Consumer Experience Supervisor

J  o  b    D  e  s  c  r  i  p  t  i  o  n

Job Information

Title:

Consumer Experience Supervisor

Market Range:

MR17

Approved Date:

8/31/2021 6:30:20 PM

FLSA:

Exempt

EEO Code:

PROFESSIONALS

Career Level:

M1

Career Level Description:

Management Level 1

Job Code:

100161

Job Family:

General Management

Sub Family:

Customer Service

Primary Purpose

Supervises a customer-focused unit that responds to and ensures resolution to agency-wide service concerns and that acquires and reports consumer experience data. Implements and supervises customer service-based collaborations with programs or service sites. Supervises staff of special consumer experience priorities and projects.

•

Supervises staff involved in the triage, assessment, resolution and data capture of reported customer concerns. 

1

35%

•

Coordinates systems for responding to customer concerns, ensuring resolution, follow through reporting summary data and communicating issues to program management and staff.

2

15%

•

Supervises staff assisting with special consumer experience projects or functions.

3

10%

•

Assists program manager with strategic planning and project identification.

4

10%

•

Collaborates across service divisions and with GSA Security to ensure program accessibility for difficult-to-serve and "trespassed" clients.

5

10%

•

Collaborates with Division and program leadership to provide short term assistance with consumer communication.

6

10%

•

Develops and delivers training curricula to Consumer Experience staff for regular operations and special projects.

7

10%

Position(s) may perform other duties in addition to the above as assigned by management.

•

Protocol and procedure production as necessary

*IMPORTANT* In the event of an emergency, as determined by the County Manager or designee, participation in preparedness and response operations should be expected. Employee may be required to fill a temporary assignment in a role different from standard duties, work hours and/or work location in preparation for, during and after the emergency. Employee may also be required to participate in relevant exercises and regular preparedness training.

Career Level Dimensions

Career Level:

M1

Career Level Description:

Management Level 1

•

Plans and establishes operational objectives for a team of support employees within a Work Group.

•

Typically does not have budget accountability but may manage day-to-day elements of the budget (e.g., overtime for staff).

•

Responsible for making basic improvements to processes, systems or standards to enhance performance of the Work Group or team.

•

Communicates within and outside the Work Group.

•

Explains policies, practices, and procedures and may justify and gain cooperation of other parties.

•

Supervises support roles. Leads, directs and reviews the work of team members in order to accomplish operational plans and results.

•

Has hiring, firing, promotion, performance and rewards decisions for direct reports.

•

Understands basic management approaches such as work scheduling, prioritizing, coaching and process execution. Typically requires advanced knowledge of job area typically obtained through advanced experience.

Qualifications

•

Bachelor's degree

•

Five years of experience in program administration

•

Equivalent education and experience are accepted

•

Supervision skills with ability to provide guidance and professional support to staff, offer regular feedback, hold staff accountable, serve as a mentor.

•

Ability to exercise significant judgment and discretion in applying and interpreting policies and procedures.

•

Proficiency with computer applications (Microsoft Outlook, Excel, Word, PowerPoint, etc).

•

Possess excellent initiative and ability to multi-task.

•

Proficiency in consumer database management and related data reporting.

•

Ability to work independently in carrying out oral and written instructions.

•

Considerable specialized knowledge of the program area.

•

Excellent project management, relationship building, organizational, and interpersonal skills are essential  .

•

Knowledge of general human resource practices.

An individual must be able to perform each essential duty satisfactorily to perform this job successfully. The requirements listed above 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.

Competencies

Attention to Detail

Thoroughness in accomplishing a task through concern for all the areas involved, no matter how small. Monitors and checks work or information and plans and organizes time and resources efficiently.

Good Judgment

Makes decisions authoritatively and wisely, after adequately contemplating various available courses of action.

Caring

Demonstrates responsibility for the image and effectiveness of the organization.

Coaching & Mentoring

Works to improve and reinforce performance of others. Facilitates their skill development by providing clear, behaviorally specific performance feedback, and making or eliciting specific suggestions for improvement in a manner that builds confidence and maintains self-esteem.

Relationship Building

Builds constructive working relationships characterized by a high level of acceptance, cooperation, and mutual respect.

Integrity

Act with honesty, transparency and respect in our interactions with co-workers and those we serve. Adhere, without exception, to laws, policies, procedures and professional standards.

Accountability

Establish high-quality standards for work. Add value. Measure results and hold self and others accountable for making progress toward desired outcomes. Take a logical and data-driven approach to decision-making.

Diversity

Believe that different backgrounds and experiences strengthen the organization and produce better results. Value inclusion across race, gender, age, religion, identity and experience, and strive to reflect in our workforce the diversity of our community.

Collaboration

Foster a work culture in which different ideas and opinions are encouraged and expected. Listen carefully and speak thoughtfully. Work together toward shared goals with mutual respect and cooperation.

Continuous Improvement

Continuously improve work processes and products. Provide a safe environment to be innovative and creative and try new things. When things don't go as planned, use it as an opportunity to learn, regroup and begin again. Provide time and resources for individuals to grow and develop both personally and professionally.

Wellness

Take proactive steps to be physically fit and healthy, emotionally strong, financially secure and socially fulfilled, while inspiring and empowering others to do the same.

Service Orientation

Commit to making a difference within the community. Actively engage in and enjoy our work. Deliver services that exceed expectations, with courtesy, politeness and sensitivity to the experiences, concerns and feelings of all co-workers and customers.

ADA Checklist

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

Standard ADA Selection:

Office Environment

Standing

X

Walking

X

Sitting

X

Lifting/Carrying 0-10 pounds

X

Lifting/Carrying 10-20 pounds

X

Lifting/Carrying 20-50 pounds

X

Lifting/Carrying 50-100 pounds

X

Pushing

X

Pulling

X

Climbing

X

Balancing

X

Stooping

X

Kneeling

X

Crouching

X

Crawling

X

Reaching

X

Handling

X

Grasping

X

Fingering

X

Feeling

X

Talking

X

Hearing

X

Visual Perception

X

Repetitive Motions

X

Eye/Hand/Foot Coordination

X

Memorization/Concentration

X

Learning/Knowledge Retention

X

Preparing/Analyzing Numerical Figures

X

Use of Interfaced Commmunication Devices (Phone, Computer, Radio etc.)

X

Analyzing/Examining/Testing Data

X

Emotional/Behavioral Self-Regulation

X

Interacting with Others

X

Comprehension

X

Organization

X

Decision Making

X

Comprehension

Understand complex problems and collaborate to explore alternative solutions

Organization

Organize and prioritize the work schedules of others to manage multiple tasks and/or projects

Decision Making

Make decisions that have significant impact on a department's credibility, operations and/or services

Communication

Communicate and explain a variety of information

Extreme cold

X

Extreme heat

X

Humid

X

Wet

X

Noise

X

Hazards

X

Temperature Change

X

Atmospheric Conditions

X

Vibration

X

Computers/Monitors

X