SENIOR CUSTOMER ENGAGEMENT COORDINATOR

Salary : $63.21 - $85.07 Hourly

Location : Moulton Niguel Water District, CA

Job Type : Full-Time

Job Number : 20250002

Department : Financial Planning

Opening Date : 01 / 10 / 2025

Closing Date : Continuous

Summary

Under the direction of the Customer Engagement Manager, and in coordination with the Customer Account Supervisors and Customer Accounts Manager, the Senior Customer Engagement Coordinator coordinates, plans and implements a variety of programs, tools and analyses in support of both internal customer accounts staff and District customers. The Senior Customer Engagement Coordinator acts as the bridge between stakeholders, the development team, and the customer to ensure that the business optimization and digital transformation strategies meets user needs and delivers value. Duties and responsibilities are carried out with considerable independence within the framework of established policies and procedures. The work of this class involves accountability and decision-making responsibilities, which may include supervising assigned staff.

Essential Functions

Essential Functions :

The duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific duties does not exclude them from the position.

• Partner with the executive team to create strategic roadmaps for improved customer experience and develop recommendations for new initiatives. Translate business goals into clear, actionable strategies.

Design, implement, and monitor innovation initiatives.

Participate in the selection, supervise, and provide independent direction to multiple consultants across an array of business functions, including customer billing systems, customer communications, emergency and non-emergency notification systems, payment processing, and other customer experience related platforms.

Work directly with analysts, technical experts, customer accounts staff and other business process owners to design necessary functionality use cases for customer-facing business optimizations and / or digital transformations incorporating Customer-Centric Designs.

Estimate, plan and execute new customer-facing technologies and / or process improvements with a specific focus on requirement analysis, design, testing, implementation, post-implementation verification, ongoing maintenance, and monitoring, as well as change management.

Review various customer service requests, including orders for initiation or disconnection of service, service orders, billing inquiries, and name and address changes and develop efficiency improvements with the goal of streamlining the customer experience.

Serve as a project manager of the District's customer-facing special projects to improve customer service business processes, including evaluation of new technologies and performing cost-benefit analyses to recommend process improvements or policy changes.

Develop formal and informal Request for Quotations (RFQs) and Request for Proposals (RFPs) for customer experience improvement initiatives; evaluate the vendor submittals, coordinate the vendor selections, and manage the contract and related invoices.

Provide responsible, complex, technical, and administrative assistance to staff, the Board of Directors, and committees; research, prepare, and present technical, fiscal, and administrative studies, surveys, and reports; support the creation of Board agenda packages; attend committee and board meetings as assigned.

Stay current with technology to ascertain the most efficient system improvements and assume responsibility for the implementation of technological advances; develop computerized program improvements; define required changes and coordinate with the Information Technology Department when appropriate for support during implementation.

Attend professional development courses or other related training.

Attend and participate in professional group meetings; maintain awareness of new trends and developments in the fields of finance, technology, business administration and public administration; incorporate new developments as appropriate.

Have a working knowledge of all customer service and billing workflows and processes and be able to fill in as needed.

Research customer accounts in response to disputes, customer satisfaction surveys, etc., and prepare appropriate recommendations.

May supervise assigned staff.

Perform other related duties as assigned.

Qualifications

Qualifications :

Any combination of education and experience that would likely provide the required knowledge, skills and abilities (KSAs) may be qualifying. A typical way to obtain the KSAs is :

Experience working directly with technical teams and the end-user to drive specific solutions related to end-user requirements.

Experience designing robust testing plans that align with the complexity and criticality of the solution.

Three-years experience in project management and a minimum of two-years experience in project / program / software implementation, including design, testing, production verification, stabilization, on-going monitoring and change management.

Understanding of Product Owner / Product Manager responsibilities.

Experience with enterprise financial systems used to provide Customer Billing capabilities.

Experience documenting business processes in industry-standard tools or formats.

Experience with Microsoft Power BI, Tableau, SQL or other business analytics software is desired.

Understanding of Microsoft Power Platform, including data modeling, forms, workflows, connectors, user interface design, and integration with other systems.

Must be able to communicate clearly, both verbally and in writing, in a polite, courteous manner.

Strong background using personal computers with an emphasis on trend analysis and word processing with proficient typing skills.

Must possess and maintain a valid California driver's license and a safe driving record.

Physical Qualifications

Position requires mobility to work in a standard office setting and maintenance environment, and operate assigned equipment, including computer, telephone, copier, etc.; ability to operate a motor vehicle to visit various District sites; vision to read printed materials and a computer screen; and hearing and speech to communicate in person and over the telephone with District staff and consultants. This is primarily a sedentary office classification although standing in work areas and walking between work areas is required. Finger dexterity is needed to access, enter, and retrieve data using a computer keyboard and to operate standard office equipment. Positions in this classification occasionally bend, stoop, kneel, reach, push, and pull drawers open and closed to retrieve and file information. Employees must possess the ability to lift, carry, push, and pull materials and objects up to 35 pounds.

MEDICAL BENEFITS :

Health Insurance :

Health insurance is offered to employees and their dependents through Anthem Blue Cross of California. Employees have the option of choosing HMO or PPO coverage.

The employee's share in the monthly cost of coverage effective July 1, 2024 is as follows :

Anthem HMO

Employee Only = $80.52 biweekly

Employee 1 = $169.09 biweekly

Employee & Family = $241.55 biweekly

Anthem PPO

Employee Only = $181.65 biweekly

Employee 1 = $381.45 biweekly

Employee & Family = $544.88 biweekly

Employee-paid premiums are deducted from the employee's pay on a pre-tax basis.

An employee may elect, in writing, not to participate in the District's health, dental and vision insurance plans by providing written proof of other group health plan coverage. Employees electing not to participate in the District's health, dental and vision insurance plans shall be entitled to a monthly payment equal to $600.

Dental Insurance :

The District pays 100% of the premium for the employee and his / her eligible dependent(s) who are enrolled in dental insurance offered through Anthem Blue Cross. The dental insurance maximum benefit is $1,500 per covered individual, per calendar year.

Vision Insurance :

The District pays 100% of the premium for the employee and his / her eligible dependent(s) who are enrolled in vision insurance offered through Vision Service Plan (VSP).

Life Insurance :

The District pays 100% of the premium for life insurance provided by Anthem Blue Cross with a benefit of two times the employee's annual salary up to a maximum of $300,000. There is a benefit of $2,000 for the spouse of a covered employee until the spouse reaches age 70, and a benefit of $1,000 for the child of a covered employee who is between the age of 6 months to 19 years old, or up to age 23 if a full-time student.

Section 125 Plan :

The District offers a Section 125 Plan, which allows an employee to defer payroll taxes on medical insurance premiums and provides a Flexible Spending Account for qualified medical and / or dependent care expenses collected through payroll deductions.

RETIREMENT PROGRAMS :

California Public Employees' Retirement System (CalPERS) :

Tier 2 :

An employee who is hired after July 28, 2009 and is considered to be a classic CalPERS member, is enrolled in the CalPERS 2% @ 55 benefit formula with one year final compensation. Employees pay the 7% employee contribution, which is deducted from the employee's pay on a pre-tax basis.

Tier 3 :

An employee who becomes a new member of CalPERS for the first time on or after January 1, 2013 (and who was not a member of another California public retirement system prior to that date without a break in service of 6 months or more) is enrolled in the CalPERS 2% @ 62 benefit formula with three year final compensation in accordance with the Public Employees' Pension Reform Act of 2013 (PEPRA). New members pay 50% of the normal cost which is 8% effective July 1, 2023. CalPERS contributions are deducted from the employee's pay on a pre-tax basis.

Federal Insurance Contributions Act (FICA) :

The District and the employee each contribute the 1.45% Medicare mandatory contribution. The District and employee will not contribute towards Social Security.

Deferred Compensation :

Participation in a 457(b) deferred compensation plan is available through Lincoln Financial Group. This plan is a supplemental retirement plan that allows employees to defer compensation on a pre-tax or post-tax basis through a payroll deduction. Enrollment is voluntary and 100% employee-paid with a maximum contribution in 2023 of $23,000 or $30,500 for employees who are age 50 or older.

Concurrent participation in a 401(a) plan is available through Lincoln Financial Group. The District matches a portion of the employee's 457(b) deferred compensation contribution, up to a maximum of 2% of salary, and those funds are contributed directly to the 401(a) plan.

PAID TIME OFF : 2025 Holidays :

The District observes the following paid holidays for all employees :

New Year's Day - January 1

Martin Luther King Day- 3rd Monday in January

President's Day - 3rd Monday in February

Memorial Day - Last Monday in May

Independence Day - July 4

Labor Day - 1st Monday in September

Veteran's Day - November 11

Thanksgiving Holiday - Thanksgiving Day & Day After

Christmas Eve - (Half day) December 24

Christmas Day - December 25

New Year's Eve (Half day) - December 31

Each employee accrues 30 hours of Floating Holiday each year on July 1. Employees may not carry a balance of more than forty (40) hours of floating holiday at any time and should make every effort to use floating holiday prior to using vacation leave.

Vacation Leave :

All Non-Management employees accrue vacation leave as follows :

1st year through 5th year = 80 hours per year

6th year through 10th year = 120 hours per year

After 10 years of continuous employment = 160 hours per year

An employee cannot accrue more than 200% of his / her annual vacation accrual. For example, an employee accruing 80 hours of vacation per year can accrue up to 160 hours before the employee ceases to accrue vacation.

The District will pay out vacation hours, provided the employee has used at least 40 hours of his / her annual vacation accrual during the 12 months preceding May 31. Vacation cash outs are paid once per year in June. The maximum vacation leave an employee is able to cash out per calendar year is 120 hours.

Sick Leave :

All employees accrue sick leave equivalent to 96 hours per year. An employee may carry over a maximum of 176 hours of sick leave each year. An employee who has accumulated sick leave hours greater than 176 will receive compensation for 75% of those hours over 176. Sick cash outs are paid once per year in December.

All employment applications will be reviewed for accuracy, completion, relevant experience, education, training and other job related qualifications. Your governmentjobs.com profile within your application is the primary tool used to evaluate your qualifications for the position. It is your responsibility to show; your relevant education (including high school information regardless of higher education); a minimum of 7 years of employment history (beginning with your most recent or present employer); for each employer listed you must provide contact information, duties performed, and your reason for leaving each job; explain any gaps in employment greater than 6 months; provide detailed information regarding your relevant knowledge and training by answering all supplemental questions to the best of your abilities. Providing duplicate responses or the phrases see resume or see above, may be cause for your application to be rejected as incomplete. Please note that incomplete applications will not be considered. Please indicate below that you have read, understand, and agree to these criteria related to your application submission.

Do you have a Bachelor's Degree? Please indicate your bachelor degree's emphasis of study or major.

How many years of professional experience do you hold in project management?

Please describe your professional experience utilizing trend analysis.

Please describe a customer facing process improvement you have helped design and implement for an employer.

What makes you interested in joining the Moulton Niguel team and working at a Top Workplace in Orange County?

Required Question

Salary : $30,500 - $300,000