This is highly responsible managerial work in developing, enhancing and overseeing customer engagement to achieve desired goals.
An employee in this class performs work of above average difficulty in developing policy and procedures to ensure the customer experience results in productive outcomes. The employee will lead communications and customer engagement programs, develop innovative approaches to research, collaboration, and customer satisfaction measurements that create improved value for the City of Tampa as an organization and enhances experiences for customers. This includes maintaining and building new relationships from the citizen to business clients and serving as their primary contact to assist with on-going support or escalated issues. Work is performed under administrative direction and requires a high degree of technical knowledge and the application of extensive initiative and independent judgment. Work is reviewed through conferences, reports submitted, and results achieved. Appointed position; employee serves at the pleasure of the Mayor.
Extensive knowledge of: business English, business administration, best customer service practices.
Considerable knowledge of: modern management practices and procedures; effective supervisory practices; team dynamics, team building and diversity; business office practices and the computer systems utilized by city departments; the layout of the city and its geography.
Ability to: plan, assign, supervise, and review the work of subordinate personnel; make mathematical calculations with speed and accuracy; establish and maintain effective working relationships with other employees, officials, and the general public; prepare and present clear and concise reports both orally and in writing; maintain records using a variety of source materials; understand and follow complex oral and written instructions; design and implement appropriate tracking strategies.
Skill in: problem solving; oral and written communications.
Graduation from an accredited college or university with a bachelor‘s degree in business administration, communications, public administration or related field and five (5) years of customer interaction experience in a management role related to client/customer relations, customer support operations.
During periods when the Mayor issues an emergency declaration for the City of Tampa, all employees may be required to work in preparation, response or recovery activities related to the stated emergency.