Client Support Specialist (1840) - Ethics Commission

Salary Range: $78,858 to $95,888
Position Status: Full-Time

Appointment Type: Exempt (This position is excluded by the Charter from the competitive Civil Service examination process and shall serve at the discretion of the Appointing Officer. The duration of the appointment shall not exceed 36 months ).

The San Francisco Ethics Commission was created by the City’s voters with the passage of Proposition K in November 1993. Our mission is to practice and promote the highest standards of integrity in government. We achieve that by shaping and promoting compliance with the laws and by delivering impactful programs that promote fair, transparent, and accountable governmental decision making for the benefit of all San Franciscans. The Ethics Commission is responsible for the independent and impartial administration and enforcement of laws related to campaign finance, public financing of candidates, governmental ethics, conflicts of interest, and registration and reporting by lobbyists, campaign consultants, permit consultants, and major developers.

Job Description

The Client Support Specialist will serve as a front-line staff person in the Engagement & Compliance Division to provide direct filer assistance, technical support, compliance guidance, and training in connection with the Statement of Economic Interests (Form 700) public disclosure program and other Commission programs. This position reports to the Engagement and Compliance Manager.

Please note: the Client Support Specialist must be willing to forego involvement in all local political activity while a member of the Commission staff and publicly file an annual Statement of Economic Interests (Form 700). All positions at the Ethics Commission are required to comply with the department’s Statement of Incompatible Activities.

Essential Duties

Essential duties of the position include, but are not limited to the following:

1. Provide technical assistance and support to departmental filers and filing officers related to Statement of Economic Interests (Form 700) program using established procedures.
2. Operate a customer support ticketing system, respond to service requests within required service level agreement timelines, and prepare regular reports on support request activity.
3. Diagnose and troubleshoot filing issues in a prompt and professional manner. Escalate complex technical issues and coordinate with internal teams and third-party providers until resolved.
4. Maintain a strong understanding of e-filing systems, business processes, and departmental policies to provide accurate, timely, and complete information to individuals seeking assistance.
5. Conduct trainings and outreach for filers and filing officers regarding compliance requirements.
6. Assist members of the public and filers with accessing Commission’s documents, disclosures, public datasets on the department’s website; respond timely to emails, phone calls, and in-person requests in a customer-friendly manner using established communication protocols.
7. Establish mechanisms to identify patterns stemming from common system errors and discrepancies. Leverage compiled information to routinely assess training, resource, and outreach needs.
8. Gather user feedback through surveys to identify processes that need improvement.
9. Support the development of educational and guidance materials, including fact sheets, FAQs, guides, customer support portal knowledge base articles, and eLearning tools to enhance stakeholder understanding of e-filing systems and filing requirements.
10. Review and maintain web pages and online compliance resources as needed to reflect up-to-date and accurate information.
11. Formalize and document operational procedures for assigned tasks and program areas to achieve efficiency, compliance standards, quality of output, and uniformity of operational practices.
12. Perform a variety of research and data gathering functions; identify issues, compile, and analyze data; prepare written reports and present information.
13. Participate in cross-functional implementation and roll-out of newly adopted laws, policies, and business processes. Collaborate and assist with testing and verification of system functionality to meet business process requirements as needed.
14. Maintain confidentiality of sensitive and confidential information obtained through the course of completing assignments while working comfortably in an open government environment.
15. Maintain and retrieve documents, records, and correspondence in accordance with established procedures for data retention and public records requests.
16. Establish and maintain effective working relationships with staff, senior management, officials, representatives of other departments, vendors, and the public to achieve organizational goals.
17. Perform backup duties for other staff as requested to support the effectiveness and continuity of division’s and department’s operations, including assisting with preparing agendas, facilitating monthly Commission meetings, and staffing the office front-desk counter services.
18. Consistently adhere to the department’s brand standards, the San Francisco Language Access Ordinance, and digital inclusion best practices.
19. Perform other related duties as assigned, including periodic presentations at meetings of the Ethics Commission.

Desirable Qualifications

During the selection process the following desirable qualifications may be used to identify applicants selected to become a job finalist.

1. Excellent customer service skills, including the ability to carefully handle sensitive and potentially high-profile information.
2. Experience operating an online customer support portal.
3. Demonstrated ability to comprehend complex software and business processes.
4. Strong track record as a highly motivated self-starter, capable of using initiative, creativity, and problem-solving orientation to achieve goals effectively within established timeframes.
5. Excellent interpersonal skills and a collaborative mindset to work well with a variety of stakeholders.
6. Excellent organization and time management skills.

Knowledge, Skills and Abilities

Essential knowledge, skills, and abilities of the position include but are not limited to the following:

1. Ability to quickly learn new technology and systems.
2. Experience with client support and customer service.
3. Strong verbal and written communication skills.
4. Experience administering customer-facing programs.
5. Strong computer skills, including proficiency with: WordPress or other website-development tools, Microsoft Office suite (including Excel and PowerPoint), collaboration tools (SharePoint or similar), online content management systems, Emma or other online marketing tools, and digital signature tools (DocuSign or similar).
6. Ability to apply critical thinking and problem-solving techniques.
7. Attention to detail and ability to gather and analyze information accurately under tight timelines.
8. Demonstrate respect, attentiveness, and patience while working with others.
9. Ability to exercise tact and work objectively in a politically sensitive environment.
10. Ability to establish and maintain effective working relationships that foster engagement and creative problem-solving as a member of a diverse team.
11. Ability to exhibit professionalism, sound independent judgment, and the highest standards of integrity.

Minimum Qualifications

These minimum qualifications establish the education, training, experience, special skills and/or license(s) which the City and County of San Francisco requires for employment in the classification.

1. Possession of a baccalaureate degree from an accredited college or university with major coursework in public or business administration, accounting, finance, economics, social sciences, education, or related field, or other areas closely related to specific department program or function.
2. Substitution: May substitute up to two (2) years of the required education with additional qualifying experience in program/office/operations management, budget development and/or administration, or contract/grant administration. One year (2000 hours) of additional qualifying experience will be considered equivalent to 30 semester units/45 quarter units.

How To Apply

To apply for this position, please submit the following documents using the Apply Now link:

1. A cover letter that details your interest in this position and describes your relevant skills and experience providing client or technical support services, performing program administration, developing training and/or informational content, and conducting user training. Please also address any prior experience or exposure to governmental accountability and oversight work.
2. Current Resume.

Applications that do not contain the requested information will not be considered.

Complete applications will be reviewed as they are received, and applicants selected to advance to the interview process will be contacted by phone or email. Typically, interviews are conducted remotely.

The successful candidate should expect to perform their duties in a hybrid work environment with at least three days onsite per week per current City policy. Additionally, any City employee may be called in for Disaster Service Work duty or to work onsite with 24-hours’ notice.

CONDITION OF EMPLOYMENT: All City and County of San Francisco employees are required to be fully vaccinated against COVID-19 as a condition of employment. Someone is fully vaccinated when 14 days have passed since they received the final dose of a two-shot vaccine or a dose of a one-shot vaccine. Any new hire must present proof of full vaccination status to be appointed. Any new hire who will be routinely assigned or occasionally enter High-Risk Settings, must provide proof of having received a COVID-19 booster vaccine by March 1, 2022, or once eligible.

The City and County of San Francisco encourages women, minorities and persons with disabilities to apply. Applicants will be considered regardless of their sex, race, age, religion, color, national origin, ancestry, physical disability, mental disability, medical condition (associated with cancer, a history of cancer, or genetic characteristics), HIV/AIDS status, genetic information, marital status, sexual orientation, gender, gender identity, gender expression, military and veteran status, or other protected category under the law.