Customer Service - Contact Center Coordinator

The Contact Center Coordinator is responsible for the daily operation of the Contact Center with a focus on First Call Resolution (FCR) and maintaining the established, better than industry standard, Contact Center metrics.
RESPONSIBILITIES
● Daily live monitoring of Customer Service Representatives to ensure First Call Resolution (FCR)
● Evaluating After-Call Customer Survey scores and voicemails to facilitate FCR
● Partnering with the Customer Service Training Coordinator to provide daily one on one training, coaching, and call evaluations of Customer Service Representative 1’s, 2’s and 3’s
● Supervising, evaluating, coaching, mentoring, training, disciplining when absolutely necessary, and positively motivating staff in collaboration with other Customer Service management personnel to achieve FCR
● Reporting call trends to management of other sections of Customer Service and working to ensure that errors can be isolated and corrected
● Actively troubleshooting telephone software in the event of outages/issues and working with stakeholders to maintain customer service metrics
● Communicating with key stakeholders, including escalated customers
● Following and acting in strict accordance with applicable laws, regulations, and established policies, including union agreements and Pittsburgh Water employee handbook to ensure fair and standardized treatment of employees
● Overseeing the continual maintenance of an accurate customer database
● Performing other related duties as assigned or required
KNOWLEDGE, SKILLS & ABILITIES
● Understand operational workflows for a Customer Service Contact Center
● Experience with the promotion of FCR
● Able to consistently work from 9:00 AM to 6:00 PM, Monday through Friday
● Work well under pressure in a call center environment and maintain professionalism while responding to staff’s requests for assistance
● Have effective time management skills and the ability to multitask
● Strong knowledge of best practices, principles, and techniques of supervision, office management, and metrics related to call quality
● Strong problem-solving, organizational, and analytical skills
● Effectively meets daily deliverables, outputs, and reporting goals
● Have high-level working knowledge of Microsoft Office Suite, which includes proficiency in Outlook, Excel, PowerPoint, and Word
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.
● A Bachelor’s Degree in Communications, Business or a related field is preferred.
● Demonstrated five (5) 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 in a call center environment.
● Experience working in SAP S4HANA is a plus.
GENERAL REQUIREMENTS
Applicant must present a current, valid Class C (Class 1) 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 in Allegheny County at time of appointment and remain a permanent resident throughout employment with Pittsburgh Water.
SUPERVISION EXERCISED / RECEIVED
Supervises full-time and part-time Customer Service Representatives / receives supervision from the Senior Customer Service Coordinator.
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The physical demands consist of walking, climbing stairs, finger movements including fine dexterity and coordination, hearing conversation, seeing near and far, and speaking clearly. Frequently bending, stooping, repetitive leg and arm movements, lifting up to 25 lbs.
CONDITIONS
While performing the duties of this job, the employee is regularly exposed to a moderate or quiet noise level in the office work environment.
Subject to remain on duty beyond normal hours or during emergency situations or other extensive periods.
MEDICAL EXAMINATION
Employment may be contingent upon the results of a post-offer (initial employment or promotion) physical examination performed by the Authority's examining physician.
DRUG TESTING
Employment may be contingent upon the results of a post-offer (initial employment or promotion) drug screening. Continued employment may be subject to drug and alcohol testing conducted without advance notice and without individualized suspicion.
PRE-EMPLOYMENT BACKGROUND INVESTIGATION
Ability to successfully pass a thorough investigation consisting of a criminal his