Customer Service Outreach Coordinator

City of High Point

6d•Onsite

About The Position

Performs responsible professional work developing and implementing customer experience and engagement initiatives for the City’s utility services. Work involves coordinating communication and outreach efforts that improve customer awareness of City services, programs, and systems, including the City’s customer portal, digital service tools, and Advanced Metering Infrastructure (AMI) initiatives. Employee serves as a liaison between Customer Service, Marketing, Information Technology, and other City departments to ensure consistent and accurate information is communicated to customers and the public. The position supports proactive strategies that enhance the customer experience, improve understanding of City services, and encourage effective use of available programs and technologies. Work includes assisting with the development of educational materials, coordinating outreach activities, analyzing engagement trends, and supporting communication efforts related to major service initiatives and system enhancements. Through improved customer education and outreach, this position supports operational efficiency by helping reduce service disruptions, improve customer awareness, and promote effective use of City systems and services. Work is performed under the general supervision of the Customer Service Director or designee.

Requirements

Knowledge of customer service principles and community engagement practices.
Knowledge of communication methods including digital, print, and in-person outreach.
Ability to clearly communicate service information to customers in an understandable and professional manner.
Ability to analyze customer feedback and engagement data to identify trends and support service improvements.
Ability to establish and maintain effective working relationships with City employees, officials, and the general public.
Ability to organize multiple projects and prioritize tasks in a fast-paced environment.
Skill in written and verbal communication, including the preparation of reports, informational materials, and presentations.
Working knowledge of common office software and digital communication tools.

Responsibilities

Develops and implements customer experience and engagement initiatives that increase awareness and understanding of City utility services, programs, and customer service tools.
Coordinates communication efforts between Customer Service, Marketing, Information Technology, and other City departments to ensure consistent messaging and accurate customer information.
Assists in the development and distribution of educational materials, guides, and digital content related to utility services, billing processes, service programs, and customer systems.
Educates customers on the use of the City’s customer portal, payment options, alerts, and other digital service tools to improve accessibility and adoption.
Supports communication efforts related to system initiatives including Advanced Metering Infrastructure (AMI), customer portal enhancements, and other customer-facing technology improvements.
Assists in promoting customer awareness of available tools and services that help customers better manage their utility usage and accounts.
Participates in community outreach activities, workshops, and public events to provide information and promote City services.
Monitors customer feedback, service trends, and engagement metrics to help identify opportunities to improve communication and customer understanding.
Tracks outreach activities and prepares reports on engagement efforts, participation levels, and communication effectiveness.
Assists with communication during service disruptions, outages, or other high-impact events to ensure customers receive timely and accurate information.
Maintains communication channels including website content, informational materials, and digital communication platforms to ensure information remains current and accessible.
Coordinates with internal departments to ensure customer-facing information related to services, programs, and systems remains accurate and up to date.
Performs other related duties and responsibilities as assigned to support departmental and organizational need.