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Constituent Services Coordinator- County Executive Office

Position Type:  Full-Time, Hourly

Department:  County Executive's Office

Closing Date:  October 30, 2018 @ 5:59pm CST

BRIEF DESCRIPTION OF THE JOB:

As the first impression of the County Executive, the Coordinator serves as the primary liaison for constituents and others reaching out to the County Executive Office in-person, by phone, by letter, via the web or by email. The goal of this position is to “set the tone” of professionalism and responsiveness on behalf of the County Executive.

 

Interfacing with constituents, elected officials and other professionals, the Coordinator must have professional, positive and outstanding verbal and written communications skills, present him or herself well in a public, in a sometimes challenging, environment.  She/he must have ability to be responsive and empathetic when interacting with energized constituents, high-level public officials, and organization leaders.

 

The Coordinator is also responsible for several essential administrative, clerical, and public relations/marketing tasks in support of activities within the County Executive Office.

 

ESSENTIAL FUNCTIONS:

 

  • Welcome all Visitors to the Office. Positioned in the County Executive lobby area, professionally and positively greet constituents and other individuals visiting the County Executive Office by name, taking their coats, offering them coffee or water, and escorting them to the individuals they are there to meet (approximately 10-20/day);

  • Answer all Telephone Calls. Professionally and positively answer all incoming phone calls (approximately 30-40/day) with a consistent and professional script (Good morning, thank you for calling the County Executive Office, this is (first name), how may I help you this morning?); transfer phone calls to staff members and other departments, waiting for a pick up to announce who is on the line;

  • Manage all Emails. Frequently monitor the generic County Executive email (approximately 30/day), managing the clutter and efficiently identify emails needing to be forwarded to staff members and other departments (with a preface of context), identify, initiate, acknowledge, research, professionally write and respond to inquiries, ideas, concerns, proclamation and meeting requests received by email within the framework of the established standards (approximately 4-6/day);

  • Monitor all Web Submittals.  Frequently monitor the Constituent Relationship Management (CRM) application to identify, initiate, acknowledge, research and respond to inquiries, ideas, concerns, proclamation and meeting requests received through the internet within the framework of the established standards (approximately 2/day);

  • Manage all Letters/FAX sent to the Office.  Receive, sort, identify, initiate, acknowledge, research and respond to inquiries, ideas, concerns, proclamation and meeting requests received by mail or facsimile within the framework of the established standards; forward all other correspondence, invoices, etc. to appropriate staff members (approximately 4-6/day);

  • Key Coordinator for Business Continuity & Emergency Management.  As the County Executive Office team leader, participate in emergency management and business continuity training sessions and be prepared to lead staff in fire and emergency drills and real events; responsible for ensuring facility is secured before, during and after office hours.

  • Recruit, Hire, Train and Lead Interns.  As Coordinator hire, train and lead a team of qualified and engaged college interns, managing and publishing work schedules, assigning and monitoring clear and critical tasks.

  • Primary Administrator of the Constituent Relations Management application (Salesforce).  As the administrator, manage and monitor for quality control and level of usage, all activities by staff and interns within the application, generate weekly and monthly management reports, coordinate with staff to produce blast emails, maintain the press clippings and press release reference library and train and provide support to staff as needed;

  • Advocate and Delegate for Countywide Activities.  As a representative of the County Executive Office, take the lead role in representing the office in various Countywide activities, including UPAF and United Way campaigns, Operation Freedom, County Military Family Christmas Party, Christmas Tree Lighting and other special events.

  • Support Marketing Communications. Serve as a member of the CEX office Integrated Marketing Communications Team and MarComm Council. Assist with identification of comms activities; interface with (web) Digital Communications Program Manager; develop web and intranet content; support integration of marketing activities among the CEX office and other departments; lead development of marketing management tools including within SharePoint; evaluate performance of marketing efforts against identified KPIs; and support other marketing communications services as requested.

  • Other Duties as Assigned.

Minimum Qualifications

DESIRED QUALITIES AND QUALIFICATIONS:

 

  • Proven Professional Communication Skills.  Recognizing that there is a high volume of correspondence and telephone calls, as well as many daily in-person interactions with constituents, the candidate must possess strong verbal and written communication skills;

  • Positive and Professional Approach.  As the frontline representative of the County Executive, the candidate must have a positive attitude even in trying situations, be empathetic, and maintain a professional appearance in dress and approach;

  • Proven and Robust Computer Skills.  Candidate must be well-versed in the Microsoft Office Suite, including Outlook, Word, Excel PowerPoint and SharePoint.  Additionally, the candidate should be familiar with CRM capabilities (experience with Salesforce preferred), know how to efficiently navigate through the internet, and be proficient developing and editing web content (experience with Titan CMS preferred);

  • Strong Organizational Skills with Attention to Detail.  Candidate must be detail-oriented, well-organized, and have strong time management skills;

  • Passion for Public Service.  The County Executive Office is an “around-the-clock” office requiring staff members to be engaged and on call to serve our community. The candidate must have passion for public service and have the flexibility to be responsive as the job requires. Staying “connected” beyond 8 to 5 is a must;

  • Public Relations Experience with Ability to Pro-Actively Develop Tools/Processes That Support the CEX Office and Other Departments.

  • Experience in a High-Profile Customer-Facing Position is required.

 


Milwaukee County offers a comprehensive blend of benefits designed to make your life better both inside and outside of the workplace. Milwaukee County conducts criminal background checks and pre-employment drug testing.


     
Milwaukee County is an Equal Opportunity/E-verify employer committed to diversity and all qualified applicants will receive consideration for employment and will not be discriminated against based on age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability genetic information or protected veteran status. We maintain a drug-free workplace and perform pre-employment substance abuse testing, background checks and pre-employment physicals subject to job requirements. If special accommodations are needed, please contact 414-278-3936.