Constituent Support Specialist (Bilingual)
Harris County
Houston, TX
Description
Position Description
Working at Harris County Precinct 4:
You will be surrounded by team members who bring “heart, hustle, and higher standards” to work each day. These leaders advance opportunity and justice as they deliver services to and advocate for the residents of Harris County. The team you will be joining is innovative, dynamic, and forward-looking.
What you will do for Harris County Precinct 4 (HCP4)
The Constituent Support Center is the public point of contact for precinct-wide service requests and reservations. The Constituent Support Specialist enters data and maintains accurate records in two customer relationship management software (ActiveNet and ServiceNow). This role will interact with the public via telephone, email, software, and other mediums as needed. The successful candidate will work collaboratively within a team to support constituents seeking assistance. This can include but is not limited to connecting the community to resources and/or by completing reservation requests while following established procedures. To accomplish this, the position works closely with all departments within Precinct 4 to deliver constituent services and support.
Job Duties and Responsibilities:
- Primary Role: field phone calls, email inquiries, and other digital inquiries in a timely, professional, and helpful manner using applicable customer relationship management software.
- Customer Interaction: Demonstrate inclusivity and objectivity in all interactions and a high standard of professionalism, including a commitment to protecting constituent privacy and confidentiality.
- Monitor Software: Using the customer relationship management software(s), monitor availability and usage of resources to determine immediate and long-term trends, provide constituents with relevant appropriate information/referrals according to constituents’ identified needs, ensuring maximum efficiency and utilization within the Precinct 4 mission and vision.
- Data Entry: In coordination with other departments, uploading all events, classes, programs, and constituent inquiries into the customer relationship management software(s) on a regular and timely basis.
- Troubleshooting: When the need arises, communicate with Precinct 4 department staff to clarify discrepancies, obtain necessary approval on specific questions/requests, and communicate the outcomes to the public or interested parties.
- Managing Reservations: Precinct 4 provides groups, organizations, and the public the opportunity to reserve certain facilities at designated times and for designated purposes. The Constituent Support Specialist coordinates the creation of reservations using the customer relationship management software, ensuring seamless arrangements for Precinct 4 and the booking party.
- Documentation: Maintain accurate notes of all constituents’ interactions (calls, texts, chat, etc.) according to operating policies and procedures and workflow processes.
- Expertise: Develop and maintain sound working knowledge of workflow processes and systems including call transfer protocols and familiarity with local, regional, and statewide resources, projects, and programs.
- Guidelines: Adhere to all personnel and operating policies and procedures, not limited to but including department best practices.
- Emergency Response: Participate in activities and duties related to emergency management during a local state of disaster as directed by appropriate county managers.
- Work on special projects and perform other duties as needed when assigned by direct supervisor.
Harris County is an Equal Opportunity Employer
https://hrrm.harriscountytx.gov/Pages/EqualEmploymentOpportunityPlan.aspx
If you need special services or accommodations, please call (713) 274-5445 or email ADACoordinator@bmd.hctx.net
Requirements
Education:
- High school diploma or G.E.D. equivalent
Experience:
- Three (3) years of customer service, administrative, and computer experience
Licensure Requirements:
- Valid Texas driver’s license with a good driving record.
Additional Requirements:
- Bilingual, English/Spanish
- Current resume and cover letter
- Excellent customer service skills (including but not limited to written, verbal, and interpersonal communication skills)
- Proficient in Microsoft Office Suite with strong comfort and familiarity with internet-based programs; demonstrated ability to work with multiple technologies; and ability to learn new technical skills.
- Knowledge of reservations booking systems
- Knowledge of ServiceNow
- Ability to demonstrate empathy, servants’ heart, and patience.
- Exceptional listening, problem-solving, and conflict resolution skills.
- Strong organizational skills, and attention to detail.
- Ability to effectively multi-task and handle a large volume of telephone calls and email communication.
- Ability to work independently as well as part of a team.
- Ability to effectively interact with diverse groups, with dignity and respect.
- Ability to adjust to change and work within a growing system.
NOTE: Qualifying education, experience, knowledge, and skills must be documented on your job application. You may attach a resume to the application as supporting documentation but ONLY information stated on the application will be used for consideration. "See Resume" will not be accepted for qualifications.
Preferences
Experience:
- One (1) year experience handling constituent concerns, resource navigating, case management, community engagement, or outreach experience (preferred)
General Information
Position Type, Salary and Typical Hours of Work:
- Regular | Full-time
Location:
- TBD
Work Environment and Physical Demands:
This job operates in a workstation in a professional office environment. This role uses standard office equipment such as computers, phones, printers, and copiers.
While performing the duties of this job, the employee is required to be stationary for extended periods of time. Prolonged periods of speaking, listening, and typing are also required in this role. The employee must occasionally lift and/or move up to 10 pounds.
What You Will Get in Return:
You will be surrounded by team members who bring “heart, hustle, and higher standards” to work each day. These leaders advance opportunity and justice as they deliver services to and advocate for the residents of Harris County. The team you will be joining is innovative, dynamic, and forward-looking.
Featured Benefits:
Harris County employees receive a competitive salary plus medical, dental, and vision insurance at no cost to the employee after the first two months of full-time continued employment. Vacation, sick-time, and floating holidays allow our employees to recharge and balance work and personal time. Mandatory participation in our retirement program allows employees to save for retirement. Various other benefits and discounts lead to the satisfaction and engagement of our employees.
HARRIS COUNTY IS AN EQUAL OPPORTUNITY EMPLOYER https://hrrm.harriscountytx.gov/Pages/EqualEmploymentOpportunityPlan.aspx
If you need special services or accommodations, please call (713) 274-5445 or email ADACoordinator@bmd.hctx.net.
Employment is contingent upon passing a background check and drug screen.
Due to a high volume of applications positions may close prior to the advertised closing date or at the discretion of the Hiring Department.
HARRIS COUNTY EMPLOYEE BENEFITS
Harris County offers a highly competitive benefits program, featuring a comprehensive group health plan and defined benefit retirement plan.
The following benefits are offered only to Harris County employees in regular (full-time) positions:
Health & Wellness Benefits
- Medical Coverage
- Dental Coverage
- Vision Coverage
- Wellness Plan
- Life Insurance
- Long-Term Disability (LTD) Insurance
- Employee Assistance Program (EAP)
- Healthcare Flexible Spending Account
- Dependent Care Flexible Spending Account
Paid Time Off (PTO)
- Ten (10) days of vacation leave per year (accrual rate increases after 5 years of service)
- Eleven (11) County-observed holidays
- One (1) floating holiday per year
- Paid Parental Leave*
- Sick Leave
Retirement Savings Benefit
- 457 Deferred Compensation Plan
The following benefits are available to Harris County employees in full-time and select part-time positions:
- Professional learning & development opportunities
- Retirement pension (TCDRS defined benefit plan)
- Flexible work schedule*
- METRO RideSponsor Program*
- Participation may vary by County department. The employee benefits plans of Harris County are extended to all eligible participants across various departments with the exception of the Harris County Community Supervision and Corrections Department, for which the cited Health & Wellness Benefits are administered through the State of Texas.
In accordance with the Harris County Personnel Regulations, group health and related benefits are subject to amendment or discontinuance at any time. Harris County Commissioners Court reserves the right to make benefit modifications on the County's behalf as needed.
For plan details, visit the Harris County Benefits & Wellness website:
www.benefitsathctx.com