Knowledge Base Coordinator (Citizen Services)

Distinguishing Features of the Class

The incumbent is responsible for managing the development and maintenance of a centralized knowledge base containing information accessed by 311 operators and relevant City representatives. This includes ensuring stakeholders have web-based access to accurate and comprehensive FAQs and other resources that assist in responding to inquiries and resolving issues.

The position also involves ensuring knowledge base content is complete, searchable, and well-maintained; coordinating and reviewing documentation with Subject Matter Experts (SMEs) and departmental contacts; maintaining reference materials; and using user feedback to streamline processes and improve system performance.

Typical Work Activities

• Coordinates the development and organization of all knowledge base resources, reference materials, and frequently asked questions.

• Designs and develops web-based knowledge base tools and content by subject area.

• Collaborates with MIS to integrate knowledge base lookups into web self-service and CRM systems.

• Communicates and coordinates with Call Center personnel, City departments, partner organizations, and SMEs.

• Works closely with operations to identify areas for knowledge base development and improvement.

• Extracts and refines information from SMEs and departments, rewriting it into clear and standardized formats for inclusion in the CRM.

• Regularly reviews and updates the knowledge base to ensure accuracy, usability, and alignment with City needs.

• Schedules periodic reviews to identify gaps or areas for expansion.

• Provides regular training to knowledge base users and collects feedback for continuous improvement.

• Acts as a liaison with other City departments to collect and verify content for the knowledge base.

• Monitors operator calls, emails, social media, chatbots, and other omni-channel communications for accuracy and adherence to service standards.

• Ensures agents deliver high-quality customer service and provide accurate information to residents.

• Prepares and analyzes quality assurance reports for management as required.

• Performs related duties as assigned.

Full Performance Knowledge, Skills, Abilities, and Personal Characteristics

• Demonstrated ability to quickly acquire and communicate complex information.

• Strong communication skills with agents, internal departments, clients, external agencies, and management.

• Proven ability to train, develop, and mentor new and existing staff.

• Flexibility, attention to detail, and adaptability to change.

• Ability to identify and collaborate with relevant SMEs within the City and partner agencies.

• Strong coaching, analytical, and listening skills.

• Effective written and verbal communication abilities.

• Ability to manage workloads, measure performance, and motivate others.

• Professional, dependable, and able to maintain confidentiality.

• Demonstrates tact, courtesy, teamwork, and professional conduct.

• Customer-focused with strong problem-solving abilities.

• Physical condition commensurate with the demands of the position.

Minimum Qualifications

A. Bachelor’s degree or higher from a college or university accredited by a regional, national, or specialized agency recognized by the U.S. Department of Education and at least one (1) year of research or communications experience. Supervisory experience is desirable.

OR

B. Associate’s degree from an accredited college or university and three (3) years of full-time experience in research or communications in a high-volume office. Supervisory experience is desirable.

SALARY:

$ 55,779