Montgomery Parks Job Opening Advertisement

Title:  Principle Public Affairs & Marketing Specialist – 1609 (Position #14156)

Grade: E26 Date:  06/02/2021

Working Title: Public Information and Customer Service Manager

 

  • Are you all about people and communication in a diverse environment?
  • Are you creative and intuitive in your approach to interacting with customers and the public?
  • Do you enjoy using technology to seek out efficiencies?

 

If this sounds like you, The Montgomery County Department of Parks is the place you want to be!  We are currently seeking an experienced, motivated, highly organized, and professional Public Information and Customer Service (PICS) Manager to develop and implement strategic public information and customer service programs for the Department.  Facilitates accurate communication about issues and inquiries from the community that may be controversial and/or of high importance or visibility for the Parks Department.   Reports directly to the Division Chief for Public Affairs and Community Partnerships.

 

The Maryland-National Capital Park and Planning Commission (M-NCPPC) is a six-time National Recreational and Parks Association Gold Medal Award Winner. We have a career staff complement of nearly 800 employees, and we serve a diverse population of more than one million residents in the Washington, DC area.  We manage 424 parks on over 37,000 acres of parkland.  Go to our website to learn more:  https://www.montgomeryparks.org/

 

DIVERSITY STATEMENT: Montgomery County Department of Parks believes that diversity in all dimensions of the organization supports and bolsters the innovative thinking essential to its success. Montgomery County Parks does not make hiring decisions on the basis of race, ethnicity, national origin, gender, gender identity, sexual orientation, age, disability, religion, political affiliation, ideology, or status as a Veteran.

 

Please Note: The salary range listed above represents the earning potential for this position. Salary is commensurate with experience.

 

What the job will involve -

 

  • Acts as the Departmental Subject Matter Expert and coordinator for Public Information and Customer Services.
  • Researches, composes, edits and coordinates communications content from other SME’s to include in responses to high priority customer concerns and inquiries.
  • Regularly reports the status of high priority cases to Department Senior Management.
  • Collaborates with management staff on emerging Customer Service issues, concerns and reported cases, and develops innovative processes and solutions.
  • Complies with all Maryland Public Information Act request mandates and collaborates with Legal Staff to communicate and release responsive documentation.
  • Ensures Call Center phone lines remain staffed and continually endeavors to reduce caller wait time and on hold.  Seeks to expand call center hours of operation.
  • Maintains the Customer Service webpage to provide helpful and up-to-date information.
  • Maintains complete and accurate documentation for all activities and communications.
  • Maintains software used to document activities and information regarding Customer Service.
  • Performs a full range of Supervisory Human Resource Management activities within the PICS Unit for staff including training and assisting Customer Service staff in delivering exceptional customer service to all customers in a professional, accurate, relatable, and timely manner.
  • Uses electronic communication, including video, proficiently and readily to communicate vital information to all levels of the organization and customers.
  • Produces data reports on a variety of Customer Service issues and provides analysis and recommendations.
  • Develops proficiency in using information systems for training, information, and reporting.
  • Promotes diversity and equity in hiring, employment actions and services provided to customers.

 

Important Skills and Characteristics

  • Collaborative with a strong work ethic, strategic and situational awareness, excellent communication, creative thinking, and interpersonal skills.
  • Communicates and interacts effectively with all partners and customers. Proven ability to approach and interact with people of all backgrounds and the ability to think collaboratively with senior members of the organization.
  • Ability to build and maintain effective strategic partnerships with management staff.  Successful in fostering trust and credibility and implementing engagement strategies to support the PICS Unit goals, employee retention and job success.
  • Advanced knowledge and skill in applying the principles, methods, techniques and practices of effective Customer Service and Public Affairs.
  • Ability to work with highly confidential documents and data while ensuring discretion.  Proven organization, coordination, and workload management skills and abilities.  Superb written, verbal, and interpersonal communication skills.
  • Flexible hours may be needed as business needs indicate.

 

Preferred Qualifications

  • Ability to communicate in another language a plus!
  • Professional Certification in Public Affairs, Public Information, or Customer Service Management, or the ability to achieve certification.
  • Proficient in using a computers, other electronic devices, and up-to-date office software (MS Office), enterprise software and specialized software for planning, scheduling, communicating, word processing, collecting and reporting data, preparing presentations, researching, document control and performing other computer functions for data management and retrieval.

Minimum Qualifications

  1. A Bachelor’s Degree in Journalism, Public Relations, English, Political Science, Marketing, or other related field, and four (4) years of experience in Journalism, Marketing or Public Relations: OR
  2. An equivalent combination of education and experience may be substituted, which together total eight (8) years.
  3. A valid Driver’s License in accordance with both State and Commission rules and regulations.  Driver’s License must be unencumbered by restrictions, revocations, suspensions, or points that could limit the employee’s ability to drive Commission vehicles or perform driving duties required of their position.

 

Very competitive and flexible benefits programs available!

Get to know Montgomery Parks and the opportunities available:

https://www.montgomeryparks.org/about/divisions/

https://www.montgomeryparks.org/uploads/2018/02/PARKS-ORG-CHART-08-01-2019.pdf

 

 

Supplemental Questions

  1. Describe a situation where you were able to tackle a problem with a totally different approach than is normally used. What was the result?

2. Describe how you used new computer systems and/or software in your last role to facilitate efficiencies in your tasks.

3. Describe an occasion when you refused to bow to a customer’s pressure to bend the rules.