes/updates to projects, programs, services, events, activities, etc.

* Communicate with the highest level of professionalism with all customers. Answer telephone and greet customers in a warm, friendly, and professional manner. Provide a friendly, knowledgeable, helpful, and professional interaction to those served (via email, in-person, online, etc.).

* Answer questions and provide information to the public; investigate complaints and recommend corrective action as necessary to resolve complaints. Direct customers to the appropriate City staff to address concerns or additional requests for information when unable to resolve within scope of authority.

* Plan, develop, and manage special projects at the request of the program manager to include problem identification, research, analyzing options, statistical analysis, presentation of recommendations, and implementation timeframes.

* Assist with emergency operations and communication.

* Represent function at events, on committees, outside organizations, and at staff subcommittees as necessary; coordinate assigned program activities with other divisions and outside agencies.

* Assist new or existing staff in learning departmental practices and protocols, methods, and procedures.

* Build and maintain positive working relationships with co-workers, other City employees, City departments, and the public using principles of good customer service.

* Foster an environment that embraces diversity, integrity, trust, and respect.

* Be an integral team player, which involves flexibility, cooperation, and communication.

* Perform related duties as assigned.

Experience and Training

Any combination of experience and training that would provide the required knowledge and abilities is qualifying. A typical way to obtain the required knowledge and abilities would be:

* Experience: Three years of increasingly responsible experience in a high-volume customer service environment. One year of lead, supervisory, or analytical experience desirable.

* Training: Equivalent to a Bachelor's degree from an accredited college or university with major course work in public administration, business administration, or a related field.

License and Certificate

* Possession of, or ability to obtain, a valid California driver's license.

Knowledge of:

* Principles and practices of public administration.

* Principles and practices of organization, administration, and management.

* Principles, practices, methods, and techniques of effective supervision, training, and performance evaluation.

* Program and project development, implementation, and evaluation.

* Fiscal analysis and budget preparation and administration.

* Pertinent local, state and federal laws, ordinances and rules.

* Data collection and analysis.

* Principles and practices of business communication techniques.

* Report writing techniques and editing.

* Quantitative and management analysis techniques.

* Effective customer service techniques.

* Excellent problem solving and analytical skills.

* Standard office practices, methods, and procedures; use of computer equipment and software related to assignment.

* Methods and procedures for English usage, spelling, grammar, and punctuation.

Ability to:

* Organize, implement, supervise, and coordinate customer relations program activities, including tracking performance indicators, and developing and maintaining on-going training program.

* Provide, promote, and support concierge-style customer service in-person and by telephone, email, and web.

* On a continuous basis, know and understand all aspects of the job; intermittently analyze work papers, reports, and special projects; identify and interpret technical and numerical information; observe and problem solve operational and technical policy and procedures.

* Respond to inquiries, concerns, or issues about various City projects, programs, services, events, activities, permits, fees, utility service requests, billings, and public records requests. Convey information and ideas clearly.

* Interpret and explain the programs, services, projects, events, and activities offered by various City departments, as well as pertinent department policies and procedures.

* Assist in the development and monitoring of assigned program budget elements.

* Assist with development and implement of goals, objectives, policies, and procedures related to assigned operations.

* Provide technical and functional supervision over assigned staff; effectively train and evaluate staff.

* Prepare and present a variety of concise reports for oral and written presentations.

* Establish and maintain effective working relationships with those contacted in the course of work.

* Exercise independent judgment and initiative within established guidelines. Use sound judgment in recognizing scope of authority.

* Operate and use standard office equipment including computers and applicable software applications.

* Work with various cultural and ethnic groups in a tactful and effective manner.

* Communicate clearly and concisely, both orally and in writing.