Customer Relations Manager

City of El Paso • Full-time • El Paso, TX, US • 1w ago

Requirements

MOS Code: 9750 (Navy)

Education and Experience: Bachelor's Degree or higher in Business or Public Administration, Communications, Computer Science, or related field, plus three (3) years professional customer service and administrative support experience, customer relations, call center, or complaint investigation and resolution experience.

Licenses and Certificates : Valid Class "C" Driver License or equivalent from another state by the date of appointment.

General Purpose

Under direction, plan, implement, direct and supervise customer service activities.

Typical Duties

Community engagement and issue resolution. Involves: Plan, direct, implement, and control customer service activities to ensure high-quality interactions through the 311 system. Develop and maintain strong relationships with community members, including residents, neighborhood associations, and external organizations such as utility providers. Proactively address concerns to prevent escalation and foster positive engagement. Respond to and resolve service quality complaints from customers, residents, businesses, and organizations. Handle challenging callers, including those with mental health concerns, ensuring appropriate escalation procedures are followed. Conduct surveys and analyze public perception regarding city services to drive improvements. Manage 311 project activities in the areas of project planning, coordination, communication, and execution.

Interdepartmental collaboration and process optimization. Involves: Serve as the liaison between 311 and city departments to ensure effective service request management and issue resolution. Collaborate with department staff to develop a personalized approach to issue resolution and city service delivery. Keep scripts and workflows updated to align with evolving department processes and public service expectations. Track and analyze repeat service requests to identify gaps in city services and recommend solutions for systemic improvements. Work with departments such as Code Enforcement, SAM, and Animal Services to optimize service coordination and response times.

Operational and strategic improvements. Involves: Utilize CRM tools to monitor performance, generate reports, and identify new opportunities for service improvements. Analyze customer behavior using data tools to optimize service strategies and better meet resident needs. Advocate for strategic decision-making in 311 operations and community engagement efforts. Identify inefficiencies in workflows, such as misrouted service requests and communication breakdowns, and recommend corrective actions. Provide insights for technology enhancements, including AI integration and customer service tools, to improve efficiency.

Crisis management and high-profile call handling. Involves: Managing escalations from city leadership, including calls directed from the City Manager’s office. Oversee crisis intervention strategies, particularly for abusive or mentally unstable callers, ensuring appropriate handling procedures and escalation pathways. Work with external vendors to maintain transparency in service metrics and billing processes. Support staff in managing emotionally taxing calls by implementing best practices for de-escalation and caller assistance.

General Information

For complete job specification, click here

Note: Applicants are encouraged to apply immediately. This position will close when a preset number of qualified applications have been received.

Note: This is an unclassified contract position.

Note: Applicants with a foreign degree must have all documents translated and evaluated by an agency of the National Association of Credential Evaluation Services (NACES) prior to submitting them to the Human Resources Department. Please visit www.naces.org/members for more information.

A résumé and/or other documents will not be accepted in lieu of a completed application. Comments such as “See résumé” are not acceptable and will result in the application being considered incomplete.

To qualify for this position, required education, experience, knowledge and skills must be clearly stated on your application’s employment history. We do not use any information on your resume to review if you meet the minimum qualifications for this position.

Failure to fully detail all experience and job duties in the application, or copying/pasting directly from the job specification, or responses referring to your résumé will eliminate you from consideration for the position.

Determined by agreement

Closing Date/Time: 4/15/2025 11:59 PM Mountain