Senior Customer Engagement Coordinator

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:
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.

1. 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.
2. Design, implement, and monitor innovation initiatives.
3. 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.
4. 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.
5. 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.
6. 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.
7. 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.
8. 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.
9. 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.
10. 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.
11. Attend professional development courses or other related training.
12. 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.
13. Have a working knowledge of all customer service and billing workflows and processes and be able to fill in as needed.
14. Research customer accounts in response to disputes, customer satisfaction surveys, etc., and prepare appropriate recommendations.
15. May supervise assigned staff.
16. Perform other related duties as assigned.

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:

1. Bachelor’s degree from an accredited college or university with major coursework in economics, business administration, consumer behavior, finance, or related field.
2. Experience working directly with technical teams and the end-user to drive specific solutions related to end-user requirements.
3. Experience designing robust testing plans that align with the complexity and criticality of the solution.
4. 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.
5. Understanding of Product Owner/Product Manager responsibilities. 
6. Experience with enterprise financial systems used to provide Customer Billing capabilities.
7. Experience documenting business processes in industry-standard tools or formats.
8. Experience with Microsoft Power BI, Tableau, SQL or other business analytics software is desired.
9. Understanding of Microsoft Power Platform, including data modeling, forms, workflows, connectors, user interface design, and integration with other systems.
10. Must be able to communicate clearly, both verbally and in writing, in a polite, courteous manner.
11. Strong background using personal computers with an emphasis on trend analysis and word processing with proficient typing skills.
12. Must possess and maintain a valid California driver's license and a safe driving record.

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.

Salary : $63 - $85