Constituent Services Associate

PURPOSE OF THE JOB

The Constituent Services Associate serves as a key voice of the Commission, having frequent and essential contact (especially over the phone, but also via email and in person) with members of the Commission’s constituency and the inquiring general public. Reporting to the Constituent Services Manager, this role advances the Commission’s reputation and brand, ensures consistent and accurate information sharing and messaging, and leaves a positive impression on the constituent.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

• Responsible for engaging constituents effectively in the work of the Commission and ensuring the Commission’s constituent services is of the highest quality and integrity;
• Engage in inbound and outbound calls with constituents, including information requests, ensuring 100% accuracy, kind and responsive dialogue, and alignment with Commission policy;
• Track each call in the Commission’s case management system and triage as required;
• Follow Commission protocol when dealing with constituent requests, questions, and engagement.
• Research and resolve constituent inquiries and concerns with follow-up via telephone, email or written correspondence to ensure a quality response and alignment with Commission policy;
• Coordinate with other Commission departments as necessary to provide accurate information and follow-up with constituents; 
• Maintain a current set of FAQs for all staff use, ensuring consistent and appropriate responses to constituent inquiries;
• Share relevant information gathered from constituents with Constituent Services Manager for reporting to Commission leadership;

OTHER DUTIES AND RESPONSIBILITIES

• Maintain the highest standards of personal, professional, and ethical conduct and support the Commission’s goals for a diverse and culturally aware workforce; and
• Additional administrative support work for other departments as needed including reception phone coverage, and all other duties as assigned.

SKILLS AND BACKGROUND

• Exceptional character and professionalism;
• Compassionate and helpful demeanor;
• Ability to work independently and adapt in a rapidly changing environment;
• Excellent oral and written communications skills;
• Strong interpersonal skills and track record of relationship building;
• Ability to effectively prioritize and execute tasks in a fast-paced environment;
• Ability to contribute activel