Multichannel Public Service Coordinator

Effingham County Board of Commissioners•Springfield, GA

About The Position

Serves as a centralized public-service coordinator for County residents, businesses, visitors, and other customers. Receives, triages, routes, and tracks service requests across approved communication channels, applying established County protocols and independent judgment within assigned authority. Connects customers with the appropriate department, explains routine County processes, de-escalates difficult interactions, and supports 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. The role has no supervisory responsibilities. It may involve coordinating service requests, workflows, or cross-department follow-up and providing procedural guidance to other employees without personnel authority. Employment is contingent upon successful completion of County-required background screening. The position is at will and this description is not an employment contract. The full-time, nonexempt schedule is 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. 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 involve 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. Effingham County will provide reasonable accommodations to qualified individuals with disabilities to enable performance of essential functions, consistent with applicable law.

Requirements

High school diploma or GED.
Two years of progressively responsible experience in high-volume customer service, contact-center operations, dispatch, service coordination, public service, or a closely related function.
Experience demonstrating the ability to handle multiple simultaneous requests, route or resolve customer issues, and maintain accurate service or case records.
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 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 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.
Successful completion of County-required background screening.
An equivalent combination of education, training, and experience providing the required capabilities may be considered, subject to Human Resource Services review.

Nice To Haves

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.

Responsibilities

Receive, document, and respond to public inquiries and service requests by telephone and other approved communication channels; verify key information and create or update service records.
Triage and route inquiries to the appropriate County department or service area using approved protocols, escalating requests based on urgency, complexity, safety concerns, or established service criteria.
Explain routine County processes, service requirements, contact pathways, and publicly available information, and route determinations reserved to responsible departments to those departments.
Coordinate with County departments to support timely follow-up, track open service requests, and communicate available status information to customers within established procedures.
De-escalate difficult public interactions and promptly escalate threats, emergencies, or matters outside assigned authority to the appropriate supervisor, department, or public-safety resource.
Maintain and update internal service directories, contact trees, routing protocols, knowledge-base content, frequently asked questions, and other approved reference materials.
Review service-request patterns, contact types, recurring questions, response trends, and public knowledge gaps; communicate emerging operational or communication issues to the Customer Support Manager.
Support service audits, response-time monitoring, workflow review, and public-service reporting; recommend practical process or knowledge-base improvements based on observed service data.
Protect confidential, sensitive, and restricted information and handle records and communications in accordance with County policy and applicable records requirements.
Support adjusted service coverage, emergency communications coordination, or high-impact public events when assigned.
Perform other related duties consistent with the position's purpose, classification, County policy, and applicable wage-and-hour requirements.