Call Center Coordinator 24-045

Job Description

Center. This includes coordinating daily activities and staffing. The Coordinator is responsible for interacting directly with customers as well as assisting staff in customer interaction and customer service policies and procedures.

Essential Functions:

• Responsible for coordinating the daily communications and support activities of the CS Call Center.
• Responsible for scheduling and maintaining adequate coverage levels daily.
• Responsible for assisting staff with and directly providing daily interaction with customers by phone and/or in person.
• Responsible for assisting staff with and directly compiling and inputting accurate records of customer transactions.
• Provide daily direction and communication to associates so that customers are handled in a timely, efficient and knowledge manner. Insure employees have appropriate training and other resources to perform their jobs. Assist with work procedures and processes that support company and departmental standards, procedures, and strategic directives.
• Responsible for acting as an intermediary between the field operations and management.
• Ensure that all call center personnel understand the overall company objectives as well as their individual departmental objectives and that they work together to achieve the stated objectives.
• Prepare appropriate annual, monthly and weekly plans.
• Responsible for assisting staff with and directly providing research, accurate calculation, and explanation of billing and account information.
• Responsible for assisting staff with accurate information on policies, rates, fees, procedures, and other customer requested information.
• Responsible for assisting staff with and directly interacting with appropriate staff to assure proper disposition.
• Responsible for providing supervisory support.
• May be required to work during emergency conditions.
• Regular attendance is required.
• Job performance must conform to all CWS policies and procedures.
• Specific knowledge of CWS Environmental Management System Policy and Procedures.

Additional Duties

• May represent Customer Services in interdepartmental meetings, on committees, on project teams, and in related professional conferences or workshops as assigned by management.
• May be assigned responsibility over independent projects by management.
• To cross train in additional customer services functional areas as assigned.
• May conduct training programs in customer services techniques as required.
• To substitute and perform the duties of a CSR in or supervisor of other functional areas as assigned.
• Performs other related duties assigned.

Job Requirements

Physical Requirements, Activities, and Working Conditions

• Occasionally positions self to exert up to 20 lbs. of force to lift and transport objects. Objects greater than 50 lbs. require a two-person operation.
• Ability to effectively use personal computers with printer; typewriter; telephone; calculator; copy machine; fax machine; two way radio; drive through apparatus; microfiche with reader and printer; and assigned software.
• Ability to express or exchange ideas by means of written and oral communications with customers and staff.
• Ability to identify, reach and handle documents as required to perform the essential job functions and to maintain an accurate record keeping system.
• Ability to perform tasks during extended periods while seated or standing.

• Constant communication via telephone in a call center environment. (Contact Center Only)

Education and/or Experience

• An Associate degree in business or accounting and two (2) years experience in business or related discipline or a combination of education and experience in business/ customer service or related field to equal five (5) years. High school diploma or GED preferred.
• Must demonstrate a working knowledge of written and verbal communications skills, excellent skills on a personal computer and related software applications.
• Able to function independently in a multi-task environment, as well as part of a team.
• Comfortable communicating with all levels of management.
• Strong planning and organizational skills.
• Able to resolve problems in a timely manner and gathers and analyzes information skillfully.
• Must be able to speak clearly and persuasively in positive and negative situations and participates in meetings.
• Possess advanced mathematical and analytical skills.
• Must be able to work a rotational schedule to work at all Customer Services locations.
• Prior work record indicating dependability and conscientiousness

Licenses, Certifications, Registrations

• This position does not require special designations.

Training Needs:

• OSHA and Departmental safety training as required.
• Skills Based Training.
• Standard Operating Instruction (SOI) per department requirements.
• ISO 14001 standards for department and company.
• See Department Competency and Training Matrix for this position.

Potential Career Path:

ELIGIBILITY FOR PROMOTION TO VARIOUS POSITIONS THROUGHOUT THE COMMISSION DEPENDS UPON INDIVIDUAL QUALIFICATIONS, AND NOTED JOB PROGRESSIONS ARE NO GUARANTEE OF CAREER PATH TO THESE OR ANY OTHER JOB(S) AT THE COMMISSION.

• Assistant Customer Care Manager
• Customer Care Manager