Customer Relationship Manager

Kensington, Maryland
May 22, 2019
Sep 01, 2019
Full Time
This is a first-line supervisory and administrative level professional for a Unified Customer Contact Center responsible for the strategic planning and execution of all HOC Call Center operations. The purpose of the information technology (IT) work is the day to day operations for the call center serving HOC customers and the general public by planning and implementing strategies and operations; improving Customer Relationship Management (CRM) systems and processes, including knowledgebase articles; and managing staff. Primary objective is to ensure the continuous improvement of the HOC customer experience. Emphasis is on CRM system operations, customer service, quality management, workforce planning, recruiting, coaching and training.

With respect to the day-to-day operations of the Call Center, this position is responsible for the supervision of staff, establishing and maintaining work standards, developing service level agreements, producing and updating knowledgebase articles, coordinating work function assignments and work plans. Must be able to coordinate with other functions across the agency, as well as other county agencies as may be necessary. The individual will provide technical advice, recommendations and assessment of various programs within the Call Center.

Preferred Skills:
  • Requires minimum of Bachelor's degree is Social Science or related field.
  • Requires minimum six years' experience in CRM systems directly related to the assignment of the position or housing program delivery.
  • Must have two years of supervisory experience including working with union personnel.
  • Must have knowledge of public housing program regulations.
  • Must have interviewing and counseling skills.
  • Must be detail oriented and have good interpersonal, customer service and organizational skills.
  • Must be able to prioritize assignments to meet deadlines and be dependable and detail oriented.
  • Must have great written and oral communication skills.
  • Must have strong computer skills and the ability to learn new technologies /web-based systems quickly
  • Microsoft Word and Excel experience required.

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