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DATE:4/13/15
STATUS:Regular, Full Time
SALARY RANGE:$36,820 - $52,404
TITLE:CUSTOMER SERVICE MANAGER I/II - OLD
GRADE:27
LOCATION:200 N. Main St.
UNION AFFILIATION:Non-Union Employees
 
JOB SUMMARY
Under general supervision, learns and performs professional level and responsible administrative, organizational, systems, budgetary, and other analysis and staff support related to department or divisional operations. Makes recommendations for action and assists in policy and procedure implementation. May have programmatic responsibility. Performs related work as assigned.
This is an alternately-staff class, in which appointments may be made at either LEVEL I or LEVEL II. LEVEL I is the entry level in to this professional field, in which incumbents learn public administration and County policies and procedures. Initially under close supervision, employees gradually receive more complex assignments and work more independently as experience is gained. Employees may advance to LEVEL II, or fully experienced level, after gaining the required experience and demonstrating acceptable work proficiency. At LEVEL II, employees are expected to independently perform varied work in several of the areas outlined below.
EXAMPLES OF DUTIES
Essential Duties:

  • Plans and organizes administrative studies related to the activities or operations of the functional areas to which assigned.
  • Determines analytical techniques and information-gathering processes and obtains required information and data for analysis.
  • Analyzes alternatives and makes recommendations regarding such matters as organizational structure, budget development and administration, staff, facilities, equipment, productivity and policy and procedure modification. May coordinate the development of one or multiple budgets.
  • Discusses findings with management staff and assists in implementing changes resulting from studies and analyses.
  • Confers with and represents the department in meetings with County staff from other departments, representatives of other governmental agencies and business, professional and community groups, vendors and the public.
  • Provides liaison and administrative support to a variety of committees and commissions.
  • Prepares, processes and may administer contracts, grant funded projects and similar endeavors.
  • Prepares a variety of technical, statistical and narrative reports, correspondence and other written materials.
  • May have programmatic responsibility in a specified service delivery or internal support area as assigned. May direct the work of professional or support staff on a project or day-to-day basis.
Important Duties:

  • Enters data into a personal or mainframe computer system. Maintains databases. Prepares spreadsheets and reports. Prepares budget information, correspondence and other written materials using word processing software.
  • Completes surveys. Prepares and submits various reports to regulatory agencies and other organizations. Maintains accurate records and files.
  • Participates on County committees and in professional development activities.
  • Uses standard office equipment in the course of the work. May drive a County or personal vehicle in the course of the work.
  • May direct the work of professional, technical, or office support staff on a project on a day-to-day basis.
  • Performs other related duties as assigned.
The above statements are intended to describe the general nature and level of work being performed by employees assigned this classification. They are not to be construed as an exhaustive list of all job duties performed by personnel so classified.
EMPLOYMENT QUALIFICATIONS
Note: The required depth and level of knowledge and skills varies with level in the class series to which assigned.
Knowledge of:

  • Principles and practices of public administration.
  • Principles, terminology and concepts related to the specific functional areas to which assigned.
  • Applicable federal, state and local laws and regulations.
  • Research, data analysis and report preparation techniques.
  • Computer applications related to the work.
  • Business mathematics, including basic statistical analysis techniques.
  • Correct oral and written English usage.
  • Standard office practices, including the operation of standard office equipment.
  • Basic supervisory principles and practices.
  • Basic budgetary principles and practices.
Skill in:

  • Performing a variety of professional level budgetary work without close supervision.
  • Collecting, analyzing and evaluating varied information and data.
  • Interpreting, applying and explaining complex laws, policies and regulations.
  • Setting priorities, coordinating multiple projects and meeting critical deadlines.
  • Directing the work of others on a project or day-to-day basis.
  • Using sound, independent judgment within established policy and procedural guidelines.
  • Preparing clear, concise and effective written materials.
  • Maintaining accurate records and files.
  • Entering and retrieving information from a computer with sufficient speed and accuracy to perform the required work.
  • Establishing and maintaining effective working relationships with those contacted in the course of the work.
LICENSES AND CERTIFICATIONS
  • Specified positions may require possession of a valid Michigan driver's license.
PHYSICAL DEMANDS
  • Duties require sufficient mobility to work in a normal office setting and use standard office equipment including a computer, vision to read printed materials and a VDT screen and hearing and speech sufficient to communicate in person or over the telephone.
These requirements may be accommodated for otherwise qualified individuals requiring and requesting such accommodations.
EDUCATION
  • Equivalent to possession of a Bachelor's degree with major coursework in business or public administration, or field related to the work.
EXPERIENCE
Level I - Grade 27:

  • No professional level experience is required. However, completion of an internship or possession of some technical experience in a public agency setting is desirable.
Level II - Grade 29:

  • Two (2) years of experience in performing administrative, management, operational, budgetary or similar analysis.
  • Experience in a public agency desirable.
This class description intends to identify the major duties and requirements of the job and should not be interpreted as all inclusive. Incumbents may be requested to perform job-related duties other than those outlined above and may be required to have specific job-related knowledge for successful job performance.

FILING DEADLINE: 5/26/15

CONTROL NUMBER: 1504-420-2768-0001

AN EQUAL OPPORTUNITY EMPLOYER

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