Customer Service Analyst-Contact Center

Hillsborough County•Tampa, FL

1d•Onsite

About The Position

This position is responsible for resolving escalated, advanced, or complex customer service trends or issues in call centers, offices, and intake areas. Responsibilities include collection of customer feedback, analyzing data, and creating reports for the customer contact center to ensure workforce optimization and excellent customer experience. As a Customer Service Analyst, your focus will be on Operational Excellence. You will serve as the primary advocate for the team's success, bridging the gap between frontline execution and departmental strategy to ensure our Customer Service Specialists meet and exceed their goals. This position plays an essential role in providing second-tier escalated support for our Specialists by reviewing accounts, investigating billing, and usage concerns while collaborating with internal teams to ensure accurate billing and timely resolutions to elevate our standard of customer service. This position at times requires listening to calls, reviewing emails, and data to ensure specialists have complete and accurate information to provide a first call resolution while following compliance within the departmental policies to resolve escalated customer inquiries and requests related to water, sewer, reclaimed water, utility fees, and other associated utility services. Your expertise will ensure that every customer feels heard, respected, and supported while also improving our level of communication with our customers, which makes our service faster, clearer, and more efficient.

Requirements

Knowledge of standard call center operations and customer service best practices.
Knowledge and understanding of policy implications and an understanding of the impact on the County.
Skill in the use of service-oriented phrases and techniques to achieve resolution.
Skill in listening actively to discern customers’ needs.
Skill in the application of supervisory techniques.
Skill in analytical assessments and providing recommendations based on data trending and analysis.
Ability to leverage analytics to evaluate business impact, track the usage and define efficiency of for contact center operations.
Ability to evaluate information and use good judgment in complex circumstances to determine best course of action.
Ability to track and report Contact Center Key Performance Metrics.
Ability to communicate effectively both orally and in writing.
Ability to understand and communicate the analytics story through a robust set of metrics and data visualizations to influence service strategy.
Ability to prioritize the work of a team.
Ability to perform accurate computations and verifications of data.
Ability to train others in customer service duties.
Ability to use computer and software to enter data quickly and accurately.
Ability to adjust communication content and style to the meet the needs of diverse stakeholders.
Ability to create, report, and present new reporting based on the needs and requirements.
Makes sound decisions that align with organizational strategies and values that fall within established procedures or processes.
Graduation from high school or possession of a GED certificate; AND Three years as a customer service representative in a call center or intake area; OR An equivalent combination of education, training, and experience that would reasonably be expected to provide the job-related competencies noted above.
Employees will be in an office environment in a sedentary position.
Sedentary work - Exerting up to 10 pounds of force occasionally, and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.
Maintain the ability to pass the background checks required for the position. These background checks may include but are not limited to: Criminal History Background Check using Florida Department of Law Enforcement (FDLE) Criminal Justice Information Services (CJIS) Level 1 and Level 2 Background screening (Ch. 435 Florida Statutes) Child Abuse, Abandonment and Neglect Record Check using the State Automated Child Welfare Information System (SACWIS) Sex Offender and Sexual Predator record check using the list maintained by the Florida Department of Law Enforcement (FDLE)
Possess the necessary job-related license(s) or certification(s) that may include possession of a Florida Driver License (Class E) or an applicable Commercial Driver License (CDL)

Nice To Haves

Bilingual Spanish preferred, not required.
Proficient in the use of Oracle Utilities Cloud Services and Customer Records Management Systems.
Experience driving performance through key metrics by making sound decisions that align with organizational strategies and values that fall within established procedures and processes.
Ability to break down complex management directives to simple, relatable goals for Customer Service Representatives.
Demonstrated providing side-by-side instruction.

Responsibilities

Uses office equipment, dashboards and software to research, investigate, and document advanced or complex customer service matters, and to authorize special services and account adjustments.
Uses timely data and reporting so call queues and assignments can be adjusted dynamically based on business needs to ensure effective contact center operations and work force optimization.
Resolves issues that require in-depth investigations and diplomacy to prevent or stop escalation.
May supervise the work of other staff.
Assists supervisor and/or manager in the supervision of customer service representatives, daily customer service activities, and special projects.
Monitors and reports to supervisor/manager any issues with team procedures, work balance, equipment, systems or software that could impact operations, delivery of services, or customer service quality.
Refines or develops new procedures or guidelines.
Assists in coaching, training, and motivating other representatives on customer service best practices, quality standards, scripts, and procedures.
Assists supervisor/manager with performance management by providing input on performance ratings and identifying achievements and opportunities for improvement.
Operates systems and software to review data and schedules for workforce optimization.
Adjusts assignments based on business needs to ensure effective operations and appropriate distribution of work.
Follows up with customers, operations teams, and management to provide updates, notification of trends, or guidance, and request information or feedback.
Coordinates with other departments, organization, or service providers to verify information and to obtain or share documentation.
Provides customer service support or related duties when required by the Office of Emergency Management.
Performs other related duties as required.