Customer Service – Contact Center Coordinator Position Available In Allegheny, Pennsylvania

Customer Service – Contact Center Coordinator The Pittsburgh Water Pittsburgh, PA Job Details Full-time $58,300 – $69,900 a year 1 day ago Qualifications Microsoft PowerPoint Microsoft Word Microsoft Excel Microsoft Outlook Software troubleshooting Customer service Call center experience 5 years Microsoft Office Analysis skills Driver’s License Bachelor’s degree Non-CDL Class

C SAP S/4HANA

Communications Senior level Leadership Time management Full Job Description 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 the PWSA 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 the

PWSA. 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 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 Water Human Resources Department 1200 Penn Avenue Pittsburgh, PA 15222 412-255-8800

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 or 412-255-8800.

Position:

Contact Center Coordinator Division:

Customer Service Salary:

$58,300 to $69,900

Salary Range:

5

FLSA:

Exempt Application Deadline: