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Complaint Specialist
 
JOB CODE:109253
 
PAY GRADE:1160
 
SALARY RANGE:$30,079 - $41,636
 
LOCATION OF WORK
Department of Public Works
 
GENERAL DESCRIPTION
Under the direction of a higher classification, performs advanced level clerical and administrative support work of a complex nature. Work involves a variety of clerical and administrative support duties designed to assist the Department of Public Works in complaint resolution. Incumbents in this classification exercise independent judgment in accordance with established policies, rules and regulations, and may supervise subordinate clerical personnel. Employees of this classification are required to work in the Department of Public Works. Work is reviewed through conferences and results obtained. Performs other work as requested.
 
ESSENTIAL WORK TASKS
Consults and coordinates with Council Members, other departments and Public Works divisions to ensure resolution of complaints received and completion of major operational projects performed by Public Works personnel. Prepares, controls and monitors the division's budget; provides fiscal control over expenditure requests. Consults with the Parish Attorney's office to ensure proper legal procedures are followed in billing owners for work performed on private property with Public Works employees and resources (includes lot clearing and mowing, demolition of structures and other related work). Maintains personnel and payroll records; reviews various reports such as complaint summaries, service requests and schedules relating to complaint resolution. Performs detailed research; composes correspondence and other materials; creates charts, tables, graphs and spreadsheets to complete complex reports; maintains databases. Performs special projects.
 
KNOWLEDGE, SKILLS, AND ABILITIES
Knowledge of the functions and operations of the Department of Public Works. Knowledge of The Plan of Government, City-Parish Code of Ordinances, and City-Parish Resolutions. Knowledge of business English, spelling, and arithmetic. Knowledge of modern office practices, procedures, equipment and clerical techniques.
Skill in the use of modern office equipment such as the telephone, calculator, copier, personal computer or terminal and related peripherals. Skill in the use of the Hansen System. Ability to express ideas, clearly and concisely, orally and in writing. Ability to gain confidence and maintain working relationships with various groups or individuals. Ability to positively and diplomatically deal with customers, whether they are in a pleasant or angry mood, helping them resolve their problem. Ability to apply good work habits such as punctuality, reliability, preciseness, and dependability in order to effectively complete assigned tasks and contribute to the smooth operation of the department and division.
 
MINIMUM REQUIREMENTS
EDUCATIONAL AND EXPERIENCE
High school diploma, GED, or equivalent certificate of competency, supplemented by courses in business education, and five years experience in a variety of responsible clerical duties, including one year experience in complaint resolution.
 
SUBSTITUTIONS
Any equivalent combination of education and experience.
 
CERTIFICATIONS/LICENSES
None.
 
OTHER JOB ASPECTS
Position(s) may require passing a typing (45 words per minute), word processing, spreadsheet and/or other computer skill test(s).
 
NOTE:
The work examples described in this specification are intended only as an illustration of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from job performance requirements if the work is similar, related or a logical assignment to the job.