Customer Service Analyst- Contact Center Lead

Job Overview

This position is responsible for resolving escalated, advanced, or complex customer service trends or issues in call centers, offices, and intake areas.   Responsibilities include collection of customer feedback, analyzing data, and creating reports for the customer contact center to ensure workforce optimization and excellent customer experience.

Salary 

$44,990 - $78,769

Ideal Candidate 

Strong written and verbal communication skills. Experience mediating and resolving complex customer service issues and complaints in the water utility industry. Knowledge of ordinances, policies, and state statutes related to utilities and other County agencies' operations. Knowledge of franchise operations, line maintenance operations, and leak detection methods.

2 years of experience working in a call center. Experience with Oracle Utilities Cloud Services and Customer Records Management Systems. Experience leading a call center team of Agents in Key Metrics and sharing best practices with other staff to improve the overall performance and efficiency of the team.  Experience training personnel by providing side-by-side instruction and evaluating customer interactions by reviewing recorded calls. Ability to use computers and software to quickly and accurately enter data.

Core Competencies

• Customer Commitment - Proactively seeks to understand the needs of the customers and provide the highest standards of service.
• Dedication to Professionalism and Integrity - Demonstrates and promotes fair, honest, professional and ethical behaviors that establishes trust throughout the organization and with the public we serve.
• Organizational Excellence - Takes ownership for excellence through one's personal effectiveness and dedication to the continuous improvement of our operations.
• Success through Teamwork - Collaborates and builds partnerships through trust and the open exchange of diverse ideas and perspectives to achieve organizational goals.

Duties and Responsibilities

Note: The following duties are illustrative and not exhaustive. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position. Depending on assigned area of responsibility, incumbents in the position may perform one or more of the activities described below.

• Uses office equipment, dashboards and software to research, investigate, and document advanced or complex customer service matters, and to authorize special services and account adjustments. 
• Uses timely data and reporting so call queues and assignments can be adjusted dynamically based on business needs to ensure effective contact center operations and work force optimization.
• Resolves issues that require in-depth investigations and diplomacy to prevent or stop escalation. 
• May supervise the work of other staff.       
• Assists supervisor and/or manager in the supervision of customer service representatives, daily customer service activities, and special projects. 
• Monitors and reports to supervisor/manager any issues with team procedures, work balance, equipment, systems or software that could impact operations, delivery of services, or customer service quality. 
• Refines or develops new procedures or guidelines. 
• Assists in coaching, training, and motivating other representatives on customer service best practices, quality standards, scripts, and procedures.      
• Assists supervisor/manager with performance management by providing input on performance ratings and identifying achievements and opportunities for improvement.
• Operates systems and software to review data and schedules for workforce optimization.        
• Adjusts assignments based on business needs to ensure effective operations and appropriate distribution of work.       
• Follows up with customers, operations teams, and management to provide updates, notification of trends, or guidance, and request information or feedback.      
• Coordinates with other departments, organization, or service providers to verify information and to obtain or share documentation.     
• Provides customer service support or related duties when required by the Office of Emergency Management.     
• Performs other related duties as required.

Job Specifications

• Knowledge of standard call center operations and customer service best practices.
• Knowledge and understanding of policy implications and an understanding of the impact on the County.
• Skill in the use of service-orien