Customer Engagement Specialist

Job Description:

Customer Engagement Specialist

Description

Job Location: The office for this position is located at the Harry S Truman State Office Building, 301 West High Street, Jefferson City, MO 65101.

The Office of Administration (OA) is committed to providing “Excellent customer service, every time.” This vision statement is the center of everything we do in OA. The Customer Engagement Specialist is a key driver and strategic business partner for OA’s customer service experience. We’re looking for an enthusiastic, dedicated, outgoing person with demonstrated experience cultivating and managing authentic, positive relationships through individualized engagement and proactive problem-solving involving complex needs, acting as a key point of contact, overseeing our customers’ overall experience to ensure we are supporting them in efficient and effective ways to help them achieve their missions. In this OA CARES role, you will support Missouri State agencies in addition to internal OA divisions and programs.

The salary indicated represents a base pay rate. If the individual selected or the position is eligible for a pay differential (e.g., shift, security, or years of service), it will be added to the total compensation in your paycheck. A pay differential does not raise your base pay.

• Meet with all State agencies and internal partners monthly, bi-monthly, or on a quarterly basis to understand their customer service needs and assist in resolution of challenges.
• Look for opportunities for OA to continuously improve using operational excellence tools and techniques, in partnership with OA and Statewide Operational Excellence leaders.
• Lead OA CARES efforts to recognize team members with customer service awards.
• Drive customer service projects by collaborating across division lines to resolve obstacles identified by our customers.
• Work with agency leadership and stakeholders to document or develop project scope, goals, and deliverables, including project dependencies, project plans, budget proposals, communications plan, project scope, project timeline, and milestones.
• Serve as one of the OA Customer Experience (CX) Champions for the Statewide ShareMO Program, which includes working with internal partners to develop customer service surveys to drive data-driven decision-making and collaboration with other agency CX Champions and ShareMO program leaders.

• At least six years of professional level experience working in a central administrative office providing services to large, complex organizations with diverse missions.
• At least three years of experience managing projects.
• Ability to maintain professionalism in the face of criticism to foster continued open communications with all partner agencies.
• Bachelor’s degree from an accredited college or university.
• Experience interacting and presenting to executive leadership.
• Excellent interpersonal and customer service skills.
• Excellent organizational skills and attention to detail.
• Excellent verbal and written communication skills.
• Strong analytical and problem-solving skills.
• Knowledge of, and experience in, project management and project management tools.
• Ability to lead project across divisions and diverse teams.
• Knowledge of strategic planning.
• Experience in process improvement techniques.
• Lean Six Sigma Green Belt certification

Preferred Qualifications:

• Project Management Professional (PMP) Certification or other project management certification(s)

Lack of post-secondary education will not be used as the sole basis denying consideration to any applicant.

Successful background check results are required for employment in this position. This may include background checks involving a candidate's name and/or fingerprints and other screenings as needed for the specific position.

Authorization to work in the United States is a prerequisite of employment. The Office of Administration will not sponsor applicants for work visas.

The State of Missouri offers an excellent benefits package that includes a defined pension plan, generous amounts of leave and holiday time, and eligibility for health insurance coverage. Your total compensation is more than the dollars you receive in your paycheck. To help demonstrate the value of working for the State of Missouri, we have created an interactive Total Compensation Calculator. This tool provides a comprehensive view of benefits and more that are offered to prospective employees. The Total Compensation Calculator and other applicant resources can be found here .

OARecruiters@oa.mo.gov

Salary:

$65,000.00-$70,000.00 per Year