CONSTITUENT SERVICES SUPERVISOR 0105
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