Customer Service Specialist - Road Department

Job Summary The Customer Service Specialist is key in ensuring clear and effective communication between the Road Department and the public. This position addresses inquiries, manages complaints, and provides essential information regarding road services, maintenance, and infrastructure. Acting as the main point of contact for residents impacted by road work, this representative will also oversee updates through the department’s web pages and social media platforms, ensuring timely and accurate communication with the community. Calhoun County is committed to developing and maintaining a diverse workplace that provides an inclusive environment with equitable treatment for all employees and the public it serves. Primary Duties & Responsibilities Serve as the primary point of contact for residents and other stakeholders contacting the Road Department. Respond professionally and courteously to phone calls, emails, and in-person visits. Proactively accept, address, and help resolve complaints and concerns by creating service requests for road conditions, construction projects, and other department services. Work jointly with other Communications team members to develop and update website content, draft press releases and social media messaging, and assist in creating other public communications related to road projects and department activities. Monitor the Road Department's Social Media channels and respond to messages and comments. Assist in preparing and distributing informational materials, such as flyers, newsletters, and online content, to keep the public informed about ongoing and upcoming road projects. Provide accurate and timely information to the public regarding road closures, construction schedules, detours, and other relevant updates. Work with Finance staff to maintain accurate records of customer interactions, service requests, and resolutions in the department’s software systems. Track and report on common questions and issues to help improve public communication and service delivery. Work closely with other department staff, including engineers, maintenance crews, and leadership, to ensure timely and efficient resolution of public inquiries and concerns. Provide general administrative support to the department as needed, including scheduling meetings, organizing files, and assisting with special projects. Other duties as assigned. Qualifications Associates degree in a related field or an equivalent combination of education and professional experience in a service-based role required Minimum of two years of customer service experience; government, transportation, or public service setting preferred Oral, written, and interpersonal communication skills Proficient in Microsoft Office (including word processing, spreadsheets, and email) Time management and organization skills Customer service and problem solving skills Ability to work independently and as part of a team Ability to balance competing demands for time and prioritize workload to meet strict deadlines Ability to work effectively with individuals and groups from a variety of identities, cultures, backgrounds, and ideologies with a commitment to equity and inclusion Supplemental Information Supervisory Responsibilities None Working Conditions Hybrid Work Classification: On-Site Normally Required; remote work as agreed to by supervisor Flexibility Classification: Flexible Schedule Eligible The position is based in an office environment; largely sedentary role with extensive computer work but may require occasional field visits to assess road conditions or attend public meetings. Interactions with a diverse customers may sometimes involve navigating sensitive situations or working with individuals under stress. Calhoun County's benefits package offers flexibility, choice, and value. It is an attractive component of our employees total compensation package. At Calhoun County, we know that good benefit plans are important to employees and their families. We're committed to providing employees with access to a wide range of information and tools so they can stay informed and make the most of their Calhoun County flexible benefit package. What benefits does Calhoun County offer its full time employees? Medical: Blue Cross/Blue Shield of Michigan with 3 Different Flexible Benefit Plan Options Dental: 100% Employer Paid through Delta Dental Vision: 100% Employer Paid through BCBSM Vision Services Plan (VSP) Employee Health & Wellness Center (Premise Health): Most Services 100% Employer Paid Life Insurance: 100% Employer Paid for Basic Life & AD&D Short Term Disability: 100% Employer Paid for 67% Wage Loss Benefits up to 26 Weeks Retirement: Employer 401(k) Match Program Up to 7% of Employee Contribution Employee Assistance Program (EAP): 100% Employer Paid Through Bronson HelpNet Click Here for 2024 BENEFIT INFORMATION AND FORMS Flexible Scheduling & Telecommuting Options Depending on Position & Department Paid Time Off: Start through fourth years – 168 Hours (4.2 weeks based on 40-hour work week) Fifth through ninth years – 208 Hours (5.2 weeks) Tenth through fourteenth years – 248 Hours (6.2 weeks) Fifteen and Subsequent years – 288 Hours (7.2 weeks) (amounts & distribution may vary slightly by union contract, policy, and/or defined work week) Paid Holidays: 14 Paid Holidays Throughout the Year Additional Voluntary Benefits: Term Life Insurance (above Employer Paid Plan) Critical Illness & Accident Insurance Long Term Disability Wage Loss Benefits Flexible Spending Accounts (FSA) Health Savings Accounts (HSA) Employee Wellness Program Perks Program (discounts at local merchants for being a County employee)