<p>The Public Utilities Business Division is hiring a Senior Utility Account Representative to work as a team leader in the customer contact center.</p> <p>This is a small (15 agents and 2 team leaders) but extremely busy customer contact center handling an average of 500 transactions daily between phone, online, and walk-in customers. We serve a customer base of over 141,000 accounts receiving a monthly bill for water, sanitary sewer, storm water, and solid waste collection services.</p> <p>Representative Duties:</p> <ul> <li>Function as one of two team leaders in a small but busy customer contact center. </li><li>Monitor the call queue and other work queues to ensure customer requests are handled in a timely manner. </li><li>Assist contact center employees with escalated or complex customer/account issues by phone, online, or in person. </li><li>Perform research to address complex account issues. </li><li>Schedule daily work; monitor and enforce schedule adherence. </li><li>Address customer wait times, workload, and other variables that may require adjustments to staffing assignments. </li><li>Review daily call center metrics with the supervisor and manager to determine trends and address ways to improve productivity and customer response times. </li><li>Exhibit in-depth business knowledge of the Business Division and Public Utilities Department. </li><li>Immediately and discreetly address inappropriate individual or workgroup behavior. </li><li>Communicate throughout the day with the supervisor and managers, as necessary, regarding pertinent issues. </li><li>Provide coaching and remediation to address performance gaps. </li><li>Work with the division's trainer to deliver workgroup-specific training on new or changed processes. </li><li>Assist with call monitoring for quality assurance purposes. </li><li>Assist with new hire selection processes. </li><li>Assist with calls, online requests, and front desk duties to address staffing issues or high call volume </li><li>Act as supervisor in the supervisor's absence. </li></ul>