Customer Service - Senior Customer Service Coordinator

Pittsburgh Water•Pittsburgh, PA

About The Position

The Senior Customer Service Coordinator is responsible for the efficient, daily operation of the Contact Center with a focus on call quality initiatives, staff morale and retention, and developing, implementing and maintaining better than industry standard Contact Center metrics.

Requirements

Work well under pressure in a call center environment and maintains professionalism while responding to staff’s requests for assistance.
Able to consistently work from 9:00 AM to 6:00 PM, Monday through Friday.
Must be able to efficiently troubleshoot telephone software in the event of an outage.
Has exceptional time management skills and the ability to multitask.
Considerable knowledge of best practices, principles, and techniques of supervision, office management, and metrics related to call quality.
Displays excellent problem-solving, organizational, and analytical skills, with the ability to produce strategy based on research, data, and business trends.
Effectively meets daily deliverables, outputs, and reporting goals.
Possesses the ability to train and prepare new hires for success within the company.
Holds the ability to evaluate up-to-date software to meet business needs.
Has a high-level working knowledge of the Microsoft Office Suite, which includes proficiency in Outlook, Excel, and PowerPoint.
Bachelor’s Degree in Communications, Business or any related field is preferred.
Eight (8) or more years of experience in the development of staff, leading a group of 10 or more in the capacity of supervisor, manager, or lead, preferably in a call center environment.
Applicant must present a current, valid Class C (Class 1) PA Motor Vehicle Operator’s License at the time of application or prior to appointment. A valid driver’s license must be maintained throughout employment.
Applicant must have permanent residency within one of the following Pennsylvania counties at the time of appointment and remain a resident within one of the noted counties throughout employment with the Pittsburgh Water: Allegheny, Armstrong, Beaver, Butler, Fayette, Greene, Lawrence, Indiana, Washington, or Westmoreland.

Nice To Haves

Experience working with ERP solutions or Customer Relationship Software (CRM) is a plus.

Responsibilities

Develop daily and weekly workforce plans and ensure adequate staffing by factoring operational needs, estimated technology repairs, skill sets and work hours to maximize customer service and productivity.
Effectively manages customer relationships and handles escalated situations with customers in a timely and professionally manner.
Provide regular one on one training, coaching, and live call evaluations to Contact Center staff in conjunction and collaboration with other Customer Service Management.
Continuously monitor and update contact center metrics, ensuring that expectations are met, and programs are in place to address planned changes in activity.
Monitor and update the contact center plan to keep objectives consistent with the changing needs of the Authority.
Research and recommend new best practices for operational efficiencies.
Respond to inquiries from the public and Pittsburgh Water personnel, referring any unresolved customer issues to upper management.
Identify and implement customer solutions and appropriately collaborates with internal and external business partners on behalf of Pittsburgh Water customers.
Research, identify and recommend software/tools that should be procured to increase the Contact Center’s efficiency.
Review current operational workflows and perform advanced independent analysis of telephone statistics to provide recommendations on methods for improvements.
Report calls trends to other departments so that errors can be isolated and corrected.
Follow and respond in strict accordance with applicable laws, regulations, and established policies, including union agreements and the Pittsburgh Water employee handbook to ensure fair and standardized treatment of employees.
Maintain required departmental records, reports, and files in accordance with established policies and procedures while obtaining processes and distributing reports in a timely manner.
Archive trainings and materials in an approved manner, making them easily accessible to staff.
Assist with the management of backlog to include data entry, purchasing, expediting, invoicing, collections, reporting, and other administrative duties as needed.
Supervise, evaluate, coach, mentor, train, discipline and motivate staff and contractors
Perform other duties as assigned or required.