Basic Purpose of Position:  

The Customer Service Coordinator is responsible for addressing and resolving both internal and external customer issues.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the duties, responsibilities, knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  The Authority will adhere to all applicable laws and regulations in assessing an employee's ability to carry out or otherwise meet the job requirements set forth herein in a satisfactory manner.

1.

Speak with customers to ascertain the nature of their calls and take the necessary action to respond to the customer and/or resolve their problem.

2.

When necessary, coordinate customer service requests or complaints with other appropriate departments to respond, and/or resolve issues.  Keep customers in the loop during the process, and notify them via phone, email or letter at the conclusion. 

3.

Document the customer contact, including address, phone number and email address, nature of the call, and conclusion (favorable, unfavorable, etc.) in the customer service database. Issue quarterly reports to be submitted to the Chief Administrative Officer.  

4.

Provide exceptional customer service by following department Standard Operating Procedures and by supporting and promoting the Authority’s Stewardship Mission and Vision.

5.

Assist the Chief Administrator and other department staff in developing and implementing strategic customer service initiatives in support of the Authority’s and Division’s Mission and Vision.

6.

Assist Human Resource Services with employee and new employee orientation and other employee programs, including attending regional job fairs, as they relate to customer service. Assist the Office of Business Development & Equal Opportunity with customer outreach initiatives, including attending business expos and other administrative duties as required.

7.

Monitor the Authority’s main switchboard.  Answer the phones, and direct calls to appropriate departments.  Staff the reception desk for the 9^th Floor Public Area.  Receive priority & overnight package delivery and distribute to appropriate departments/personnel. Many packages are time sensitive bids for Purchasing and Contract Administration.

8.

Interact with senior members of the public as it relates to the Senior Discount Program.

9.

Working in conjunction with the Chief Administrative Officer, Bridge Directors and Bridge Operations staff, administer the Authority’s Bridge Lighting Program.

10.

Responsible for administering the Authority’s Annual Giving Programs and supporting the Authority’s “Adopt a Family” Initiative, and other programs and/or initiatives within the Administration Division where administration, assistance, coordination or input may be requested.

11.

Track monthly Customer Service Department metrics in the database so the metrics exist for the annual compilation for the Customer Service year-end summary report.

12.

Write Standard Operating Procedures for departmental processes as needed and assigned.

13.

With support from the Chief Administrative Officer, prepare the annual Customer Service Department budget for submission.

14.

Plan the annual October Customer Service Authority-wide celebration, which includes developing a comprehensive work plan, and planning for appropriate resources and staff support.

15.

Write memos, as assigned, on various customer service initiatives, including quarterly monthly customer service tips, among other topics.  Develop surveys to gauge customer satisfaction and service trends.

16.

Regularly update the OPC employee phone list and distribute to OPC employees, and send Constant Contact notifications, as directed.

17.

Regularly update the Customer Service e.net page to keep it current and interesting for colleagues to visit for helpful customer service information.

19.

Assists in maintaining a safe and secure work environment by participating in required training, recognizing and reporting hazards and suspicious activity, and using all required personal protective equipment.

20.

Performs other related duties as required and assigned.

SUPERVISORY RESPONSIBILITIES

N/A

EDUCATION/TRAINING/EXPERIENCE

Required:

• High school diploma or general education degree (GED).
• 3-5 years’ experience in an office environment or customer service work.
• Knowledge of spreadsheet software and word processing software (Microsoft Office).