DDOT seeks Customer Service Communications Specialist - $49k to $63k

This position is located in the District Department of Transportation (DDOT), Office of the Chief Performance Officer. Customer Service Clearinghouse Division. The mission of the Department is to help improve the quality of life and economic competitiveness for District residents through managing and maintaining its transportation infrastructure, and insuring safe, efficient movement of people, goods and information along the public rights-of-way.

This position plays an integral role in achieving this mission through strict attention to service request maintenance, on-time delivery, and resolution.

Duties and Responsibilities

The successful applicant will provide relevant information to the public relative to several areas of importance to the agency’s functions, including safety and operations, curbside management, traffic signal and electrical management.  The incumbent will be responsible for evaluating the nature of each inquiry and providing information that is appropriate to the unique circumstances of each individual requesting assistance.  This includes providing technical assistance by directing the caller to take certain measures to assist with their problem or suggesting alternatives to resolve the problem.

The successful applicant will analyze data gathered from the callers ascertaining whether or not urgent action is required. This includes taking corrective action when necessary to solve a different type of situations; it will also include providing information on related federal, State, and local laws and regulations related to the situation.

Qualifications and Education

Applicants must have at least one year of specialized experience equivalent to the next lower grade level or its non-District equivalent, gained in the private or public sector.  Specialized experience is work that has equipped the applicant with the particular knowledge, skills, and abilities to successfully perform the duties of the position. Examples of specialized experience include: application of departmental policies, practices and procedures as they relate to service request delivery and on-time performance; transportation management practices, theory, techniques, methodology and the ability to apply to customer service activities; superior skill in oral and written communication, tact and diplomacy in meeting and dealing with individuals and groups; excellent knowledge of Cityworks, Salesforce, IQ and ProTrack Plus for the purpose, manipulation, and presentation of service-delivery data; analyze facts, draws conclusions, and resolve transportation-related service request problems; utilizing patience and good judgment in interacting with potentially hostile internal and external customers and the general public.