Customer Relations Officer

**Applications will only be accepted through the company website.** To submit an application, visit https://bit.ly/42V6rto

Closing Date 3/12/2024 11:59 PM Pacific

THE POSITION

The Customer Relations Officer is an at-will management position that is responsible for coordinating and partnering with local and regional stakeholders to develop and host educational events and workshops focused on services provided by the Bureau which include street sweeping, parking enforcement and municipal solid waste collection. The position leads a dedicated team that develops and implements educational campaigns and materials while measuring the success of each to ensure the best value of limited resources. This position will lead the transformation of the bureau’s website, public education and call center to include the new residential organics collection program, and will provide oversight and management on the bureau’s public education and outreach campaigns. The position is responsible for timely and accurate communications and working with the Public Works communications team to ensure consistent messaging and branding across all campaigns and outreach efforts. The position is responsible for overseeing and strengthening the bureau’s day-to-day customer service, education, and outreach operations while leading a team that currently consists of: 1 Customer Service Supervisor, 10 Customer Service Representatives, 1 Admin Analyst, and 4 Recycling Specialists. The position collaborates regularly with the Public Works communications division ensuring consistent brand and messaging. The objective of the role is to continuously evaluate and improve outreach and customer service. To succeed the individual will need to demonstrate decision making, prioritizing resources, and developing recommendations based on analysis of data.

EXAMPLES OF DUTIES

Duties for this position include:

• Ensure the proper maintenance and billing accuracy of customer accounts within the billing system (CC&B).
• Assign service requests and oversee the resolutions for customer complaints.
• Effectively hire, train, evaluate, assign, promote, and discipline employees.
• Evaluate the quality of service provided and implement adjustments to improve operational efficiencies.
• Engage the community and other stakeholders to enhance customer service.
• Develop educational material and programs to support compliance requirements for SB 1383 and other laws.
• Develop, implement, and measure the impacts of a comprehensive public education program for residents, businesses, community organizations, and schools.
• Oversee public outreach efforts including but not limited to: workshops, tabling events, and targeted outreach.
• Develop goals and objectives for new or existing programs/services
• Actively participate in industry committees and/or attend meetings as assigned.
• Oversee the ongoing implementation of the Composting and Recycling Ambassador program and enhance volunteer engagement.
• Lead implementation of Bureau’s public outreach and education goals and develop processes to evaluate impact
• Lead efforts to enhance Bureau website to ensure all services provided are communicated and easily accessible.
• Enhance overall customer service and experience.
• Other duties as assigned.

REQUIREMENTS TO FILE

MINIMUM REQUIREMENTSEDUCATION

• Graduation from an accredited college or university with a bachelor’s degree in Public Administration, Business Administration, Sustainability, Environmental Studies/Science, Geography, Education, or closely related field. (Proof required at time of application)
• Candidates may substitute experience offering specific and substantial preparation for the duties of the position for the required education on a year-for-year basis.

EXPERIENCE

• Three (3) years of progressively responsible experience performing duties in the administration of communication, public outreach and education, customer service, or performing other related activities.
• One (1) year of the required experience must have been at a lead or supervisory level.
• Possession of a valid California Class C Driver License is required prior to appointment.

DESIREABLE QUALIFICATIONS

• Knowledge of CA Solid Waste Laws and Regulations
• Knowledge of computer software and call center technology
• Proven experience building and leading teams
• Knowledge of or experience with Community Based Social Marketing and/or other behavior change theories

SELECTION PROCEDURE

This recruitment will close at 11:59 PM Pacific Time on March 12, 2024. To be considered, please submit an online application, including a cover letter, resume, and proof of education (if qualifying with a degree) in PDF format. Applications that fail to include all necessary documents will be considered incomplete and will not be taken into consideration. Applications will be reviewed for depth and breadth of experience, and for level and relatedness of education. The most qualified candidates will be invited to participate in further selection procedures. The selected candidate may be required to go through a background check and a physical examination prior to appointment. For questions regarding this recruitment, please contact (562) 570-7287. The City of Long Beach is an Equal Opportunity Employer. We value and encourage diversity in our workforce. The City of Long Beach is committed to creating a workplace where every employee is valued for who they are. Having our workforce reflect the diversity of our community at various levels of the organization is a continuous goal embraced by our departments, management staff, and policymakers. To support efforts of fairness and diversity, City Leadership is committed to incorporating equity and inclusion into our work by supporting staff and community partners. We are committed to promoting transparency by publishing updated demographic information for employees, including workforce diversity data and pay by race and gender. The City of Long Beach will consider qualified applicants with a criminal history pursuant to the California Fair Chance Act. You are not required to disclose your criminal history or participate in a background check until you receive a conditional job offer. If the City of Long Beach has concerns about a conviction that is directly related to the job after making a conditional job offer and conducting a background check, you will have the opportunity to explain the circumstances surrounding the conviction, provide evidence to mitigate concerns, or challenge the accuracy of the background report. Find out more about the Fair Chance Act by visiting https://calcivilrights.ca.gov/fair-chance-act The City of Long Beach intends to provide reasonable accommodations in accordance with the Americans with Disabilities Act of 1990. If a special accommodation is desired, or if you would like to request this information in an alternative format, please contact (562) 570-7287.
For technical support with your governmentjobs.com application, please contact (855) 524-5627.

Job Type: Full-time

Pay: $105,000.00 - $150,000.00 per year

Benefits:

• Dental insurance
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Retirement plan

People with a criminal record are encouraged to apply

Work Location: In person