What are the responsibilities and job description for the Manager - 311 Customer Success position at City of South Bend?
This position will start on or after January 1, 2024.
Salary Range is $58,000-$64,000 per year
SUMMARY : The Manager of Customer Success position is a member of the Customer Service Division in the Department of Innovation & Technology. This is an innovative new role within the City of South Bend’s 311 Customer Service model and is an engine for quality control, continuous improvement, and new programming driving the future of customer service for city services. The Manager of Customer Success will manage several new resident-facing initiatives that transform the way residents interact with city services. The Manager of Customer Success position is in the City’s Department of Innovation and Technology (I&T). I&T is an award-winning, nationally recognized government technology team. The Case Manager is an important role who will help forward the Department and the City’s vision for a welcoming, user-friendly city. Candidates that thrive on this team have a good attitude, an adaptive leadership style, and a love of learning.
SUPERVISION EXERCISED: The Manager of Customer Success will manage 311 Case Managers, fellows, and contractors as needed.
ESSENTIAL DUTIES AND RESPONSIBILITIES: This list represents the types of duties required by the position. Other duties may be assigned as reasonably expected.
- Run point on the planning, launch, and management of the City’s “One Stop Shop” customer service experience at New City Hall
- Develop and manage the new “Case Management” wing of the Customer Service division focused on proactive, cross-departmental, wrap-around services
- Develop and execute on quality control and performance management projects for the Customer Service team including low rated call follow-ups and targeted customer satisfaction and engagement projects.
- Collaborate with other members of the Department of Innovation & Technology (I&T) to drive digital innovations in customer service: chatbot/AI functionality, payment improvements, and quality control projects, to name a few.
- Assist the Director of Customer Service & Success with the execution of a strategic training plan for frontline customer service workers, including new services for utility and new payment services across City Departments.
NON-ESSENTIAL DUTIES AND RESPONSIBILITIES: Answers phones, assists customers, and performs other duties as required.
QUALIFICATIONS: To perform this position successfully, an individual must be able to perform each essential duty in a satisfactory manner. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION AND/OR EXPERIENCE:
- Bachelor’s degree or advanced education in non-profit administration, liberal arts, business administration, social work, government, or related fields
- 5-10 years of call center experience, social work experience, or non-profit administration experience • Proficiency in Microsoft Office Suite, Sharepoint, and Outlook Calendar
- An entrepreneurial, self directed work style • Aptitude for change management and project management
- Excellent written and verbal communication skills
KNOWLEDGE, SKILLS AND ABILITIES PREFERRED:
- Experience managing teams preferred
- Experience with data-driven decision making preferred
- Experience with managing complex projects with many people and moving parts preferred
- Experience in government services preferred
- Familiarity with or interest in technology such as digital communications, coding, data analysis, and software preferred
CERTIFICATES, LICENSES, REGISTRATIONS: Valid Driver’s License.
EQUIPMENT: Desktop computer or laptop, telephone, fax, copy machine, scanner. Commented [JH1]: Since this role is transitioning away from being a BA'ish role and more towards a true Web role, I've made some suggestions of what I think could come out and some additions of what we might want to add in terms of skills
PHYSICAL DEMANDS: The physical demands 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 frequently required to sit and walk, and talk or hear. The employee is occasionally required to walk; use hands to fingers, handle or feel objects, tools or controls; and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required in this job include vision and the ability to adjust focus.
WORK ENVIRONMENT: Work is performed in an office setting with moderate inside temperatures. The noise level in the work environment is usually quiet to moderate in the office. Entire office is smoke free
Salary : $58,000 - $64,000