Senior Customer Service Coordinator

Off Duty Management•Katy, TX

About The Position

The Senior Customer Service Coordinator position is responsible for providing Officers, Agencies, and Agency Vendors service and access through ODM Coordinators to the OfficerTRAK® software. This position supervises coordinators scheduling for agency off-duty work through our Agency Partners OfficerTRAK® Portals. The Senior Coordinator will manage complex services, scheduling, and customer service calls. This position also ensures customer service scheduling quality by acting as a liaison between the Agency, Officers, and Agency Vendors to ensure off-duty jobs are scheduled in a timely, accurate, and appropriate manner. Additional responsibilities include serving as a resource and trainer for less experienced and new coordinators. The Senior Customer Service Coordinator reports to the Senior Operations Manager.

Requirements

Advanced working knowledge of standard Office Software such as Word, Excel, PowerPoint, and Outlook is preferred
Advanced working knowledge of OfficerTRAK® is preferred
Demonstrates the skills and competencies necessary to safely perform the assigned job, determined through ongoing skills, competency assessments, and performance evaluations
Sufficient proficiency in speaking, reading, and writing to perform the essential functions of this job, especially with regard to activities impacting Coordinators, Agencies, Officers, and Agency Vendors
Ability to effectively communicate with Agency Partners, Officers, Agency Vendors, and co-workers in a manner consistent with a customer service focus and application of positive language principles
Ability to multitask and flexibility to meet the needs of Coordinators, Officers, Agencies, and Agency Vendors
Knowledge of mid-level OfficerTRAK® functions and Mobile Applications, including familiarity with Agency-specific requirements
Ability to solve problems
Ability to remain calm in stressful situations with patience and understanding
Excellent customer service and professional communication skills
Proficient computer skills and ability to learn and navigate multiple software programs
Ability to manage detailed work accurately and rapidly
Strong training, leadership, and mentoring skills
High School diploma or equivalent
Previous experience in an office setting or dispatch center environment, including scheduling and call center experience

Responsibilities

Coordinates the day-to-day business and scheduling processes; May trend past performance and forecast Daily, Weekly, or Monthly business and scheduling requirements
Regularly manages confidential information and sensitive issues
Establishes and maintains contacts with Coordinators and Agency Contacts regarding agency-specific scheduling requirements and process changes
Supervises Coordinators and ensures compliance with all Company Policies
Monitors and maintains the Coordinator’s training and certifications
Prepares and communicates the monthly publishing activity for coordinator teams
Prepares monthly reports for call processing and coordinator responsiveness to agency and vendor requests
Responsible for acquiring and retaining documents needed to monitor adherence to agency scheduling parameters or special event program requirements
Maintains departmental equipment and space inventories for individuals and teams
May direct and manage the daily activities of the department/program through the coordinator staff
May create and edit various communications materials for the department/program, including printed materials, website content, and/or department newsletters
May train entry-level coordinators. May lead support staff. May assist with interviewing, orientation, and scheduling of coordinators. Provides input for coordinator performance evaluations
Serves as an administrative liaison with others within and outside assigned areas regarding business and financial issues on scheduling and operations
Responsible for making routine business and financial decisions and judgment calls and may assist or make recommendations regarding complex or impactful decisions
Performs other duties, tasks, and responsibilities as assigned by management to support organizational goals and objectives