Multichannel Public Service Coordinator

Effingham County Board of Commissioners; Springfield (GA); On-site; USD 38,000 - 56,000; Full time

Job summary

Effingham County Board of Commissioners is seeking a customer-service coordinator to receive, triage, route, and track public service requests across approved channels. You will apply county protocols, explain routine processes, and connect residents with the right department for timely resolution.

The role demands two years in high-volume customer service, strong communication, and the ability to de-escalate difficult interactions. Experience with CRM, service-ticketing, and MS 365 is preferred.

Qualifications

• Experience in high-volume public-service or call-center roles.
• Ability to triage, route, and document inquiries clearly.
• Strong written and verbal communication with the public.
• Ability to de-escalate difficult interactions and maintain neutrality.
• Familiarity with CRM, ticketing systems, and MS 365.

Responsibilities

• Receives, documents, and responds to public inquiries and service requests via phone and other channels.
• Triages and routes inquiries to the appropriate county department.
• Explains routine county processes and directs to correct resources.
• Coordinates follow-up with departments and tracks status.
• Protects confidential information and adheres to records requirements.
• Supports audits, response-time monitoring, and knowledge-base updates.
• Performs other duties as assigned.

Skills

High-volume service

Communication

De-escalation

Routing

Documentation

Education

High school diploma or GED

Tools

CRM

Service-ticketing

MS 365

Workflow software

Job description

Serves as a centralized public-service coordinator for County residents, businesses, visitors, and other customers by receiving, triaging, routing, and tracking service requests across approved communication channels. Applies established County protocols and independent judgment within assigned authority to connect customers with the appropriate department, explain routine County processes, de-escalate difficult interactions, and support timely resolution. Maintains service directories and knowledge resources, monitors request patterns and response trends, and identifies opportunities to improve public-facing information and service delivery. The position does not make final policy, legal, regulatory, eligibility, or enforcement determinations reserved to the responsible department or authorized official.

Essential Functions

• Receives, documents, and responds to public inquiries and service requests through telephone and other approved communication channels; verifies key information and creates or updates service records as required.
• Triages and routes inquiries to the appropriate County department or service area using approved protocols, escalating requests based on urgency, complexity, safety concerns, or established service criteria.
• Explains routine County processes, service requirements, contact pathways, and publicly available information in clear, practical language while routing legal, regulatory, technical, eligibility, enforcement, or policy determinations to the responsible department.
• Coordinates with County departments to support timely follow-up, track the status of open service requests, and communicate available status information to customers within established procedures.
• Provides situational de-escalation and issue-resolution support during difficult public interactions and promptly escalates threats, emergencies, or matters outside assigned authority to the appropriate supervisor, department, or public-safety resource.
• Maintains and updates internal service directories, contact trees, routing protocols, knowledge-base content, frequently asked questions, and other approved reference materials used to support consistent public service.
• Reviews service-request patterns, contact types, recurring questions, response trends, and public knowledge gaps and communicates emerging operational or communication issues to the Customer Support Manager.
• Supports service audits, response-time monitoring, workflow review, and public-service reporting and recommends practical process or knowledge-base improvements based on observed service data.
• Protects confidential, sensitive, and restricted information and handles records and communications in accordance with County policy and applicable records requirements.

Additional Responsibilities

• Supports adjusted service coverage, emergency communications coordination, or high-impact public events when assigned within the scope of the position.
• Performs other related duties consistent with the position's purpose, classification, County policy, and applicable wage-and-hour requirements.

Supervisory Responsibilities

This position has no supervisory responsibilities. The employee may coordinate service requests, workflows, or cross-department follow-up and may provide procedural guidance to other employees without exercising personnel authority.

Knowledge, Skills, and Abilities

• Knowledge of high-volume customer-service, contact-center, service-coordination, and request-triage practices appropriate to a public-service environment.
• Ability to learn and accurately apply County service pathways, departmental responsibilities, routing protocols, public-facing procedures, and approved information resources.
• Ability to communicate clearly and professionally by telephone, in writing, and through approved digital channels and to translate complex processes into concise, understandable guidance.
• Ability to de-escalate difficult interactions, maintain neutrality, identify when escalation is required, and communicate effectively with frustrated, confused, or distressed customers.
• Ability to manage multiple simultaneous requests, prioritize competing inputs, maintain accurate service records, and meet response and follow-up expectations in a deadline-driven environment.
• Ability to use customer-relationship-management, service-ticketing, workflow, telecommunications, Microsoft 365, and related office or communication systems accurately and securely.
• Ability to review service data and trends, identify recurring issues or knowledge gaps, maintain useful reference content, and recommend process improvements within assigned authority.
• Ability to protect confidential and sensitive information and exercise sound judgment regarding access, disclosure, escalation, and documentation.

Education

High school diploma or GED.

Experience

Two (2) years of progressively responsible experience in high-volume customer service, contact-center operations, dispatch, service coordination, public service, or a closely related function. Experience should demonstrate responsibility for handling multiple simultaneous requests, routing or resolving customer issues, and maintaining accurate service or case records.

Equivalent Combination

An equivalent combination of education, training, and experience that provides the required customer-service, communication, service-coordination, technology, and judgment capabilities may be considered, subject to Human Resource Services review.

Preferred Qualifications

• Experience in local government, public-sector customer service, 311-style service delivery, or another multi-department public-service environment.
• Experience using customer-relationship-management, service-ticketing, case-management, workflow, or knowledge-base software.
• Experience monitoring service metrics, response times, customer-contact trends, or workflow performance.

Required Licenses and Certifications

Credential

Required By

Maintenance Requirement

None identified

Not applicable

Not applicable

Employment is contingent upon successful completion of County-required background screening.

Work Schedule and Availability

Full-time nonexempt schedule established to support County public-service operations. Staffing coverage, service demands, emergencies, major public events, special projects, or other operational needs may occasionally require adjusted hours or work outside the regular schedule. All hours worked, including required after-hours communications or approved remote work, must be accurately recorded and compensated in accordance with County policy and applicable law.

Physical and Environmental Requirements

Requirement

Frequency

Job-Related Context

Sit or stand and use a computer, telephone, headset, and standard office equipment

Frequently; for extended periods

Receives and documents service requests, uses CRM or workflow systems, communicates with customers and departments, and maintains reference information.

Read and compare detailed printed and electronic information

Frequently

Reviews service records, knowledge-base content, routing protocols, contact information, messages, and service-status information.

Communicate orally and in writing

Frequently

Provides public-facing customer service, de-escalates difficult interactions, explains approved processes, documents requests, and coordinates with County departments.

Lift or carry routine office supplies, records, or materials up to 15 pounds

Occasionally

Moves routine office supplies, reference materials, records, or equipment associated with public-service operations.

Work is primarily performed in a climate-controlled office or customer-service environment with extensive telephone, computer, electronic-communication, and public-contact activity. The position may experience high contact volumes, frequent interruptions, competing service requests, urgent customer concerns, and interactions with frustrated or emotionally charged individuals. Temporary schedule adjustments or alternate service arrangements may be required during emergencies, high-impact public events, or significant County service disruptions.

Disclaimer

Effingham County will provide reasonable accommodations to qualified individuals with disabilities to enable performance of the essential functions of the position, consistent with applicable law. This job description summarizes the position's primary duties and requirements. It is not an exhaustive list of every task, responsibility, or qualification. Duties may be modified or assigned based on operational needs, subject to applicable law and County policy.

Employment Relationship

This job description is intended to describe the general nature and level of work performed by the employee assigned to this position. It is not an employment contract and does not create a guarantee of employment for any specific duration. Employment with Effingham County is at will and may be terminated by either the employee or the County at any time, with or without cause or notice, subject to applicable federal or state law, County ordinances, personnel policies, and any other legally binding employment protections.