311 Center Coordinator - GP3615-870100City of Denton
Job Description
Title: 311 Center Coordinator
Position ID: GP3615-870100
Department/Division: Customer Service
Reports to: Customer Service Manager
FLSA Designation: Exempt
Safety Sensitive: No
DOT: No
Definition: Responsible for the success and effectiveness of the 311 call center processes, including development and ongoing maintenance of 311 call center service expectations and
procedures in coordination with internal departments involved in 311 call center service delivery, oversight of the Customer Relationship Management (CRM) software, development and ongoing
maintenance of the Knowledge Management System (KMS), analysis and reporting of 311/CRM processes and effectiveness metrics, and management of open records requests for a high volume
311 call center operation. The 311 Center Coordinator may work from home for as many as 75% of scheduled hours with supervisor approval based on business necessity.
Essential Functions:
Coordinates with City departments in order to maintain effective communication regarding the 311 call center’s delivery of services for those departments, including maintaining regular
communications on performance, effectiveness, and needs
Negotiates, documents, and audits/validates 311 call center processes to ensure operational needs are achieved and also assist in the use of the 311 system by City departments. This
includes managing departmental expectations on implementing changes which impact 311 operations
Coordinates with the Technology Services department and various 311 call center-related vendors for all services which provide integration into the CRM software
Manages CRM process mapping and user management/account creation
Develops and maintains 311 call center key performance indicators (KPIs)
Fulfills open record requests relating to the 311 call center operations
Ensures all public and private Knowledge Management System (KMS) articles and resources are accurate, up to date, and well communicated
Assists in the development, design, testing, and integration of the KMS and the CRM system
Assists in the curriculum development and training of 311 call center staff on the use of CRM processes. Provides guidance to peers on location of information and use of various internal
software
Attends 311 call center-specific training and development courses. Assists in investigating work errors and customer escalations. Report system failures
Assists with customer escalations and representative support, as needed
Performs analysis of the 311 system, identifies problems or improvement opportunities, and facilitates action
Performs CRM and various integrations which include discovery, support, product testing, problem solving and acceptance
Utilizes computer programs, primarily Microsoft packages including Power BI, Excel, Word, PowerPoint, Access and other computer software programs as needed in the evaluation of data
Assists with interviewing, hiring, coaching, administering performance evaluations and various other actions as requested by supervisors
Maintains regular and punctual attendance
Additional Duties:
Performs research, monitors, and makes reports of various departmental operations and recommends solutions regarding various departmental functions as they relate to statistical analysis
Performs 311 call center-related duties of the Customer Service Manager in their absence
Assists with presentations and interface with executive management, boards, and City Council
Assists with the administration of related webpages
Assists with staff and department meetings
Performs other duties as assigned
Minimum Qualifications:
Bachelor’s degree in Information Services, Business, Communications or related field with three years’ experience in call center or project management
OR
High school diploma with minimum five years progressively responsible experience in call center, operations management, relationship management, or related field
OR
Any combination of related education, experience, certifications and licenses that will result in a candidate successfully performing the essential functions of the job
Core Competencies:
Must be self-motivated and demonstrate strong work habits
Ability to prioritize and manage multiple competing assignments while maintaining a strong rating for core competencies and individual performance measures
Ability to perform in a high performance and metric motived position
Ability to communicate effectively both verbally and in writing
Demonstrated knowledge of call center design and operation
Demonstrated ability to build and maintain trust relationships with clients
Strong project management skills
Proficient with Microsoft Office software (Excel, Word, Access and PowerPoint). Experience in or ability to learn Power BI and SharePoint
Exhibits an ability to solve complex problems through professional expertise and sound judgment
Ability to make discretionary decisions and handle confidential information
A
bility to coordinate the work of other employees
Ability to be well-organized and handle multiple projects
Ability to form and maintain effective relationships with coworkers and customers and demonstrate strong customer management skills
Ability to work under pressure while delivering high quality work accordance with required assignment deadlines
Works with a high degree of integrity and operational transparency
Preferences:
Bilingual in Spanish and English
Harris Computer System (Northstar) experience
Strong skills in MS Excel
Power BI experience
Conditions of Employment:
Must pass a drug test, criminal history background check, and social security number verification check
Must be able to work outside of regular business hours as required
Physical Requirements:
Overall Strength Demands: The italicized word describes the overall strength demands of the functions performed by the incumbent during a typical workday.
Sedentary – lifting no more than 10 pounds
Light – lifting no more than 20 pounds; carry up to 10 pounds
Medium – lifting no more than 50 pounds, carry up to 25 pounds
Heavy – lifting no more than 100 pounds, carry up to 50 pounds
Very Heavy – lifting more than 100 pounds, carry more than 50 pounds
Physical Demand Codes: The following describes if the incumbent is expected to exert the following physical demands during a typical workday and the overall frequency.
Codes for “how often”:
Y = Yes
N = No
E = extensive (100-70%)
M = moderate (60-30%)
I = infrequent (20-10%)
A = almost never (<10%)
Task: Code:
Standing: I
Sitting: E
Walking: I
Lifting: A
Carrying: A
Pushing/Pulling: A
Overhead Work: A
Fine Dexterity: E
Kneeling: A
Crouching: A
Crawling: A
Bending: A
Twisting: I
Climbing: A
Balancing: A
Vision: E
Hearing: E
Talking: E
Video Display: E
Other:
Machines, Tools, Equipment and Work Aids:
The essential functions of this position require the use of a computer and telephone.
Environmental Factors:
The essential functions of this position are performed in an office environment or through telecommuting. Telecommuting requires employees log into City of Denton's secure virtual network
via remote access to complete tasks and that they possess a dedicated work area free from interruptions.
This job description is not an employment agreement, contract agreement, or contract. Management has exclusive right to alter this job description at any time without notice.
ADA/EOE/ADEA
Effective Date: 8/30/2021
Revision Date: 12/6/2021