311 Case Management Coordinator (Temporary Agency-Bilingual) Apply
Full job description
Position Description
What you will do for Harris County Commissioner Precinct 2:
The 311 Case Management Coordinator will be responsible for administering the Harris County Precinct 2 311 constituent response process (ServiceNow, Cartegraph/OpenGov and other related systems) which include internal system management and occasional external customer interactions (including, but not limited to inbound or outbound calls, chats, emails, and occasionally in-person) in a timely manner while providing high quality system management.
Duties and Responsibilities:
- Manage and troubleshoot 311 case service issues involving cross functional partners while using basic ServiceNow and/or Cartegraph and other related system technical skills.
- Identify constituent needs, clarify information, research issues, and provide solutions and/or alternatives.
- Provide excellent internal and external customer experience by answering incoming calls, chats and/or emails with a high degree of accuracy and speed, while consistently meeting key department performance metrics.
- The 311 Case Management Coordinator must adhere to Customer Experience metrics, escalate to the necessary department when appropriate, maintain a high accuracy level by providing complete and accurate information at all times and abide by all Customer Experience Goals as set by the Manager of the department.
- Develop 311 case management reporting and support internal user departments to complete their assigned cases.
- Performs other duties as assigned. Must be able to work after hours, weekends, and holidays when needed.
- Document notes of each call to ensure all information is saved correctly.
- Other tasks may be assigned.
- This Job Description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this position.
- Management may, at its discretion, assign, or reassign duties and responsibilities to this job at any time.
Harris County is an Equal Opportunity Employer
https://hrrm.harriscountytx.gov/Pages/EqualEmploymentOpportunityPlan.aspx
If you need special services or accommodations, please call (713) 274-5445 or email ADACoordinator@bmd.hctx.net.
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:
- High school diploma or G.E.D. equivalent from an accredited educational institution.
Experience:
- Professional experience in Customer Service
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, decision-making, 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 but ONLY information stated on the application will be used for consideration. \\\\\\\\\\\\\\\"See Resume\\\\\\\\\\\\\\\" will not be accepted for qualifications.
General Information
Position Type and Typical Hours of Work:
Location
- Temporary Full-time 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.
Location
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.
BENEFITS
Harris County offers a competitive benefits program, including comprehensive group health and related benefits plan as well as defined benefit retirement plan.
The following list of benefits is offered only to employees in regular (full-time) positions:
- Medical
- Dental
- Vision
- Wellness
- Life Insurance
- Long-term disability
- Employee Assistance Program
- 10 days of vacation each year for the first five (5) years of service. Accrual rates increase based on years of service.
- 10 county holidays plus one (1) floating holiday
- Professional development opportunities
- Dependent Care Reimbursement Plan
- Healthcare Reimbursement Account
- 457 Deferred Compensation Plan
The following benefits are also available to regular (full-time) employment and may be available to part-time employees:
- Retirement pension (TCDRS)
- Flexible schedules (varies by department)
- Transportation Assistance (Metro RideSponsor Program)
- Flexible schedules (varies by department)
In accordance with the Harris County Personnel Regulations, Group Health and related benefits are subject to amendment or discontinuance at any time. Commissioners Court reserves the right to make benefit modifications on the County's behalf as needed.
For plan details, visit the Harris County benefits website:
https://hrrm.harriscountytx.gov/Pages/Medical.aspx
