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 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.

SUPERVISION EXERCISED / RECEIVED
Will directly supervise the Contact Center Coordinator. Will receive supervision directly from the Senior Customer Service Manager.

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.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; and see, talk and hear. The employee is frequently required to reach with hands and arms. The employee is occasionally required to stand; walk; and stoop, kneel, crouch, or crawl on even and uneven surfaces. The employee must frequently lift and/or move up to 25 pounds.

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 and/or recalled 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 randomized drug and alcohol testing conducted without advance notice and for reasonable suspicion.

PRE-EMPLOYMENT BACKGROUND INVESTIGATION
Ability to successfully pass a thorough investigation consisting of a criminal history check, verification of prior employment and performance, reference, and credentials checks, and in some cases credit history.

Applicants are subject to a System for Award Management (SAM) or any successor system search as maintained by the General Services Administration (GSA) to ensure compliance with federal procurement and non-procurement programs.

Applications: You may be considered for other available positions based on qualifications provided on your employment application. If you have questions regarding your application, please contact the Human Resources Department at:

Pittsburgh Human Resources Department
1200 Penn Avenue
Pittsburgh, PA 15222
412-255-8800
hr@pgh2o.com

An Equal Opportunity Employer: Pittsburgh Water is proud to be an Equal Employment Opportunity Employer. We do not discriminate based on any legally protected statuses, including, but not limited to race, color, ancestry, religion, national origin, sexual orientation, age, marital or family status, disability, gender, gender identity or expression, pregnancy status, or veteran status. Pittsburgh Water is committed to providing candidates with reasonable accommodations for those with disabilities during our recruiting process; if you need assistance, please contact us at hr@pgh2o.com or 412-255-8800.