Complaint Investigator Supervisor



JOB CODE: 1250

PAY GRADE: 1140

SALARY RANGE: $29,219 - $49,743

LOCATION OF WORK
Various City-Parish Departments

GENERAL DESCRIPTION
Under the direction of a Complaint Manager, performs responsible supervisory work overseeing the investigation and resolution of citizen oriented complaints and the distribution of barricades. The employee of this classification is responsible for supervising, coordinating and organizing employees engaged in investigating, handling and resolving numerous complaints and problems submitted by East Baton Rouge Parish residents; and distribution of barricades for street repairs and closures, storm drains and sewer cave-ins, special events and other emergency situations. Work is assigned orally and in writing and is reviewed while in progress and upon completion. Performs other work as requested.

ESSENTIAL WORK TASKS
Supervises, organizes and coordinates employees engaged in investigating, handling and resolving complaints and problems; and distribution of barricades for street repairs and closures, storm drains and sewer cave-ins, special events and other emergency situations. Receives, analyzes and schedules inspections for complaints and requests from property owners and the general public. Oversees demolition work assigned to the Complaint Resolution Division. Maintains and prepares required records and reports. Advises subordinate employees of special or unusual projects; advises and interprets policies and procedures for subordinate employees. Makes daily checks of equipment for maintenance. Performs the duties of the assigned Complaint Manager in his/her absence.

KNOWLEDGE, SKILLS, AND ABILITIES
Knowledge of equipment and tools used in construction and repair work. Knowledge of the geography of East Baton Rouge Parish. Knowledge of the functions and responsibilities of the various departments, and organizations within and affiliated with the City and Parish government. Knowledge of ordinances and regulations relative to City and Parish construction and demolition standards. Ability to read and interpret blueprints. Ability to supervise, organize, and coordinate the work of several work crews engaged in complaint resolution and barricade distribution. Ability to make decisions recognizing established precedents and practices, and to use resourcefulness and tact in meeting new problems. Ability to gain confidence and maintain working relationships with various groups or individuals. Ability to express ideas clearly and concisely, orally and in writing, to groups and to individuals. Ability to positively and diplomatically deal with customers, whether they are in a pleasant or angry mood, helping them resolve their problems. Ability to apply good work habits such as punctuality, reliability, preciseness, and dependability in order to effectively complete assigned tasks and contribute to the smooth operation of the department and division.

MINIMUM REQUIREMENTS

EDUCATIONAL AND EXPERIENCE
High school diploma, GED, HiSET, or equivalent certificate of competency; and three years of experience in public works construction, maintenance, or operational activities, or three years of experience in the investigation and resolution of complaints involving public works construction and maintenance.

SUBSTITUTIONS
Any equivalent combination of education and experience.

CERTIFICATIONS / LICENSES / REGISTRATIONS
(Unless otherwise specified below, must possess at the time of appointment and must be maintained current throughout employment in this classification.) Must have a valid Louisiana driver's license at the time of appointment and must be maintained throughout employment in this classification.

OTHER JOB ASPECTS
None.


NOTE:
The work examples described in this specification are intended only as an illustration of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from job performance requirements if the work is similar, related, or a logical assignment to the job.