Human Services Customer Service Coordinator

Pinellas County Government; Saint Petersburg (FL); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

FRS retirement options

Deferred compensation programs

Wellness centers

Job summary

Pinellas County Government in Saint Petersburg, FL is seeking an experienced Community Outreach/Customer Service Coordinator to manage high-level public inquiries and referrals. The role involves serving as a liaison between the department and the community, handling complex customer service issues, and maintaining detailed records.

The ideal candidate will have social service experience and be able to work independently within established policies, with duties including reporting, grant

Qualifications

• Experience in social casework or related human service field is required.
• Degree in social work, psychology, sociology, or a related field is required.

Responsibilities

• Act as liaison with other community agencies involving initiatives the department is working on.
• Research and resolve client complaints and customer service issues; serve as the department point of contact for special referrals that cannot be resolved by the usual means; ensure all special referrals are addressed in a timely manner, when appropriate enters findings into the County Assignment Tracking System (CATS).
• Identify deficiencies in operations, business processes and customer service issues and makes recommendations for service enhancement and changes to policies and procedures.
• Prepare reports on work performed by unit and maintains accurate records on customer service issues received and disposition of each referral.
• Complete required reports and submits requests for reimbursements for grant funded programs.
• Perform related work as assigned or required.

Skills

Customer service coordination

Public liaison

Education

Eight years of experience in social casework or related human service field

Associate’s degree in social work, psychology, sociology, or related field

Bachelor’s degree in social work, psychology, sociology, or related field

Master’s degree with two years’ experience

Equivalent combination of education, training and/or experience

Job description

Human Services Customer Service Coordinator

Location: 647 1st Ave North, St. Petersburg, FL

We have a great opportunity for an experienced Community Outreach/Customer Service Coordinator who thrives in a fast-paced environment!

This is a professional office/field social work position. Work includes high level problem solving of customer complaints and client related referrals from the public, county administration and other departments. The position proactively serves as liaison between the department and community and includes a high degree of public contact. Work is performed with considerable independence within established policies and work procedures. The position reports to a senior management official, division director, or designee.

What Would You Do?

• Act as the liaison with other community agencies involving initiatives the department is working on.
• Research and resolve client complaints and customer service issues; serve as the department point of contact for special referrals that cannot be resolved by the usual means; ensure all special referrals are addressed in a timely manner, when appropriate enters findings into the County Assignment Tracking System (CATS).
• Identify deficiencies in operations, business processes and customer service issues and makes recommendations for service enhancement and changes to policies and procedures.
• Prepare reports on work performed by unit and maintains accurate records on customer service issues received and disposition of each referral.
• Complete required reports and submits requests for reimbursements for grant funded programs.
• Perform related work as assigned or required.

What Do You Need To Have?

Experience: technical and professional experience in social casework or a related human service field

Education: degree in social work, psychology, sociology, or a related field

• Eight (8) years experience as described above; or,
• Associate’s degree as described above, and six (6) years’ experience as described above; or,
• Bachelor’s degree as described above, and four (4) years’ experience as described above; or,
• Master’s degree and two (2) years’ experience as described above; or,
• An equivalent combination of education, training and/or experience.

Additional Requirements:

• Florida Driver’s License or Florida Commercial Driver’s License and endorsement, if any.
• Assignment to work a variety of work schedules including compulsory work periods in special, emergency, and/or disaster situations.
• May be assigned work in the department’s offices and various locations in the community.
• Remote Work Policy: This position requires employees to live within a 60-mile radius of Pinellas County and maintain the ability to report to the assigned worksite as needed. If you relocate outside the required 60-mile radius, you must receive advance approval from the County Administrator. Failure to meet this requirement may affect your continued eligibility for the position.

Our benefits rank among the top in the area!

• Looking for a strong retirement? We have you covered as members of the Florida Retirement System (FRS) with investment and pension options.
• We have deferred compensation programs and wellness centers to name a few perks. Check out these and more!

Please review the full classification description with the Physical/Mental Demands, Working Conditions, and Knowledge, Skills, and abilities at the below link.

Community Outreach & Customer Service Coordinator