Customer Service Coordinator

Cook County • Chicago, IL

2d • Onsite

About The Position

Serves as the initial point of contact for and provides polite and helpful customer service to all visitors and the general public. Responsible for overseeing the overall daily operations of external posts and/or divisional lobby areas. As a member of our team your mission is to offer excellent customer support and knowledge to help our customer needs. Shares skills, knowledge, and expertise to effectively train and supervise Cook County Sheriff’s Office (CCSO) staff and/or interns. Performs a variety of duties that support and improve the overall operation and experience of visitors to the Cook County Department of Corrections (CCDOC), including, but not limited to, demonstrating a high level of customer service at all times, ensuring positive and helpful encounters with the public and staff, helping improve the customer service abilities of all CCDOC staff that encounter visitors and the general public, solving problems that visitors encounter, connecting visitors to services and resources where possible, and processing visitor applications from beginning to end. We go beyond the answering questions and problem solving to make our experience memorable. Ensure all child friendly areas are clean, restocked and inspected daily. Assists in the development of policies and procedures that promote the goals of the Customer Service Department. If you share our passion for superior customer service and have what it takes to make each customer experience rewarding, then the Cook County Sheriff’s Office is the organization for you.

Requirements

• Possession of a high school diploma or General Education Development (G.E.D.) test certificate.
• Excellent verbal and written communication skills.
• A minimum of two (2) years of professional experience as a customer service representative, or working within, retail, sales, social work or related fields, experience must be obtained within the last two (2) years.
• Ability to travel quickly to different locations around the CCDOC compound during a shift.
• Typing skills (25 w.p.m. with 95%25 accuracy) and familiarity with computer keyboards and data inputting, clearly legible handwriting, and proficiency in writing, spelling, grammar, and punctuation.
• Required to be capable of working any shift assigned, including days, afternoons or midnights; must be capable of working Holidays and weekends.
• Intermediate Proficiency in Microsoft Office (Word, Excel, Outlook, etc.).

Nice To Haves

• Graduation from an accredited college or university with a bachelor’s or higher degree.
• Bilingual verbal communication skills.
• Advanced Proficiency in Microsoft Office (Word, Excel, Outlook, etc.).

Responsibilities

• Greet customers in a professional manner.
• Identify customer needs.
• Greet and assist the general public and visitors to the Cook County Department of Corrections at assigned entrance(s).
• Responsible for overseeing the overall daily operations of external posts and/or divisional lobby areas.
• Create an exceptional customer service experience by bringing your polished communications, patience and empathy for the visitors and the general public.
• Serve as a resource to visitors to answer questions regarding visitation applications and schedules.
• Relay information on Individual in Custody (IIC) housing locations, guidance on how to set up an IIC phone account, how to add money to a IIC’s IIC Trust Fund - including using the lobby kiosks, courthouse locations and hours and any other concerns or complaints that may arise.
• Work collaboratively with sworn members to assist the public and improve customer service.
• Receive incoming calls regarding IIC status and general information; answers questions received from the public, in a courteous and professional manner; provides callers with information related to IIC visitation, how to apply for visiting privileges, the status of the application and/or how to bond out a IIC; maintains a high level of customer service in accordance with contact point standards.
• Handle a wide variety of administrative situations within the department requiring discretion and confidentiality.
• Oversees the operations of various interactive clerical and secretarial support units; functions as a key facilitator to ensure that critical administrative support is forthcoming in a timely and efficient manner.
• Conduct surveys and audits at CCDOC entrances to gauge the customer service experience and solicit ideas for improvement.
• Distribute and/or recommend customer service surveys.
• Provide accurate and timely feedback daily regarding visitor experiences to the department supervisor.
• Maintain a high level of cultural competency in public interactions, including navigation of English as a second language and age-specific needs and services, including both children and senior populations.
• Ensure all Child Friendly Areas are clean, restocked and inspected daily.
• Any items needed and/or deficiencies in these areas are to be rectified by the Customer Service Supervisor in a timely fashion.
• Demonstrate a willingness and ability to share skills, knowledge, and expertise to act as a positive role model to effectively train and supervise CCSO staff and/or interns.
• Provide feedback to upper management to assist in the development of policies and procedures that promote department goals.
• In the supervisor’s absence, ensure that requests for action and/or information are relayed to the appropriate staff member; as needed, interpret requests and helps implement action; ensure information is furnished in a timely manner; determine when a supervisor is to be notified of important or urgent matters.
• Perform additional duties as assigned.

Benefits

• Health Insurance Program – Health insurance coverage includes medical, dental and vision care and is available for an employee and his/her eligible dependents.
• Holidays – Thirteen (13) Holidays are granted in each Fiscal Year
• Sick Leave – Granted sick leave is earned and accrued at the rate of one (1) day for each month of service and may be accumulated up to one hundred and seventy-five (175) working days.
• Vacation Leave – Granted Vacation leave is earned and accrued, with employees having the opportunity to accrue fifteen (15) days within the Fiscal Year; Vacation leave accruals increase based on an employee’s anniversary date of employment.
• Life Insurance – Basic term life insurance, equal to one (1) time the employee’s annual salary, is offered to every employee at no cost and the employee may elect to purchase supplemental coverage.
• Pension Plan – Employees contribute into the Cook County Pension Fund and earn a prescribed percentage for each year of service; employees may be eligible for an annual annuity after ten (10) years of service and upon reaching a certain age based on when the employee started employment.
• Deferred Compensation Program – Employees may elect to enroll in a deferred compensation plan, a tax deferred plan which may be used as a supplemental retirement option.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED