311 Case Management Coordinator
311 Case Management Coordinator
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Job Description
Position Description
What you will do for Harris County Commissioner Precinct 2:
The 311 Case Management Coordinator will administer the constituent response process for 311 casespertaining to Commissioner Precinct 2 (comprised of ServiceNow Cartegraph and other related technicalsystems) in a timely manner while providing highquality system management. This will require computerhardware and software system management and maintenance along with effective communication viatelephone written and in person when necessary. Deliver solutions pertaining to computer software andhardware systems through analytical and critical thinking.
Duties and Responsibilities:- Manage and troubleshoot 311 case service technical issues by working closely withcrossfunctional partners using fundamental skills pertaining to ServiceNow Cartegraphand other critical software systems
- Identify constituent and internal user department technology needs clarify informationprovide solutions and/or alternatives ensuring continued operations
- Provide excellent internal and external customer support by using effectivecommunication in answering incoming calls written communications and other channelswhile meeting key department performance metrics
- Adhere to Customer Experience standards and goals as set by the departmentmanager escalate cases to the appropriate departments; train internal user departmentson completion of their assigned cases
- Develop 311 and other data visualization reports present findings and trends tostakeholders collaborate with product champions project managers and softwaredevelopment teams to propose system enhancements
- Serve as a technical liaison between Contact Center stakeholders and internaldepartments
- Perform other duties as assigned have flexibility to work after hours weekendsholidays as needed
- This job description is not intended to cover or contain a comprehensive list of dutiesactivities responsibilities that are required of the 311 Case Management Coordinator.
Harris County is an Equal Opportunity Employer
you need special services or accommodations please callor email .
This position is subject to a criminal history check. Only relevant convictions will be considered and even when considered may not automatically disqualify the candidate.Requirements
Education/Certification:
- Bachelors degree in Computer Information Systems Computer Science or related majorfrom an accredited educational institution
Experience:
- Professional experience in Customer Service / Customer Experience
Language:
- Bilingual/Fluent in Spanish
Knowledge Skills and Abilities:- Excellent communication and writing skills
- Competency in email usage and etiquette to effectively communicate both operational and service information
- Efficient in using Microsoft software products such as Outlook Teams Excel and Word. ServiceNow experience is preferred.
- Ability to multitask collect and analyze data prepare response strategies
- Ability to keep sensitive information confidential
- Ability to perform under tight deadlines
- Ability to work well with management staff and team members
- Must be able to work without direct supervision have excellent analytical decisionmaking prioritization and organizational skills.
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 butONLY information stated on the application will be used for consideration. See Resumewill not be accepted for qualifications.
General Information
- Position Type and Typical Hours of Work:
- Fulltime position
- Monday through Friday 8:00a.m. to 4:30p.m.
- Hours may vary based on business needs of the department and some weekend evening hours or holidays may be required during special events.
- Washburn Tunnel 3100 Federal Road Houston TX 77015
Reporting Relationships- Reports To Position: IT Manager
- Supervises Positions: N/A
Work Environment and Physical Demands:- This job operates in a clerical office setting. This role routinely uses standard office equipment such as computers phones and copiers. Noise level in the work environment is usually average.
- This would require the ability to lift up to 50 lbs open filling cabinets and bend or stand as necessary.
Employment may be contingent on passing a drug screen and meeting other standards.
Due to a high volume of applications positions may close prior to the advertised closing date or at the discretion of the Hiring Department.
Required Experience:
IC
Employment Type
Full-Time
