Customer Care Center Coordinat

Work Schedule and Other Information HRSD Customer Care Center is seeking an energetic, flexible, and team-focused Customer Care Coordinator for the Customer Care Call Center team (21). Normal business hours are Monday through Friday, 8-hour work day - flexible rotation between the hours of 7:45 AM and 5:15 PM based on team support needed; Closed on holidays. Hybrid remote work from home environment, to include both in-person office work (minimum 1x/week), and flexible Work From Home (WFH) arrangements as appropriate. Call Center team Representatives work remotely from home unless there is a business need otherwise. HRSD business needs are subject to change and will dictate the work location for all roles. The Call Center team delivers knowledge and information to over 470,000 HRSD customers which bill either monthly, bi-monthly or quarterly. The Call Center handles 18,000-26,000 customer interactions monthly via phone, email and chat. The successful candidate for the Customer Care Coordinator role for the Call Center team will possess strong experience in call center coordination and team motivation to maintain a high level of service and quality for our customers. Brief Description Under broad guidance, the CCC Coordinator is responsible for: a. Coordinating daily workflow within assigned work center: billing, customer interaction center, mail center, field activity, or payments b. Acting as team leader for a self-directed work group responsible for handling incoming customer calls and other inquiries, delinquent accounts, payment processing, incoming and outgoing mail, billing, and field activity c. Providing guidance to other frontline employees within assigned work center and being responsible for own work product d. Serving as assistant to supervisor and performs various administrative and supervisory support functions as delegated by CCC Supervisor e. Collaborating with CCC Supervisor in ensuring adequacy of and proper documentation of standard operating procedures within work center f. Working with other CCC Coordinators and A/R Technicians to temporarily reassign staff or tasks as needed to meet the daily productivity goals of all the work centers within the CCC Division g. Ass