CONSTITUENT SERVICES SUPERVISOR                                                  0105

 

 

                                                           

DISTINGUISHING FEATURES OF THE CLASS

An employee in this class supervises the day-to-day operation of a Town’s constituent services division. The employee develops professional standards and assists constituent services staff with resolving residents’ complaints and issues. The work involves considerable contact with the public, and the incumbent is expected to exercise independent judgment and initiative in the performance of duties. Responsibility is included for planning, developing, and implementing constituent service strategies and operations, and for recommending changes to systems and processes.  Work is performed under the general supervision of an administrative supervisor, and is evaluated through reports submitted by the incumbent, and by the quality of service rendered as reported by the Town’s constituents.  Does related work as required.

 

TYPICAL WORK ACTIVITIES

Supervises constituent services staff who are working with the public to resolve complaints and issues with the Town and ensures that proper policies and procedures are followed;

Acts as liaison between the Supervisor’s Office and the constituents;

Assists staff working with the public and answers questions as needed;

Handles appeals and difficult situations;

Oversees responses to inquiries and resolution of complaints from Town’s residents;

Interviews Town residents and assists them in obtaining services;

      Prepares reports for the Supervisor’s Office and/or Town Board outlining the complaints received and the resolutions to the complaints.

 

FULL PERFORMANCE KNOWLEDGES, SKILLS, ABILITIES AND PERSONAL CHARACTERISTICS

Good knowledge of the services available to communities; good knowledge of the problems and service needs of the community; skill in conducting interviews; ability to speak clearly and distinctly in a well-modulated and pleasant voice, and to use correct grammatical construction and choice of words; ability to establish effective working relationships with elected officials, community residents and co-workers; ability to analyze and organize data, and to prepare reports; ability to understand and follow oral and written instructions; ability to assign and supervise the work of staff in a manner conducive to full performance and high morale; physical condition commensurate with the demands of the position.

 

 

MINIMUM QUALIFICATIONS

            OPEN COMPETITIVE

                Graduation from a standard senior high school or possession of a high school equivalency diploma, and four (4) years of experience in customer and/or constituent services, two (2) of which must be in a supervisory capacity.

 

NOTE: Additional education beyond high school from a college with federally-authorized accreditation or registration by NY State may be substituted for the required non-supervisory experience up to a maximum of two (2) years.

 

            PROMOTIONAL

            Two (2) years of permanent competitive status as a Constituent Services Representative or Constituent Services Representative (Spanish Speaking).

 

08/24/2020

SUFFOLK COUNTY

Competitive