Customer Service - Senior Customer Service Coordinator

Pittsburgh Water
Pittsburgh, PA
Category Engineering
Job Description
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.

Requirements

  • Develop daily and weekly workforce plans and ensure adequate staffing
  • Effectively manages customer relationships and handles escalated situations
  • Provide regular one on one training coaching and live call evaluations
  • Continuously monitor and update contact center metrics
  • Research and recommend new best practices for operational efficiencies
  • Identify and implement customer solutions and collaborate with internal and external business partners
  • Review current operational workflows and perform advanced independent analysis
  • Report calls trends to other departments
  • Maintain required departmental records reports and files
  • Supervise evaluate coach mentor train discipline and motivate staff and contractors

Benefits

  • Paid Time Off
  • 401k Matching
  • Health Insurance
  • Life Insurance
  • Retirement Plan
  • Employee Assistance Program
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