Customer Service - Senior Customer Service Coordinator

Job Title: Senior Customer Service Coordinator
Department: Customer Service
Salary Range: $73,700-$80,400
Pay Grade: 6
FLSA Status: Exempt
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.
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.
KNOWLEDGE, SKILLS & ABILITIES
• 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.
EDUCATION / EXPERIENCE REQUIREMENTS
The following requirements list the minimum education/training/experience required to qualify for this job. An equivalent combination of education and/or experience may be accepted.
• 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.
• Experience working with ERP solutions or Customer Relationship Software (CRM) is a plus.
GENERAL REQUIREMENTS
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 Penns