Job Summary for Project Manager/Customer Service Representative
The goal of the Project Manager/Customer Service Representative is to provide the following:
Excellent frontline customer service; project management; dissemination of in-store promotional and communication materials; business and data tracking; assisting the Ferndale DDA staff and volunteers with the day-to-day operations and administration of the Ferndale DDA.
The Project Manager/Customer Service Representative will work with staff to provide a work environment that engenders positive energy, creativity and teamwork among employees; and to create an efficient, effective, responsive and friendly office environment for its volunteers, businesses and consumers.
The position reports directly to the Executive Director and provides team assistance by coordinating and assisting the DDA staff, Executive Director, Board of Directors and volunteers on their functions of the DDA. The position directly assists the Executive Director and Operations Manager with projects, programs and scheduling.
The position is responsible for directly working with the DDA businesses and property owners pertaining to data collection, account management, volunteerism opportunities, and business assistance needs. The position will coordinate with DDA Staff and Executive Director in communicating to businesses, consumers and volunteers the activities of the DDA or other critical information necessary.
The Program Manager must have excellent organizational and interpersonal skills in order to manage the diverse tasks and interact with the varied constituencies involved in the program. Managers are also expected to be outstanding communicators, both orally and in writing. The Project Manager/Customer Service Representative must know how to resolve problems quickly and efficiently, and be able to actively seek solutions and resources independently.
Key Responsibilities
Responsible for creating, implementing and measuring the success of:
Customer Service Management
o Manage appearance and coordination of DDA Office customer service areas and displays
o Serve as primary customer support representative for the office fulfilling client relations.
o Track and manage distribution of all DDA publications, including, but not limited brochures, posters and business guide.
o Manage and maintain client relations and data with prospective businesses to grow Downtown Ferndale’s placement in the market for business location/relocation efforts.
o Manage Appearance Review and BUILD Program (Façade Improvement Program) applicants, and support Executive Director with processing the applications and supporting documentation.
o Database Maintenance and Management of all business and recruitment databases
o Research and Develop Customer Management System
o Implement and Update HootSuite Social Media system
Program Management & Assistance
o Work directly with property owners, brokers and businesses to strengthen property owner communication and strategies with the Ferndale DDA to support their needs and grow Downtown Ferndale.
o Distribute information and educate businesses on design guidelines and business development opportunities.
o Manage and maintain available properties, and assist recruitment strategies.
o Visit regularly with local businesses in assessing their needs to grow their business, and work with team to develop new and consistent communications strategies and programs to support this effort.
o Research and help develop programs, incentives, policies and legislation necessary to improve the business climate in Downtown Ferndale and reinforce the Downtown Development Plan.
o Assist Executive Director in fulfilling grant obligations and capital improvement project for streetscape and business development efforts.
Office & Operations Assistance
o Assist with managing office supplies, equipment and maintenance.
o Perform administrative duties, filing, collating and assembling promotional or information items.
o Assist Operations Manager in running an effective office.
o Bookkeeping data entry .
o Research, data collection & analytics assistance.
o Follow policies in the workplace to ensure effective implementation and adherence among each and every employee in the organization.
o Support and assist with the Ferndale DDA’s Goals and Objectives as directed.
Promotions & Fundraising Assistance
o Assist Staff with Event Management of all DDA organized events, including, but not limited logistics and communications of Third Thursdays, Fido Does Ferndale, Holiday Ice Festival, Green Week, ARTWN.
o Support a comprehensive marketing, communications and public relations program strategy.
o Assist in solicitation of sponsors and recruit businesses for their participation in programs, advertising and events.
o Research and assist with grant funding applications, corporate giving, and reporting for projects and programs of the DDA.
o Support management of donor relations, including but not limited to receiving, recording and responding to donations, maintaining specialized databases, composing correspondence, researching prospective donors and preparing reports on donors, pursue leads and prospective clients, deliver presentations and proposals, and negotiate and close business deals; maintain calendars of grant progress, due dates and reports.
