Constituent Services Liaison, Operations Assistant III (NCS) - Mayor's Office Of Correspondence And Constituent Services

Constituent Services Liaison

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Job Summary

Mayor's Office of Correspondence and Constituent Services Constituent Services Liaison. The Mayor's Office of Correspondence and Constituent Services (MOCCS) is seeking a motivated, energetic individual with excellent customer service and communication skills. The qualified candidate will be able to perform well in a fast-paced environment, manage multiple tasks, and be responsive to the needs of the constituents we serve. MOCCS is made up of two units – the Constituent Services Unit (CSU) and the Correspondence Unit (CU). The Constituent Services Unit's mission is to ensure timely responses to requests for services and information received from constituents via telephone or in-person. The Correspondence Unit handles an incredible volume of emails and written correspondence, as well as requests for ceremonial documents.

The Constituent Services Liaison is responsible for providing exceptional customer service assistance to constituents by processing and managing all requests for city services or agency follow-up. This position reports to the Lead Constituent Services Liaison.

Essential Functions

• Act as a liaison between constituents and various city agencies on behalf of the Mayor to satisfy requests/inquiries.
• Respond to constituent requests and inquiries via email collaboration with all City agencies and Quasi-agencies.
• Manage and input constituent information into the Constituent Unit database.
• Gather and disseminate crucial mayoral updates and information.
• Perform related work as required.
• Prepare and report all call data.
• Provide daily trends and updates to leadership.

Position Qualifications

Minimum Qualifications

Education: Bachelor's degree is preferred.

AND Experience: Have two years' experience. Salary commensurate with experience.

OR Equivalency Notes: Have an equivalent combination of education and experience.

Knowledge, Skills, and Abilities

• Professional writing etiquette and protocols.
• Knowledge of the local, state and federal government structure and responsibilities.
• Establishing relationships with offices of elected officials, city government agencies, non-profits and constituents.
• Knowledge of Baltimore City history and culture, the metropolitan area and services within the Baltimore City jurisdiction.
• Ability to communicate with diverse groups of people.
• Strong communication skills using standard business formats.
• Strong leadership skills.
• Strong organization and time management skills.
• Knowledge of Microsoft applications: Word, Excel & Outlook.

Additional Information

Background Check

Eligible candidates under final consideration for appointment to positions identified as positions of trust will be required to complete authorization for a Criminal Background Check and/or Fingerprint screening, and must be successfully completed.

Probation

All persons, including current City employees, selected for this position must complete a 6-month mandatory probation.

Baltimore City Government is an Equal Employment Opportunity Employer, and we are committed to a workplace that values diversity, equity, and inclusion. The City of Baltimore prohibits discrimination on the basis of race, color, religion, age, sex, ancestry, creed, national origin, disability status, genetics, marital status, military service, sexual orientation, gender identity/expression, or any other characteristic protected by federal, state, or local laws. Applicants requiring accommodation during the hiring process should contact the Department of Human Resources directly. Requests for accommodation should not be attached to the application.

BALTIMORE CITY IS AN EQUAL OPPORTUNITY EMPLOYER