The City of Watertown seeks a Constituent Services Director to launch and lead the City’s 311 Service Center. Under the general administrative direction of the Deputy City Manager, this position will be responsible for the successful management of the 311 Service Center and for ensuring that residents are provided accurate, curious, and easy customer service.  

The Director will be responsible for managing the City’s work order management system; working closely with department heads to ensure the 311 Service Center has access to the most up-to-date information available and is meeting their needs; establishing and keeping updated a knowledge base and FAQs; establishing and maintaining systems for monitoring service requests and ensuring timely completion of work orders; establishing standards for communicating with constituents about their service requests and monitoring compliance with those standards; analyzing 311 data to share with the City Manager’s office, city staff, and the public through OpenGov dashboards and other mechanisms; providing customer service training to City Staff; and preparing the annual budget for the department.

Required Minimum Qualifications: High school degree; a minimum of 7 years of progressively responsible experience in a call center or high volume and complex customer service position, preferably in the public sector; or any equivalent combination of education, training, and experience which provides the required knowledge, skills, and abilities to perform the essential functions of the job.

Knowledge & Ability: Knowledge of call-center and/or work-order software systems and best practices in customer service standards and training. Understanding of municipal government operations. Ability to interact effectively and diplomatically with the public and city employees; to learn new software systems quickly; to analyze data; to supervise and evaluate the work of subordinate staff; to prepare, analyze, and administer budgets; and to prepare written and oral reports and maintain records. 

SALARY: $89,761 to $95,269 annually, plus excellent benefits

To Apply: Candidates must submit a resume and/or cover letter, email to recruiting@watertown-ma.gov, fax: 1-617-923-8195, to be considered. We encourage applicants to review our other opportunities at https://watertown-ma.gov/253/City-Employment-Opportunities

Application deadline: Open until filled.
 
AFFIRMATIVE ACTION/EQUAL OPPORTUNITY EMPLOYER