POSITION DESCRIPTION

Title: / Knowledgebase/Website Coordinator
Department: / Communications & Information Systems
Division: / Call Center
Job Analysis Date: / October 2007
Note: / Statements included in this description are intended to reflect in general the duties and responsibilities of this classification and are not to be interpreted as being all inclusive.

Relationships

Reports To: / Customer Relationship Manager
Subordinate Staff: / None
Internal Contacts: / Commissioners, Elected Officials, County Administrator, Department Heads, All Other County Staff
External Contacts: / General Public
Status: / Exempt/Classified

Job Summary

The knowledgebase/website coordinator is responsible for coordinating information for the call center’s Customer Relationship Management (CRM) knowledgebase in anticipation of the citizen’s need for accurate, timely information covering a wide variety of services, functions, and events within Baldwin County. This position will also monitor and update the County’s existing website to ensure that it addresses the needs of our citizens in a manner that is easy to navigate.

Job Domains

A. Knowledgebase

1.  Research collect and analyze data from various resources such as county departments, municipalities, state offices and other affiliated agencies that reside within Baldwin County.

2.  Script questions and answers for the knowledgebase .

3.  Develop workflows for service requests.

4.  Establish and maintain a good working relationship with all internal contacts to ensure their satisfaction with information provided about their departments.

5.  Coordinate requests for additional information from citizens and employees; follow up with departments on best way to include that information in the knowledgebase for future use.

6.  Direct requests to appropriate department for further action.

7.  Perform follow-up on a variety of requests or complaints from the public.

B. Website Coordination

  1. Monitor, update and improve performance of County website
  2. Ensure that the County website and the CRM knowledgebase are properly linked.
  3. Possess technical expertise to answer questions about and troubleshoot problems with the County website.
  4. Communicate citizen needs to each department and work with personnel in each department to address those needs on County website

C. Leadership and Training

  1. Assist in training new personnel on proper use of the knowledgebase.
  2. Assists in preparing training materials and supporting documentation for efficient Call Center operation as required.
  3. Coordinate with Departments and Agencies served to understand services being provided and develop or enhance the delivery of those services as assigned.

D. Miscellaneous

  1. Performs related routine clerical work.
  2. May prepare statistics, requests closed, requests open, and other reports as assigned.
  3. Will perform common technical operation tasks and will coordinate as required with appropriate CIS division.
  4. Other assigned tasks as required.

Knowledge and Skills

1.  Knowledge of public relations and communications principals.

2.  Ability to quickly convey concise and accurate information in a polite and friendly manner.

3.  Listening skills to accurately understand customer concerns and/or issues and verbal instructions.

4.  Ability to complete multiple tasks simultaneously.

5.  Knowledge of desktop computer systems and computer peripheral equipment..

6.  Thorough knowledge of the overall County Organization, Departmental and Agency missions & duties, County facts, etc. in order to provide a high level of customer service to those served.

7.  Thorough knowledge related to the customer services being provided by the Call Center

8.  Ability to perform related routine clerical work.

9.  Ability to establish and maintain effective working relationships with department heads, elected officials, other employees, vendors, and the general public.

10.  Ability to assist in training new CSRs.

11.  Good working knowledge of HTML, DHTML, and cascading style sheets (CSS)

12.  Thorough working knowledge of Content Management methodologies

13.  Good Knowledge of Internet HTTP server setup and administration

14.  Some Knowledge of Microsoft Office SharePoint 2007

Other Characteristics

1.  Should possess a Bachelor’s degree from a recognized college or university in Computer Science, Information Technology, Graphic Design, or a closely related field. Or a combination of education and experience equivalent to these requirements.

2.  Two years experience in a combination of communications, information technology, web development or related field. In addition at least one year of experience in government desired.

3.  Should have development with HTML, Visual Basic, C#, or Java

4.  Must be willing to travel and stay overnight as required.

5.  Must be willing to work nonstandard hours, including weekends and overtime.

6.  Must be willing to attend additional training, skills development, and other self improvement courses as deemed necessary by supervisor.

7.  Would be expected to be able to report to EOC during activation.

8.  Should possess required NIMS certifications for role they would fill in an EOC activation

Updated March 2007