Welcome to the City of Dallas! The City of Dallas is one of the largest employers in the DFW Metroplex. We offer growth opportunities and a chance to make a difference in our community. What do we offer? A competitive salary, five-year vested pension plan, great benefits package that includes health, vision and dental insurance, pet insurance, tuition reimbursement, qualifying childcare assistance, paid time off and more. Join our diverse workforce and help us in providing excellent service to the residents of Dallas while building a rewarding career. Job Summary Develops educational materials, prepares and conducts training programs for City employees and the public. Job Description Overview The Instructor-Strategic Customer Service develops educational materials, researches training needs of employees, and provides consistent professional training to increase departments productivity and ensure all staff are fully trained on protocols and policies. Essential Functions 1 Develops effective training programs for 311 Customer Service Center representatives, senior representatives, dispatchers, quality assurance specialist, supervisors and other City of Dallas departments upon request 2 Trains, educates, and counsels new hires and current representatives on various departments within the City of Dallas to ensure excellent professional customer service activities. 3 Reviews, evaluates, and checks call recordings to monitor and evaluate customer service activities; identifies issues, addresses concerns in an educational manner, and designs tools to provide training and increase effectiveness. 4 Remains knowledgeable of relevant policies and procedures for all department changes and to make sure all 311 Customer Service Representatives are aware of any and all changes. 5 Performs interviews and faciliates the coordination of the call center workflow; implements improvements, delegates work, and requests changes as needed. 6 Maintains and ensures procedural workflow is always updates with most relevant inforamtion; performs a wide range of administrative tasks to facilitate call center success and excellent customer service. 7 Coaches and teaches staff extensively to ensure quality, effectiveness, and professionalism; coordinates the development of materials, educational aids, and other information to ensure success of department; assists personnel in challenging customer service situations. 8 Performs any and all other work as needed or assigned. Knowledge, Skills, and Abilities 1 Knowledge of customer service policies and protocols. 2 Knowledge of educational materials and development. 3 Ability to assess training needs for new and existing employees. 4 Ability to identify internal and external training programs to address competency gaps. 5 Ability to facilitate learning. 6 Ability to plan and coordinate training meetings and new hire classes. 7 Ability to speak and communicate clearly. 8 Ability to provide conflict resolution and management. 9 Communicating effectively verbally and in writing. 10 Establishing and maintaining effective working relationships. Minimum Qualifications Education High School Diploma, (or) GED (completed) Experience Three (3) years of training, educational, or customer service coordination experience. Salary Range $22.11 - $27.34 The salary listed on this job posting is the starting salary range; amount offered will depend upon qualifications. City of Dallas is an Equal Opportunity Employer and values diversity at all levels of its workforce. The City of Dallas is one of the largest employers in the DFW Metroplex. We offer growth opportunities and a chance to make a difference in our community. Questions? Contact our recruiting departments: Civil Service - civilserviceinfo@dallascityhall.com Talent - Acquisition hrtalent@dallas.gov