Service Operations Coordinator

City of Boulder (CO)•Boulder, CO

33d•$23 - $34•Hybrid

About The Position

OVERVIEW OF ROLE (Customer Service Coordinator (HUB)) Under general supervision, the Service Operations Coordinator (HUB), coordinates and provides excellent customer service with a high degree of professionalism while interacting with customers on the phone and at a front desk; with staff; and with the public to resolve problems, answer questions, and provide general information. Serves as an information triage resource regarding specific departmental matters. OVERVIEW OF ROLE (Customer Service Coordinator (Main Phone Line-1880)) Under general supervision, the Customer Service Coordinator coordinates and provides excellent customer service with a high degree of professionalism while interacting with customers on the phone and at a front desk; with staff; and with the public to resolve problems, answer questions, and provide general information. Serves as an information triage resource regarding specific departmental matters.

Requirements

Ability to demonstrate good organizational and math skills.
Ability to develop and maintain accurate filing systems.
Ability to work in an office, meet deadlines, and work individually or on a team.
Ability to work independently with minimal supervision; to prioritize and resolve problems; and to complete tasks while working under pressure in a fast-paced environment.
Ability to work with confidential information.
Ability, interest, and desire to communicate courteously and effectively with the public and city staff and to provide excellent customer service both in person and over the telephone; must be courteous, patient and personable when working with the public.
Knowledge of and proficient in Microsoft Office products. Experience with database and spreadsheet software.
Skill in and accurate typing speed of 50-60 wpm.
Skill in data entry, proofreading and editing, including excellent grammar, punctuation, and spelling skills.
Valid Driver's License and ability to maintain an acceptable motor vehicle record.
Have and maintain acceptable background information, including criminal conviction history.
Associate's degree; or equivalent of four (4) years of progressively responsible related experience may substitute for the education requirement only.
One (1) years of progressively responsible experience.

Nice To Haves

Ability to communicate fluently in English and Spanish.
Knowledge of and experience using Adobe products, Microsoft Bookings, and/or Tyler Technology products.
Knowledge of and experience with municipal government building permitting functions, codes and processes.
Government experience.

Responsibilities

HUB Services Center Front Desk Support:
Effectively resolves customer issues and questions related to the EnerGov Customer Self-Service (CSS) portal including assisting customer with:
CSS registration issues, and general understanding of how to navigate the portal.
How to locate permits and/or understand the status of the permit
How to see comments related to permits or inspections
Stocks, tidies, and cleans computer and resource area regularly after each customer
Operates office equipment, including typing, editing, formatting, copying and printing documents. Modifies and/or composes brief written materials, including editing, proofreading, and correcting grammar.
Collaborates with the Service Operations team to ensure service standards are being met and customers are being served efficiently and effectively.
Supports the Service Operations team to maintain permit operations, as requested.
Responds to and archives permit-related emails
Performs meter releases daily to Xcel
Performs office equipment maintenance and oversees service requests
Remains aware of issues requiring special attention in response to City directives; follows up with appropriate staff to assure that issues are addressed in a timely manner.
Often under direct supervision, prepares information summaries from various sources. Performs calculations to develop trends, breakdowns, and other comparisons.
Surveys other municipalities and compiles comparative data.
Organizes and maintains records required for reporting, performance measures and related activities.
Take proper safety precautions to prevent accidents. Responsible for the safety of self, others, materials, and equipment. Uses all required safety equipment and follows all safety regulations, policies and procedures. Reports all accidents and damage to city property.
Knows and complies with all city and department policies; participates in professional training and development; and adheres to attendance and workplace attire policies.
Triages customer questions or needs by asking clarifying questions, utilizing available resources, and demonstrating basic knowledge of the operations and services provided by P&DS.
Assists citizens with simple questions and route all other calls to Inquire Boulder or staff as appropriate.
Assigns Inquire Boulder tickets accordingly
Collaborates with the Service Operations team to ensure that business standards are met and that customers are served efficiently and effectively
Utilizes available resources (training binder/share drive, website, code references, subject matter experts) and collaborates with colleagues across the department
Sorts and distributes mail
Processes checks received in the mail for various invoice and case types and performs cashier payments for customers following procedures set by Finance department business processes, ensuring accuracy and consistency.
Responds to contractor inquires on permit cases
Enter contractor information on permit cases in EnerGov and updates licenses as needed for customers waiting for a permit.
Routes contractor inquires and information to the appropriate staff
Coordinates interactions with customers and staff and provides excellent customer service with a high degree of professionalism while interacting with customers, staff, and the public. Resolves problems, answers technical program questions, and provides general information. This may include the following:
Models effective and efficient communication and customer service with the public and city staff by following the P&DS Customer Interaction and Communication Guidelines and the citywide Customer Experience Principles.
Monitors departmental goals/work plans and prepares status reports and updates.
Acts as departmental contact to other departments for coordination and resolution of administrative issues.
Prepares or oversees the preparation of other written reports, materials and correspondence including the development and maintenance of spreadsheets and databases for tracking projects, programs, etc.
Maintains current knowledge of automated and other systems and strategies to ensure proficiency in evolving business processes and technology. Trains in new technologies in areas of responsibility. Investigates and suggests opportunities to enhance knowledge and expertise.
Effectively resolves customer issues and questions related to the EnerGov Customer Self-Service (CSS) portal including assisting customer with:
CSS registration issues, and general understanding of how to navigate the portal
How to locate permits and/or understand the status of the permit
How to see comments related to permits or inspections
Resolution of customer contact and email related issues
Any additional CSS related issues or questions
Avoid Duplicate Contacts-If duplicate contacts are created, the company cannot see all its cases in CSS unless it registers each contact in CSS and associates that contact with each case. Always search contacts first before creating a new contact. Place a broad search criterion in the company or last name field. Review all displayed contacts. Then, merge customers with a new or existing case.
Create a New Contact - When it is confirmed that the contact is not already in Global Contact, the next step is to create a new contact. This involves selecting the 'Billing/Mailing' address type when creating a Contact or adding an address to an existing contact. This is crucial for reports to select the correct mailing address.
Merges and Making Changes to Existing Contact - Any modification to contact information changes it on the contact and all associated cases. The history screen shows the chronological change to the contact. When the name is changed, all invoices and cases show the new name, not the old name.
Performs ongoing maintenance of departmental form updates. Maintains records and archives of supplemental documentation required for online applications and provides oversight of record-keeping processes for departmental forms and applications.
Partners with Communications and Engagement and IT departments to ensure form accessibility standards are met.
Provides inspection support, processes data, and supports the following areas of permitting: Supports inspection processes and collaborates with inspectors and the inspection supervisor.
Position involves explaining and interpreting inspections to customers and addressing permit inquiries.
The role also includes providing data on inspection assistance, analyzing information, processing data, and supporting various permitting areas. Additionally, it involves collaborating with inspectors and inspection supervisors to support inspection processes.
Responds to customer phone calls on the inspection line by the end of the business day, assisting in scheduling inspections and encouraging the customer to utilize the CSS online inspection scheduling system.
Performs daily meter releases, taking information from inspectors and releasing meter information to Xcel the same day.
Communicates/collaborates with inspectors and inspection supervisor daily
Oversees the Planning and Development Services appointment process to ensure that business practices are effective and provide a high level of service to customers. This includes, but is not limited, to the following:
Ensures the Microsoft Bookings software is working efficiently and effectively
Reviews appts scheduled every day
Ensures schedule accuracy
Confirms assignment with the appropriate personnel
Confirms customer information
Communicates proactively with customers and in a timely manner
Serves as the subject matter expert for the Microsoft Bookings software and appointment process
Triages incoming appointment requests through the Microsoft Bookings program and ensures adequate number of appointments are available
Escalates customer issues related to the use of Microsoft Bookings
Looks for patterns and themes to develop self-help tools or process improvements.
Identifies tickets that are not assigned correctly.
Identifies training opportunities for staff
Ensures tickets are being responded to in a timely manner and escalates accordingly.
Documents system configuration changes.
Researches records and gathers information from a variety of reports and sources and develops metrics and a reporting strategy to inform leadership decisions.
Surveys other municipalities and compiles comparative data.
Organizes and maintains records required for reporting, performance measures and related activities.
Compiles and prepares information or special reports in response to customer, departmental or other requests.