POSITION DESCRIPTION
Customer Care Specialist
INFORMATION
Job Class: Specialist
Department: Tribal Operations
Type of Position: Non-Exempt
Location of Work: Juneau, AK
Covered Position: Yes
Salary Grade(s): 8-9
Prepared by: L. Pili/J. Wise
Hours of Work: M-F, 8:00 am – 4:30 pm
Employment Category: Regular, Full-Time
Effective Date: 11.01.2021
PURPOSE
The Customer Care Specialist is responsible for responding to citizen questions and concerns and will serve as a central resource for citizens regarding information of the Tribe’s services. The incumbent will act as a liaison between citizens, staff, and management to improve the Tribe’s services and enhance overall citizen experience.
REPORTING RELATIONSHIPS
Reports To: Tribal Operations Manager
Supervises: Up to 2 FTE
Liaison To: All Departments
ESSENTIAL FUNCTIONS
- Accurately document and track all citizen interactions
- Address and respond to citizen questions or concerns, direct to appropriate department for response, and ensure appropriate resolution and timely follow up
- Serve as a central resource for citizens by maintaining a high level of understanding of all the Tribe’s services
- Interact with citizens via telephone, online chat, social media, email or in person to provide support and information
- Review and verify information in TribeVue
- Exhibit highest degree of professionalism, friendliness, helpfulness, and customer care
- Other duties as assigned
DECISION MAKING AUTHORITY
Spending Authority: N/A
Other Authority: N/A
NECESSARY SKILLS AND KNOWLEDGE
- Strong listening skills
- Ability to effectively communicate verbally and in writing
- Strong customer service skills
- Strong working knowledge of Microsoft Office software
- Strong organizational skills
- Ability to work independently and prioritize workload
- Ability to organize and maintain confidential records
- Ability to compare data for accuracy and completeness; identify discrepancies or inaccuracies, and make necessary corrections
- Ability to problem solve and use critical thinking skills to respond to concerns
- Ability to advocate for citizens
- Proficient with online communications and social media platforms such as Facebook, Twitter, Instagram, and website content management systems
- Ability to work effectively with managers, employees, tribal leaders, and tribal citizens
- Familiarity with Tlingit, Haida, and Tsimshian cultures
MINIMUM QUALIFICATIONS (education, experience, skills)
- Associates Degree
- 2 years related experience
- 2 years supervisory experience
Substitution for AA
- High School Diploma or equivalent
- 4 years related experience
UNUSUAL PHYSICAL REQUIREMENTS OR RESTRICTIONS
The majority of this work requires frequent walking, standing, bending, and carrying of items weighing more than 50lbs on concrete floors. The employee is exposed to inclement weather conditions and working around moving machinery. The employee is expected to drive full size truck with long trailers regularly. The noise level in the work environment ranges from moderate to moderately loud. Extensive travel may be required that will take you away from home for more than 10 days at a time and to remote areas of Alaska by small plane, ferry, or boat.
CONDITIONS OF HIRE:
• All employment at Tlingit & Haida is “at will”. This means that the employee or Tlingit & Haida may terminate employment at any time and for any reason. Unless specified in writing, no term of employment is expressed or implied for this position.
• Tlingit & Haida is a no tolerance workplace. All regular employees may be required to pass a pre-employment and subsequent random drug and alcohol screening to be eligible for and maintain employment.
• Tlingit & Haida requires a criminal background check be conducted on all employees. All employment offers are conditional until federal criminal background check results verify your eligibility to work for Tlingit & Haida.
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