Customer Service Administrator

Posting number: 100135-260716

Department: Engineering & Const Svcs

Job classification: Customer Service Administrator (ECS)

Posting type: Open & Promotional

Categories: Customer Service

Summary

Under general supervision from the Administrative Service Administrator, provides routine status updates on all projects and work orders.   Conducts periodic follow-ups with SRPMIC customers to help resolve customer complaints and improve customer satisfaction. This position is treated as FLSA exempt and considered a DRIVING position.   

               
Essential Functions:   (Essential functions may vary among positions, but may include the following tasks, knowledge, skills, abilities, and other characteristics.  This list of tasks is ILLUSTRATIVE ONLY and is not intended to be a comprehensive listing of tasks performed by all positions in this classification.)

Examples of duties

1. Responds to inquiries from staff and customers on the status of ECS projects, work orders, schedules, and issues impacting work requests.  Monitors and evaluates the quality and timeliness of customer service for all ECS work orders and projects. Maintains computerized database to allow easy retrieval of ECS projects and work order status; assist with the input and coordination of other ECS digital information, as required.   Confers and coordinates with ECS Project Managers and Planners to remain informed of project or work request status or delays.  Keeps supervisor and ECS Director apprised of construction issues affecting the quality or timeliness of customer work request.  

2. Establishes policies and guidelines to assist in properly handling customer service complaints.  Records, reviews, and maintains copies of ECS customer service comments, both verbal and written.  Investigates, analyzes, and remedies customer service complaints, within established guidelines.  Utilizes customer feedback comments to identify adverse customer service trends and to provide recommendations to ECS staff on ways to improve customer satisfaction.   Submits monthly reports to the ECS Director and staff outlining various customer service complaints within each department along with recommendations for improvement.      

3. Acts as liaison between the customer and the various ECS departments; assures that customers receive efficient and courteous service at all times.  Designs specialized surveys or conducts face-to-face or telephone surveys to assess SPRMIC customers’ service needs.   Compiles and presents customer satisfaction results and information pertinent to the ECS Director and staff.   Assists in developing strategies for the various departments to improve the quality of customer service to the Community.  Analyzes customer service surveys, trends, and other pertinent data in the development of goals and objectives for reducing complaints and enhancing the quality of service.             

4. Presents results of customer service surveys, complaints, and recommendations during scheduled managers’ meetings.  Recommends corrective actions necessary to ensure conformity with established customer service quality standards.  Conducts field inspections to verify and ensure that completed work orders and projects are accomplished within established quality workmanship and compliance standards.             

5. Attends senior advisory committee meetings and other forums to receive input on elder, handicapped and other specialized needs.   Attends various project coordination meetings with departments and enterprises' representatives, Council district meetings, regular Council meetings, and outside vendors, to receive input on ECS service requirements.

6. Performs other job-related duties as assigned.   

Knowledge, Skills, Abilities, and Other Characteristics:
Knowledge of the culture, customs traditions, history and government of the Salt River Pima-Maricopa Indian Community. 
Knowledge of general office practices and procedures, including those associated with confidential/sensitive information.
Knowledge of the programs, policies, and procedures of Engineering and Construction Services. 
Knowledge of staff and services provided by Engineering and Construction Services.

Ability to use personal computer and related software (such as:  MS Word, Excel, Access) to maintain records and create timely, meaningful reports. 
Ability to resolve customer conflict and utilize negotiation skills. 
Ability to communicate effectively with staff and members and the public.
Ability to read and understand construction schedules.
Ability to juggle multiple priorities and establish goals.

Skill in establishing and maintaining effecti