Customer Relationship Manager
Housing Opportunities Commission | |
United States, Maryland, Kensington | |
10400 Detrick Avenue (Show on map) | |
Jan 12, 2025 | |
Customer Relationship Manager: The Housing Opportunities Commission of Montgomery County (HOC) was established in 1974 to better respond to the County's need for affordable housing. HOC is authorized to acquire, own, lease, and operate housing; to provide for the construction or renovation of housing; obtain financial assistance from any public or private source to assist its housing activities; and arrange for social services, resident services, and daycare. Job Description: This is a first-line supervisory and administrative level professional for a Customer Contact Center responsible for the strategic planning and execution of all HOC Call Center operations. The purpose of the work is the day-to-day operations for the Call Center serving Housing Opportunities Commission (HOC) customers and the general public by planning and implementing strategies and operations; improving Customer Relationship Management (CRM) systems and processes, including knowledge base articles; and managing staff. The 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 knowledge base articles, coordinating work function assignments, and creating 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. Examples of Duties: This individual will be supporting the Sr. Customer Experience Manager and the Vice President of Public Affairs and Communications in implementing the agency's Customer Experience Strategy. Some of the duties and responsibilities associated with this position are as follows:
Minimum Qualifications: Education: Graduation from an accredited college or university with a bachelor's degree in social work, counseling or related field. Master's degree in social work preferred. Experience:
An equivalent combination of education and experience may be accepted. Low income residents in Montgomery County with the above qualifications are encouraged to apply. Knowledge, Skills, and Abilities:
* Salary Range: Grade 24- Min: $71,425 - Mid: $94,991 Max: $118,557 | Salary determined by departmental budget- Offer commensurate with experience HOC is an equal-opportunity employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex, race, color, age, national origin, religion, disability, genetic information, marital status, sexual orientation, gender identity, gender reassignment, citizenship, immigration status, protected veteran status, or any other basis prohibited under applicable federal, state or local law. HOC promotes a drug-free workplace. HOC conducts criminal background checks, employment reference checks, and where applicable, reviews driving records in determining suitability for employment. Selected applicants will be required to submit to pre-employment drug and alcohol screening. Employment is contingent upon drug and alcohol test results. |