Customer Service Coordinator

Under general supervision of the Customer Service Supervisor, the Customer Service Coordinator represents the City of College Station through participating in and overseeing day-to-day utility customer service-related activities involving contact with the general public, including but not limited to assisting with oversight of the daily operations of the utility customer service team; handling difficult, complex, or sensitive customer service issues; implementing work procedures; and coordinating and monitoring work activities to provide timely and accurate utility billing and collection functions related to electric, water, sewer, garbage, roadway maintenance, and drainage service.

This is the lead/working supervisory position for the customer service job family.  This individual supervises the day-to-day activities of the assigned staff engaged in level I, level II, and level III customer support activities, as well as provides advanced customer service and technical support by responding to escalations and resolving high impact and complex issues.  

1. Oversee and participate in customer service representative related activities and associated duties, to include but not limited to providing timely and accurate over-the-phone and in person assistance to utility customers; applying and communicating information on Utility Customer Service policies and regulations regarding billing, collections and meter services; and ensuring customers are accurately billed.
2. Provide day-to-day leadership to ensure a high-performance, customer service-oriented work environment that supports achieving the Department’s and the City’s mission, objectives, and values.
3. Oversee, prioritize, assign, monitor, audit and evaluate the work of assigned customer service representatives; provide coaching and guidance for performance improvement and development; oversee training; work with staff on continuously improving customer service levels; and make career progression advancement recommendations to management.
4. Participate in and recommend process improvement goals, objectives, and changes to policies and priorities for assigned activities in order to improve customer service levels of the City.  Assist in creating specialized documents for training and maintain/update documents in alignment with processes and/or policy changes.
5. Respond to and resolve escalated issues and/or unique or complex customer relations situations to include but not limited to, providing information and taking appropriate actions to resolve issues and requests.
6. Create work orders for new connections, transfers, disconnections, non-payment service terminations, water and electric meter repairs, re-reads, and test services.   Dispatch service personnel when necessary and/or perform remote service connects or disconnects.
7. Prepare and process delinquent final accounts and collaborate with outside agencies, such as collection agencies and credit rating agencies, in locating and collecting written off accounts.
8. Manage the reconciliation of financial records including purchase orders and P-card transactions.
9. Perform other related duties as assigned.

Required:  Associate degree in accounting, finance, business management, marketing or related field and five (5) years of experience or an equivalent combination of education and experience 

Working knowledge of basic billing and customer service practices and procedures

Knowledge of computerized financial software programs

Advanced knowledge of principles and practices of efficient and effective customer service via over-the-phone and in person Continuous improvement orientation

Knowledge of principles and practices of effective leadership and employee supervision, including training and evaluating performance

Possess excellent listening, verbal, and written communication skills

Possess strong critical thinking skills

Possess excellent interpersonal, analytical, and problem-solving skills

Well organized with the ability to complete work and manage records with a strong attention to detail

Skilled in communicating effectively with a variety of individuals and fostering teamwork

Ability to take initiative and work independently with little supervision to resolve customer concerns and problems

Ability to multi-task and maintain attention to detail in work situations with frequent interruptions

Ability to handle sensitive and/or confidential employee and customer situations with empathy 

Ability to exercise judgment, decisiveness and professionalism while working with difficult situations

Ability to efficiently evaluate and respond appropriately to customer complaints and/or concerns

Ability to establish and maintain professional and effective working relationships with those contacted in the course of the work and provide excellent customer service

Ability and willingness to work outside normal business hours when deemed necessary

Preferred:   Bachelor’s Degree in accounting, business management, marketing or related field

Two (2) years of supervisory or lead experience

Municipal management or governmental accounting experience

Salary : $24 - $36