COMMUNITY ENGAGEMENT COORDINATOR

PAY RATE: $20.48/HR

Position Summary:

This supervisory role involves planning, organizing, and coordinating activities within the Community Engagement Center. The employee is expected to operate independently, adhering to established policies, procedures, and instructions in the Director's absence. Responsibilities include coordinating general information requests from citizens about City services; providing leadership and direction to ensure the Community Engagement staff delivers exceptional customer service; assigning and reviewing requested design and communication materials; and developing and maintaining performance measures for the Center. This position coordinates all aspects of the call center operation including telephone and digital/electronic requests.

Essential Duties and Responsibilities: The following duties are illustrative and not exhaustive. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position

• Manages and coordinates the activities of the Community Engagement Center staff.

• Provides training for new hires and existing staff.

• Monitors inbound telephone and electronic communications to improve quality, minimize errors, and track employee performance.

• Develops and implements strategies and policies to standardize City-wide management of citizen requests for general information and services.

• Participates in, recommends changes and improvements, and assigns and monitors work activities to ensure compliance with existing standards, policies, and procedures.

• Plans and implements community engagement strategies in support of Department goals and initiatives.

• Handles complex citizen inquiries or complaints with the best possible outcomes for the customer and the City.

• Provides information to interested parties concerning offered programs, services, and resources.

• Coordinates preparing and publishing various materials to provide information to interested parties.

• Collaborates with internal and external customers as needed to ensure effective, well-executed public relations and information gathering.

• Coordinates with other departments, organizations, or service providers to verify information.

• Maintains call center database by entering new information or updating existing data for future use.

• Receives and tracks complaints, requests, and inquiries and coordinates actions to achieve a prompt and satisfactory resolution.

• Proficiency with computers, especially content management software, social media platforms, and MS Office.

• Monitors responses to posts via the website, social media, or other platforms to better understand the public’s needs.

• Coordinates and distributes community awareness tools using a variety of outreach methods, including brochures, articles, surveys, and videos.

• Operates systems and software to find, verify, and enter information, distribute information or correspondence, and track real-time data.

• Assists the Director with the completion of reports and presentations, as needed.

• Provides customer service support or related duties when required by the City Manager.

• Manages and coordinates photography of events, personnel, and other City activities.

• Performs other job duties as assigned.

Minimum Qualifications: To perform this job successfully, an individual must be able to carry out each essential

duty or responsibility satisfactorily. The requirements listed below are representative of the knowledge, skills, and

abilities; education and/or experience; and, certificates or licenses required in order to fill the position. Reasonable

accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

Knowledge, Skills, and Abilities:

• Proactively seeks to understand the needs of the public and strives to provide the highest level of service.

• Collaborates and builds partnerships through trust and the open exchange of information that promotes organizational goals.

• Advanced knowledge of City and community functions, services, resources, policies, and procedures.

• Working knowledge of public relations, mass communications and related areas, methods, and techniques.

• Knowledge of social media platforms, their primary functions, and targeted audience.

• Exceptional writing, research, and communication skills.

• Advanced knowledge of standard call center operations and customer service best practices.

• Skill in the use of call center service-oriented phrases and techniques to achieve resolution.

• Skill in listening actively to discern customers’ needs.

• Ability to evaluate information and use good judgment in complex circumstances to determine the best course of action.

• Ability to operate general office equipment and use computer/software to quickly and accurately obtain/enter data.

• Ability to demonstrate exemplary customer service skills.

• Ability to deal courteously and effectively with the public.

• Ability to communicate effectively both orally and in writing.

• Ability to organize and maintain information, files, and records.

• Ability to collaborate and work effectively with others.

• Ability to multi-task.

• Ability to sit and type for extended periods.

• Ability to type 40 words per minute.

• Ability to work a varied work schedule that may include night, weekend, and holiday shifts when required.

• Proficient in Microsoft Office, Canva, and Adobe Creative Cloud applications.

• Bilingual/multilingual – Preferred.

Education and Experience:

• Three (3) years of experience in customer relations, customer service, or working within a public contact capacity.

• One (1) year of experience in a supervisory capacity.

• Bachelor's degree from an accredited college or university in public administration, marketing, or business administration-related field preferred.

• An equivalent combination of education, training, and experience may be substituted at the City Manager’s discretion.

Certificates and Licenses:

• Must possess and maintain a valid state of Florida driver's license and be insurable by the City’s current insurance provider.

Supervisory Responsibilities:

• Supervises Community Engagement staff to ensure quality and timely completion of tasks.

Essential Physical Abilities:

Code: Constant = 2/3 or more of the time Frequent = from 1/3 to 2/3 of the time Occasional = up to 1/3 of the time N/A = Not applicable

Environmental Conditions:

Code: Constant = 2/3 or more of the time Frequent = from 1/3 to 2/3 of the time Occasional = up to 1/3 of the time N/A = Not applicable

Emergency Responsibilities:

In the event of an emergency or disaster, an employee may be required to respond promptly to duties and responsibilities as assigned by the employee’s department, Emergency Management or City Administration. Such assignments may be before, during or after the emergency/disaster.

Disclaimers:

This job description is not intended to, and does not, constitute an offer of employment or a contract for employment or the terms and condition of employment. The City of Plant City has the right to revise this job description at any time.