Section Manager - Customer Experience Print (https://www.governmentjobs.com/careers/gwinnett/jobs/newprint/4606988) Apply  Section Manager - Customer Experience Salary $96,847.00 - $164,640.00 Annually Location Gwinnett County, GA Job Type Full-Time Appointed Job Number 24-02648 Department Department of Water Resources Opening Date 08/06/2024 Closing Date 12/6/2024 11:59 PM Eastern FLSA Exempt + Description + Benefits + Questions Class Summary Job Description This position will serve as the Section Manager-Customer Experience for the Department of Water Resources’ Customer Care Division. This position will be responsible for the following: + Manage and support Billing, Quality and Training, Customer Advocacy, and Performance Management. + Partners with the Customer Operations Section Manager to monitor the activities of the Customer Care Team, ensure compliance with acceptable standards of customer service quality programs, and to enhance digital and non-digital touchpoints to improve customer experience. + Maps out and creates customer journeys, identifies pain points, and works collaboratively with the team to address them through process, training, or system improvement. + Manages the voice of the customer by gathering customer feedback through surveys, interactions, and social media postings to understand their experience with the county. + Creates and implements the signature customer experience for DWR Customers by defining and implementing standards and procedures for ensuring and measuring customer experience. + Develop requirements for Tableau dashboards to study and respond to customer-centric metrics + Work with the PIO office to establish communication methods for customers to contact DWR and vice versa (chat, social, email, SMS) + Work closely with analytics, customer research, content, SEO, user experience design, Web and CRM platform practice leads + Reviews all JD Power Customer Service requirements and creates a service delivery strategy + Drives training curriculum and execution for employees, focusing on growth and succession planning. + Manages the Customer Care website and Payment Portal experience This position is Appointed Grade 108. Minimum Requirements: + Bachelor’s Degree in Business Administration, Business Management or in a closely related field; + Eight years of progressively responsible experience in call center management with five years of experience as a manager, + Or, an equivalent combination of education and experience sufficient to successfully perform the essential duties of the job, such as those listed above. Preferred Qualifications: + CX ( Customer Experience) certification from CCXP or any accredited University or CX Professional organization + Experience in Call Center Management + Experience in Quality For information related to position-specific essential duties, knowledge and skills, and physical requirements, please click here . (https://www.governmentjobs.com/careers/gwinnett/classspecs/973787?keywords=mg18&pagetype=classSpecifications) Note: The class specifications listed on this website are not the official class specifications for Gwinnett County and are subject to change. Additional Information Department of Water Resources Gwinnett County Department of Water Resources (DWR) is a publicly owned utility committed to delivering superior services to a vibrantly connected community. The employees of the Department of Water Resources (DWR) represent our inclusive culture which advances our commitment to excellence in service, stewardship, integrity, and innovation. The Department and its staff are widely recognized for superior service in the maintenance and operation of almost 9, 000 miles of water, wastewater, and stormwater lines, as well as the operation of 2 water production facilities, 3 water reclamation facilities and over 200 pump stations. The Department of Water Resources takes pride in stewardship of the environmental resources entrusted to us and pledges to be responsible as we manage water as a limited, but renewable resource. For more information about this department click here. https://www.gwinnettcounty.com/web/gwinnett/departments/water About Gwinnett County Welcome to Gwinnett County — one of America's fastest-growing counties for the past 20 years. Our dynamic and exciting county combines the best of big-city living with the comforts of the suburbs. The county's population in 2000 was about 588,448 and we’ve only continued to grow since then, with the population expected to reach one million by the year 2022. Gwinnett has many advantages, beginning with its location and road system. The county is just 45 minutes from Hartsfield-Jackson Atlanta International Airport and 30 minutes from downtown Atlanta. Thanks to this location, 80 percent of the U.S. population is within a two-hour flight. Georgia Highway 316 has been extended to Athens, reducing travel time to the University of Georgia to 25 minutes. Gwinnett's infrastructure includes more than 2,750 miles of roadways to provide excellent mobility for our residents. The County Administrator and County Attorney are appointed by the Board of Commissioners and serve at its pleasure. To implement the Board's policy directives, the County Administrator uses a management team consisting of members of his immediate staff and 14 department directors. The 14 departments that make up the executive side are Police Services, Fire and Emergency Services, Corrections, Communications, Support Services, Financial Services, Community Services, Human Resources, Information Technology Services, Law, Planning and Development, Water Resources, Child Advocacy & Juvenile Services, and Transportation. Each department is run by a director who is charged with managing operations in a manner which stresses the County’s values. In addition to the executive side of County government, certain services are provided through Constitutional officers and independent elected officials. These external offices are created by the Georgia Constitution or through state law. In Gwinnett, they include the Sheriff, Tax Commissioner, District Attorney, Solicitor, Probate Court Judge, and Chief Magistrate. Vision Gwinnett is the preferred community where everyone thrives! Mission Gwinnett proudly supports our vibrantly connected community by delivering superior services. Values Integrity: We believe in being honest, building trust, and having strong moral principles. Accountability: We believe in stewardship, transparency, and sustainability. Equity: We believe in fairness and respect for all. Inclusivity: We believe in engaging, embracing, and unifying our communities. Innovation: We believe in continual adaptation of technology, process, and experience. Hiring Process Gwinnett County is an Equal Opportunity Employer. For more information regarding our hiring process, please click the links below: + Hiring Process (https://www.gwinnettcounty.com/web/gwinnett/departments/hr/employmentandtesting/hiringprocess) + FAQs Gwinnett County is committed to creating a diverse workforce. As an Equal Opportunity Employer, we prohibit discrimination on the basis of genetic information (including sex), race, color, national origin (including ancestry), gender (identity and expression), sexual orientation, age, marital status, familial status (including pregnancy), disability, military or veteran status, religion, political affiliation, immigration status, homeless status, or any other category protected by law. For questions about recruitment, or to request a reasonable accommodation during the application, interview, or testing process, please call Human Resources at 770-822-7915 or email Jobs@GwinnettCounty.com. Reasonable accommodations for qualified individuals with disabilities may be requested. If you need an accommodation during the application, interview, or testing process, contact Human Resources at 770.822.7915 or HREmployeeRelations@GwinnettCounty.com. This email is only for accommodation requests; for questions related to job postings, use jobs@gwinnettcounty.com. Our Benefits program is designed to support every aspect of our employees’ lives, from physical and emotional to social and financial. Along with their salary, employees receive a variety of comprehensive benefits as part of their total compensation. On average, our employees’ benefits are worth 48 percent of their base salary! In other words, employees would spend nearly half of their pay to purchase these benefits on their own. For employees’ medical premium alone, the County contributes an average of 91 percent of the cost! Health + Medical plans for active and retired employees + Dental and vision plans + Prescription drug plan Wellness + Onsite Employee Wellness Center + 24/7 Employee Assistance Program (EAP) + Immunizations + Wellness education and incentive programs + Annual wellness fair Family and Career + Training and professional development opportunities + Family planning benefits + Four weeks of paid parental leave Time + Annual/Sick Leave + 12 paid holidays per calendar year + 1 paid floating holiday per calendar year Money + Flexible spending accounts for medical and dependent care + Health Reimbursement Arrangement (HRA) available + Health Savings Account (HSA) available + Retirement and Savings Plans + 401(a) Defined Contribution + 457 (b) Deferred Compensation + Longevity pay + Tuition reimbursement + Financial education programs Protection + Basic, optional, and dependent life insurance + Short-term and long-term disability + Critical illness and accident insurance + Hospital indemnity insurance + Identity theft protection To learn more about the Benefits offered at Gwinnett County, click here (https://www.gwinnettcounty.com/web/gwinnett/departments/hr/benefitsinformation) . 01 Have you completed a degree in Business Administration, Business Management, or a closely related field? + no completed degree in the specified fields of study + Completed associate degree in the specified fields of study + Completed bachelor's degree in the specified fields of study + Completed master's degree or higher in the specified fields of study 02 Please list the degree and field. If not, please list any degrees obtained and describe how they are applicable to this position. If none, type N/A. 03 Are you a CX (customer experience) certified professional? + Yes + No 04 If so, where did you get your CX certification? If no, type N/A. 05 How many years of experience do you have in professional customer service? + none + less than 6 years + 6 years to less than 8 years + 8 years to less than 10 years + 10 years to less than 12 years + 12 or more years 06 Describe your professional customer service experience. If none, type N/A. 07 How many years of experience as a manager do you have? + None + less than 2 years + 2 years to less than 4 years + 4 years to less than 10 years + 10 years or more 08 How many years of experience do you have in customer experience development? Please describe this experience. If none, type N/A. 09 Please describe your experience with managing a call center. If none, type N/A. 10 Please describe a CX project or initiative you worked on. If none, type N/A. 11 Briefly describe your knowledge and experience in analyzing data and usage of data. If you do not have this knowledge and experience, please respond N/A. Required Question Agency Gwinnett County Address 75 Langley Drive Lawrenceville, Georgia, 30046 Phone 770.822.7915 770.822.7923 Website http://www.gwinnettcountyjobs.com