This posting closes at 5:00pm on the close date.
An assessment will be administered during the interview process.
The Constituent Services Specialist serves on the front lines of Doña Ana County’s constituent services team and reports to the Community and Constituent Services Manager. This position assists with all interaction (electronic, written, telephonic, and in-person) between the Community and Constituent Services (CCS) Office, county personnel, the citizens of Doña Ana County, government officials, and other external stakeholders.
Assists with all systems, processes, material, and events to strategically engage citizens, solicit public feedback, and appropriately respond in a timely, concise, and accurate way to the needs of constituents who contact the county.
Edit written material for accuracy, format, and arrangement of material using a business style of communication.
Receives, researches, and responds verbally or in writing to incoming questions or complaints; provides information, explains county policy, ordinances, and procedures, and/or facilitates a resolution.
Arrange meetings between Community and Constituent Services Office, county personnel, and external agencies to address a constituent complaint when needed.
Creates and maintains electronic and hardcopy files for record keeping; ensures that files are kept orderly and current. Sorts, labels, files and retrieves documents, or other materials.
Handle telephone inquiries, internal and external referrals, data entry, correspondence, and fulfillment.
Ability to remain calm under pressure, diffuse an emotional situation and find constructive solutions.
Generate reports regarding constituent service activities.
Participate in training on new systems, software, and procedures on an as-needed basis.
Participate in CCS Office and other county departments’ community outreach events and meetings when needed, which may require operating a county vehicle.
May be required to work weekends and evenings as assigned.
Assist the Community and Constituent Services Manager in responding to constituents.
ADDITIONAL DUTIES. Performs other related duties as assigned.
Education: Associate degree in political science, Human Services, Communications, Public Administration, or related field. Bachelor’s degree is preferred.
Experience. Two (2) years’ related experience. Experience working in a government office is preferred. Bilingual (English/Spanish) is preferred.
Education/Experience substitution. In accordance with County policy.
Licenses/Certifications. Must possess a valid driver’s license and maintain a satisfactory driving record in accordance with County policy.
Other (e.g., post-offer medical exam, polygraph, background check, driver’s license record, etc.). Must pass a background check and driver’s license record check.
KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED BY THE POSITION
Must have knowledge of: Confidentiality, time management, have strong command of the English language including spelling, grammar and punctation. Exceptional organizational and critical thinking skills. Writing professional correspondence, maintaining records (hard copy and electronic), and communicating with all sectors of government and the public. A demonstrated understanding of the ethnicity, language, socioeconomic status, and life experiences of populations in the County. Additionally, knowledge and understanding of constituent services work and/or the functions of government are preferable.
Must have skills to: Operate general office and computer equipment and use software including Microsoft Office products (including Word, Excel), Intranet Quorum (IQ), Workday, to name a few; maintain timely, accurate and updated record keeping for casework. Establish and maintain effective and cooperative professional working relationships with others.
Must have ability to: Effectively and accurately communicate verbally and in writing in both English and Spanish; work independently and as a team member; handle fast-paced, demanding, and stressful environments; be a self-starter, punctual, reliable, consistent, proactive, professional, respectful and creative; utilize referral networks for non-county matters, maintain confidentiality, deescalate situations, motivate people to participate in the governmental process and/or tap into county government services, ability to deal with constructive criticism and conflicting viewpoints.
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