Program Coordinator

Under the⠀general⠀direction⠀of the⠀Customer⠀Support⠀Division⠀(CSD)⠀Deputy⠀Director⠀and the⠀Customer⠀Engagement⠀Center⠀Program⠀Manager,⠀the⠀Customer⠀Engagement⠀Program⠀Coordinator⠀supports⠀and⠀manages⠀the⠀delivery⠀of⠀customer⠀service to⠀over⠀280,000⠀water and⠀sewer⠀customers⠀by⠀approximately⠀70 CSD⠀customer⠀service⠀classified⠀staff.

There's⠀no such⠀thing as a⠀"perfect"⠀candidate.⠀The City⠀is looking⠀for⠀exceptional⠀people who⠀want to⠀make a⠀positive⠀impact⠀through⠀their⠀work, will⠀serve⠀their⠀community⠀proudly,⠀and be⠀excited to⠀come to⠀work every⠀day.⠀Education⠀and⠀experience⠀studies⠀have shown⠀that⠀people are⠀less⠀likely to⠀apply for⠀jobs⠀unless⠀they⠀believe⠀they can⠀perform⠀every task⠀listed in⠀the job⠀description.⠀The City⠀may⠀consider⠀an⠀equivalent⠀combination⠀of⠀knowledge,⠀skills,⠀education,⠀and⠀experience⠀to meet⠀minimum⠀qualifications⠀and we⠀encourage⠀you to⠀apply if⠀you are⠀interested.

Key Areas of Responsibility:

• Supporting,⠀managing,⠀training⠀and⠀professionally⠀developing⠀CSD⠀contact⠀center⠀supervisors.
• Completing⠀system⠀audits and⠀analyses,⠀monitoring⠀and⠀analyzing⠀system and⠀team⠀performance,⠀identifying⠀and⠀resolving⠀problems,⠀preparing⠀and⠀completing⠀action⠀plans, and⠀managing⠀system and⠀process⠀improvement⠀and⠀quality⠀assurance⠀programs.
• Implementing⠀policies⠀and⠀procedures⠀to ensure⠀staff have⠀the⠀training⠀and tools⠀to provide⠀first⠀contact⠀resolution⠀for⠀customer⠀inquiries.
• Managing⠀all⠀aspects of⠀personnel,⠀including⠀but not⠀limited to⠀performance⠀evaluations,⠀personnel⠀records,⠀timekeeping⠀and leave⠀requests.
• Setting⠀customer⠀service⠀goals and⠀ensuring⠀goals are⠀met.
• Coordinating⠀final user⠀testing⠀and⠀acceptance⠀of a new⠀contact⠀center⠀software⠀solution,⠀and future⠀enhancements.
• Performing⠀other⠀duties as⠀assigned.

Minimum Qualifications:

• Bachelor's⠀degree in⠀business⠀administration,⠀communications,⠀finance,⠀public⠀administration,⠀management,⠀program⠀management,⠀or a⠀closely⠀related⠀field,⠀and
• Five⠀(5) years⠀of⠀progressively⠀responsible⠀professional⠀and⠀managerial⠀experience⠀in the⠀public⠀and/or⠀private⠀sector⠀that⠀demonstrates⠀ability⠀and⠀understanding⠀of team⠀development,⠀change⠀management,⠀data⠀analysis,⠀clear⠀communication⠀and all⠀aspects of⠀personnel⠀management.
• Any⠀combination⠀of⠀education⠀and⠀experience⠀that⠀demonstrates⠀these⠀qualifications⠀may be⠀qualifying.

Desirable Qualifications :
The ideal candidate will possess the following qualifications:

• Active and⠀genuine⠀commitment⠀to⠀managing⠀diversity⠀in the⠀workplace⠀and⠀encouraging⠀high⠀performing⠀teams.
• Demonstrated⠀ability⠀successfully⠀supervising⠀team⠀members⠀including⠀development⠀of⠀expectations⠀and⠀ongoing⠀accountability⠀and⠀feedback.
• Demonstrated⠀experience⠀in⠀managing⠀personnel⠀processes,⠀including⠀performance⠀evaluations,⠀timekeeping,⠀employee⠀recognition⠀and⠀employee⠀accountability.
• Advanced⠀education⠀and/or⠀experience⠀in public⠀sector⠀management,⠀contact⠀centers,⠀SAP,⠀customer⠀support,⠀customer⠀billing or⠀a similar⠀field.
• Excellent⠀written⠀and verbal⠀communication⠀skills and⠀the⠀ability to⠀communicate⠀complex⠀and⠀information⠀in a⠀simple,⠀clear and⠀straightforward⠀manner.
• Excellent⠀problem-solving⠀skills,⠀with the⠀ability to⠀proactively⠀identify⠀and⠀support⠀creative⠀and viable⠀business⠀solutions.
• Ability⠀to provide⠀clear,⠀consistent⠀and⠀constant⠀communication⠀regarding⠀expectations.
• Ability⠀to⠀motivate,⠀empower⠀and build⠀trust with⠀a diverse⠀workforce.
• Commitment⠀to public⠀service,⠀fiscal⠀responsibility,⠀and⠀innovation⠀in⠀government.
• Experience⠀in a⠀customer⠀support⠀and/or⠀customer⠀contact⠀center⠀environment.
• Energetic⠀and⠀motivated⠀with the⠀ability⠀and desire⠀to take⠀initiative.
• Ability⠀to⠀comprehend⠀technical⠀details⠀and⠀understand⠀how they⠀relate to⠀and impact⠀overall⠀goals.
• Ability⠀to work⠀both⠀independently⠀and as⠀part of a⠀team in a⠀fast-paced,⠀high-pressure⠀environment⠀with tight⠀time⠀constraints.
• Highly⠀ethical⠀and⠀objective,⠀with the⠀ability to⠀navigate⠀in a⠀political⠀environment⠀without⠀being⠀political.
• Interest⠀in⠀municipal⠀activities⠀and⠀services⠀and how⠀they⠀impact the⠀community.
• Anticipate⠀the⠀impacts of⠀decision-making⠀on the⠀division,⠀department⠀and the⠀City.

Benefits:
The City offers a robust benefits package that includes:

• Defined⠀retirement⠀plan,⠀including⠀pension⠀reciprocity,⠀dependent⠀on an⠀employee’s⠀eligibility⠀status⠀(new hire,⠀rehire,⠀etc.).
• A⠀wide⠀variety of⠀cafeteria-style⠀health and⠀wellness⠀plans or⠀in-lieu⠀cash⠀waiver.
• 11⠀paid City⠀holidays⠀per⠀calendar⠀year and 1⠀floating⠀holiday⠀per fiscal⠀year.
• Approximately⠀176 hours⠀of paid⠀annual⠀leave for⠀an⠀employee’s⠀first 15⠀years of⠀service,⠀and⠀approximately⠀216 hours⠀for 16+⠀years of⠀service.
• Up⠀to 24⠀hours of⠀paid⠀discretionary⠀leave per⠀fiscal⠀year.
• Up⠀to 320⠀hours of⠀paid⠀Parental⠀Leave per⠀childbirth⠀or⠀placement⠀of a⠀child.
• Up⠀to 40⠀hours of⠀paid⠀Bereavement⠀Leave per⠀fiscal⠀year.
• Tuition⠀reimbursement⠀up to⠀$2,000 per⠀fiscal⠀year, and⠀complimentary⠀LinkedIn⠀Learning⠀professional⠀development⠀opportunities.
• Free⠀transit⠀pass⠀(including⠀MTS⠀Trolley,⠀MTS Bus,⠀and all⠀Rapid and⠀Rapid⠀Express⠀bus⠀services).
• Reduced-rate⠀fitness⠀center⠀memberships.
• City-paid⠀life⠀insurance.

The Department:
The Public⠀Utilities⠀Department⠀(PUD) is⠀comprised⠀of four⠀branches⠀that are⠀primarily⠀funded by⠀the Water⠀Enterprise⠀Fund and⠀the Sewer⠀Enterprise⠀Funds: the⠀Water⠀Recovery⠀Branch,⠀the Water⠀Delivery⠀Branch,⠀Business⠀Support⠀Branch,⠀and the⠀Pure Water⠀and⠀Technical⠀Support⠀Branch.⠀The⠀Department⠀is⠀committed⠀to the⠀following⠀in its⠀management⠀of Water⠀and⠀Wastewater⠀services:

• Quality: We surpass quality and safety standards.
• Value: We operate and invest wisely.
• Reliability: We consistently provide dependable services.
• Customer Service: We are responsive, professional and courteous.