Cook County
Sheriff
Job Code: 5560
Job Title: Customer Service Coordinator
Salary Grade: 16
Department: Customer Service
Bargaining Unit: Not Applicable
Position Details: Civilian (non-sworn) / non-merit ranked / internal & external candidates
FLSA Status: Non-Exempt
Probation Period: 12 Months
Designation - SEAM EE: Not Applicable
Characteristics of the Position
General Overview
Serves as the initial point of contact for and provides polite and helpful customer service to all visitors and the general public. Responsible for overseeing the overall daily operations of external posts and/or divisional lobby areas. As a member of our team your mission is to offer excellent customer support and knowledge to help our customer needs. Shares skills, knowledge, and expertise to effectively train and supervise Cook County Sheriff's Office (CCSO) staff and/or interns. Performs a variety of duties that support and improve the overall operation and experience of visitors to the Cook County Department of Corrections (CCDOC), including, but not limited to, demonstrating a high level of customer service at all times, ensuring positive and helpful encounters with the public and staff, helping improve the customer service abilities of all CCDOC staff that encounter visitors and the general public, solving problems that visitors encounter, connecting visitors to services and resources where possible, and processing visitor applications from beginning to end. We go beyond the answering questions and problem solving to make our experience memorable. Ensure all child friendly areas are clean, restocked and inspected daily. Assists in the development of policies and procedures that promote the goals of the Customer Service Department. If you share our passion for superior customer service and have what it takes to make each customer experience rewarding, then the Cook County Sheriff's Office is the organization for you.
Key Responsibilities and Duties
Greet customers in a professional manner.
Identify customer needs.
Greet and assist the general public and visitors to the Cook County Department of Corrections at assigned entrance(s).
Responsible for overseeing the overall daily operations of external posts and/or divisional lobby areas.
Create an exceptional customer service experience by bringing your polished communications, patience and empathy for the visitors and the general public.
Serve as a resource to visitors to answer questions regarding visitation applications and schedules.
Relay information on Individual in Custody (IIC) housing locations, guidance on how to set up an IIC phone account, how to add money to a IIC's IIC Trust Fund - including using the lobby kiosks, courthouse locations and hours and any other concerns or complaints that may arise.
Work collaboratively with sworn members to assist the public and improve customer service.
Receive incoming calls regarding IIC status and general information; answers questions received from the public, in a courteous and professional manner; provides callers with information related to IIC visitation, how to apply for visiting privileges, the status of the application and/or how to bond out a IIC; maintains a high level of customer service in accordance with contact point standards.
Handle a wide variety of administrative situations within the department requiring discretion and confidentiality. Oversees the operations of various interactive clerical and secretarial support units; functions as a key facilitator to ensure that critical administrative support is forthcoming in a timely and efficient manner.
Conduct surveys and audits at CCDOC entrances to gauge the customer service experience and solicit ideas for improvement. Distribute and/or recommend customer service surveys. Provide accurate and timely feedback daily regarding visitor experiences to the department supervisor.
Maintain a high level of cultural competency in public interactions, including navigation of English as a second language and age-specific needs and services, including both children and senior populations.
Ensure all Child Friendly Areas are clean, restocked and inspected daily. Any items needed and/or deficiencies in these areas are to be rectified by the Customer Service Supervisor in a timely fashion.
Demonstrate a willingness and ability to share skills, knowledge, and expertise to act as a positive role model to effectively train and supervise CCSO staff and/or interns.
Provide feedback to upper management to assist in the development of policies and procedures that promote department goals.
In the supervisor's absence, ensure that requests for action and/or information are relayed to the appropriate staff member; as needed, interpret requests and helps implement action; ensure information is furnished in a timely manner; determine when a supervisor is to be notified of important or urgent matters.
Perform additional duties as assigned.
Knowledge, Skills and Abilities
Excellent communication skills: ability to exercise diplomacy, gather information from others and make inquiries; ability to convert information and explain or describe policy and procedure to others in person or by telephone. Ability to receive, understand and respond to routine inquiries and information.
Ability to develop and implement policies and procedures that promote the goals the Customer Service Unit.
Desire to provide the best possible experience for our customers.
Skill and proficiency in the use of basic office equipment, the operation of computer systems and software/hardware may be required, based on area of assignment.
Ability to coordinate several tasks at one time and perform well under pressure; ability to be cross trained to perform the duties of other unit support staff as needed.
Ability to work independently, exercise integrity and sound judgment in decision making to carry out programs affecting one's own work and the work of others in a changing work environment, and in determining when problems require assistance of supervisory personnel.
Skill in the application of complex instructions, written and verbal; ability to accurately relate such instructions in full or part to other administrative staff.
Always maintain a professional appearance and attitude, in accordance with CCSO and departmental guidelines.
Possess the ability to always remain composed. Demonstrate empathy and compassion towards individuals seeking assistance. Maintain a positive demeanor and attitude.
Passion to help customer needs and to serve others.
Ability to work cooperatively with administrative, sworn, supervisory, technical and professional personnel in the coordination or delivery of services.
Ability to pay close attention to detail and demonstrate accuracy and diligence in completed work.
Ability to acquire a thorough knowledge of relevant policies and procedures.
Ability to effectively multi-task.
Ability to effectively input and analyze data and the ability to apply data and information to improve operations.
Ability to follow-up in a thorough and timely manner relative to unresolved business.
Demonstrate a positive attitude and friendly demeanor.
Proficient writing, punctuation, and grammar skills.
Skill and accuracy in the control, organization and maintenance of files and records.
Ability to read, write and comprehend the English language.
Highly self-motivated and driven by a strong sense of urgency.
Minimum Qualifications
Possession of a high school diploma or General Education Development (G.E.D.) test certificate.
Excellent verbal and written communication skills.
A minimum of two (2) years of professional experience as a customer service representative, or working within, retail, sales, social work or related fields, experience must be obtained within the last two (2) years.
Ability to travel quickly to different locations around the CCDOC compound during a shift.
Typing skills (25 w.p.m. with 95% accuracy) and familiarity with computer keyboards and data inputting, clearly legible handwriting, and proficiency in writing, spelling, grammar, and punctuation. A skill assessment will be administered for this position.
Required to be capable of working any shift assigned, including days, afternoons or midnights; must be capable of working Holidays and weekends.
Intermediate Proficiency in Microsoft Office (Word, Excel, Outlook, etc.). Skill testing will be administered for competency.
Preferred Qualifications
Graduation from an accredited college or university with a bachelor's or higher degree.
Bilingual verbal communication skills.
Advanced Proficiency in Microsoft Office (Word, Excel, Outlook, etc.). Skill testing may be administered for competency.
The duties listed are not set forth for purposes of limiting the assignment of work. They are not to be construed as a complete list of the many duties normally to be performed under a job title or those to be performed temporarily outside an employee's normal line of work.
Article EE, Civilian Recruitment and Selection Process, of the Sheriff's Employment Action Manual (SEAM), applies to this employment process and can be found at the following link: https://www.cookcountysheriff.org/wp-content/uploads/2019/10/SEAM-Article-EE-Civilian-Recruitment-and-Selection-Process-10-17-19.pdf
Please note that there are no remote job opportunities, all positions are located onsite.
The Cook County Sheriff's Office prohibits all unlawful discrimination in its hiring and promotional process.
All Cook County Sheriff's Office employees must apply on the internal employment page to be considered; the application may be accessed via the SheriffNet site.
* Note: All Internal Applicants are subject to Cook County Promotional salary rules if selected.
I Certify that no Political Reasons or Factors were considered in any decision I made or action I took related to this Employment Action. Further, I do not know of or have any reason to believe that anyone else considered or took action based on Political Reasons or Factors with respect to this Employment Action.
EEO Statement
At the Cook County Sheriff's Office, we value and embrace you. It's our belief that diversity and inclusion is an essential component to our success as an organization. Accordingly, we are committed to provide a work environment free of discrimination and harassment. The Cook County Sheriff's Office policy applies throughout the employment relationship-including recruitment, hiring, training, advancement, separation, and day-to-day practices. The Cook County Sheriff's Office employment decisions will not be based on race, color and ancestry, religion, national origin, age, gender identity, sexual orientation, family or parental status, disability, medical history, genetic information, or any basis prohibited by applicable law. Employment decisions will be based on an applicant's merit and qualifications, the position requirements, and our business needs.
Benefits
Health Insurance Program - Health insurance coverage includes medical, dental and vision care and is available for an employee and his/her eligible dependents.
Holidays - Thirteen (13) Holidays are granted in each Fiscal Year
Sick Leave - Granted sick leave is earned and accrued at the rate of one (1) day for each month of service and may be accumulated up to one hundred and seventy-five (175) working days.
Vacation Leave - Granted Vacation leave is earned and accrued, with employees having the opportunity to accrue fifteen (15) days within the Fiscal Year; Vacation leave accruals increase based on an employee's anniversary date of employment.
Life Insurance - Basic term life insurance, equal to one (1) time the employee's annual salary, is offered to every employee at no cost and the employee may elect to purchase supplemental coverage.
Pension Plan - Employees contribute into the Cook County Pension Fund and earn a prescribed percentage for each year of service; employees may be eligible for an annual annuity after ten (10) years of service and upon reaching a certain age based on when the employee started employment.
Deferred Compensation Program - Employees may elect to enroll in a deferred compensation plan, a tax deferred plan which may be used as a supplemental retirement option.
The 2025 Cook County Employee Benefits Overview can be viewed at https://www.cookcountyil.gov/sites/g/files/ywwepo161/files/documents/2024-10/OE25.Employee Benefits Overview_FINAL..pdf
Drug and Alcohol-Free Workplace
It is the policy of the Cook County Sheriff's Office to provide a drug- and alcohol-free workplace for all members.
It is imperative that all Sheriff's Office members are capable of devoting constant and uninterrupted attention to the performance of all assigned duties without risk to safety and security for themselves, other members, or the public. To ensure the goals of this policy are met, all Sheriff's Office members shall be subject to drug and alcohol testing, whether mandatory, random, or based on reasonable suspicion.
INCLUSION
We welcome you-the whole you. Your background, your culture, your ethnicity, your unique experiences, your way of looking at the world. We truly believe that your individuality helps us create a diverse, inclusive, and inspired workplace in which every ethnicity, nationality, religion, elder status, family structure and gender identity is embraced and valued. We also welcome your passion for making the lives of children, your co-workers, and our organization better. Because as different as we are, that's the common theme that will always keep us moving forward together. *Must be legally authorized to work in the United States without sponsorship.* This position requires successful completion of post-offer tests, which may include a background check, drug screen and/or medical examination. Falsification of any information in the application process will result in disqualification and ineligible for appointment to, or employment in, a position in the County service for a period of five years. For current Cook County Sheriff's employees, such falsification may result in discipline, up to and including termination, and ineligible for appointment to or employment in a position in the County service for a period of five years. See Cook County Code of Ordinances, Article II, Sections 44-54 Unlawful Practices Relating to Employees and Employment - Penalty, 44-56 Political Discrimination; Cook County Employment Plan, Section V.N. Pre-Interview License and Certification Verification; Supplemental Policy No. 2014-2.13 Ineligible for Rehire List; and Cook County Personnel Rules 3.3(b) (7) (8) (18).
THE COOK COUNTY SHERIFF'S OFFICE IS AN EQUAL OPPORTUNITY EMPLOYER NOTE
As an internal candidate, should you be offered the position, salary allocations shall abide by the Cook County Personnel Rules. "The Cook County Sheriff's Office hiring process is governed by the Sheriff's Employment Action Manual (SEAM) which prohibits employment actions from being influenced by any Political Reasons or Factors for Non-Exempt Positions. The advertisement of this position by any individual does not constitute an offer or promise of employment, promotion, or any other employment action and shall not influence the Cook County Sheriff's Office hiring decision. Cook County Sheriff's officials and employees who become aware of or receive a complaint that involves an allegation of Political Reasons or Factors being considered in the hiring process of Non-Exempt positions are obligated to refer the complaint to the Cook County Compliance Officer. If the Cook County Compliance Officer sustains allegations of Political Reasons or Factors being considered, the Cook County Sheriff's Office will disqualify the Applicant or Candidate from consideration for employment and disciplinary action will be imposed on any involved Cook County employees, if applicable."
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