Customer Relations Specialist – Process Analyst

JOB SUMMARY

Evaluates current processes and procedures. Establishes departmental best practices and standard operating procedures for the purpose of improving customer satisfaction, cost saving enrollment and objectives. Inspects and monitors the quality of input and output from systems used to record, manage and track information. Acts as a liaison between Customer Relations and other Sewer District departments. Assists with the preparation of departmental operations and procedural manuals. Recommends and conducts customer service training. Performs other duties of a similar nature as may be required.

ESSENTIAL FUNCTIONS

- Monitors data entry and information and inspects the quality of input and output of systems used to record, manage and track information (phone, chat, email and CRM).

- Provides accurate, updated information and regular reports to internal departments as well as communities regarding system findings. Ensures problem resolution and customer satisfaction. Assists with training others on use of these systems.

- Inquires, researches, investigates and gathers data from multiple sources including Salesforce. Analyzes findings, identifies trends and prepares reports outlining recommended courses of action that further departmental and strategic organizational goals.

- Oversees the bi-annual certification process by reviewing accounts and distributing to customer relations team for verification.

- Maintains detailed documentation and provides clear and accurate information to internal departments and external agencies including observations, analyses of situations and recommendations for improvement.

- Works directly with the legal team and Hearing Ombudsman to ensure the Sewer District has the necessary documentation to make informed and fair decisions related to Hearing Examiner hearings and findings.

- Evaluates options for improvement and makes decisions regarding system and process modification. Apprises all stakeholders of needs and suggestions for continuous improvements.

- Establishes and maintains positive customer relationships and strong communication links with all internal departments, external agencies and the public to ensure customer relations personnel are fully informed of key issues and actions.

- Develops familiarity with procedures, processes, billing rates and cost saving programs related to customer relations. Understands objectives, implications and relationships to make effective evaluations and recommendations for improvement.

- Collects, assesses and reviews data to evaluate effectiveness of existing and potential customer relations procedures and processes. Identifies and leverages opportunities to improve the quality of processes, systems and standards.

- Collaborates with leadership to analyze historical issues and trends, and review root causes and effects of issues. Identifies quality gaps and implements reporting processes to better track quality improvements, enhance current systems, define, prioritize and manage high-value quality projects through to completion. Sets up documentation and control procedures.

- Defines strategy and approach to determine, investigate and resolve customer issues. Makes recommendations for process modifications or replacements as needed for improved customer satisfaction and reduced complaints.

- Follows through with appropriate personnel to ensure customer issues and cases are addressed in an expeditious and complete manner. Monitors and tracks the resolution of requests.

- Stays informed on current events, community programs, outreach and other programs that impact work performed by customer relations staff.

- Performs other duties of a similar nature as may be required.

MINIMUM JOB REQUIREMENTS

EDUCATION

- Candidate must possess a bachelor’s degree preferably in Business, Public Administration or a closely related field.

- Equivalent combination of relevant education and experience may be substituted as outlined in the Education Equivalencies Policy.

EXPERIENCE

- Candidate must possess three (3) years of experience in a customer service environment.

- Experience must include one (1) year of supervising, managing and/or leading people, projects and/or processes.

OTHER REQUIREMENTS

KNOWLEDGE, SKILLS, AND ABILITIES

- Candidate must possess effective written and verbal communication, organizational skills and decision-making abilities.

- Candidate must be proficient in managing data in Salesforce or another CRM system.

- Candidate must possess negotiation, conflict resolution and problem-solving skills to address issues and opportunities for improvement.

- Candidate must be detail oriented and capable of managing large amounts of data, maintain detailed comprehensive records, analyze and organize information, have effective project and time management skills and be well organized.

- Candidate must possess the ability to effectively plan, coordinate, establish and maintain effective working relationships and prioritize workloads based on available resources.

- Candidate must be proficient in Microsoft Office Suite, including Word, Excel, Outlook and PowerPoint.

PHYSICAL AND MENTAL REQUIREMENTS

During the course of performing the essential functions of this position, the employee must be able to analyze, communicate, comprehend, coordinate, make decisions, possess general intelligence, interact, interpret, negotiate, possess numerical intelligence, organize, problem solve, have resilience and perform tasks. Physical work will need to be performed, such as balancing, bending, driving, feeling, reaching, sitting, standing, talking, typing and walking. Repetitive movements will need to be performed such as simple grasping, power grasping and fine manipulation with one hand. Ability to pull and lift from floor to waist up to 10 lbs. on an occasional basis may be necessary. Position will require visual demands of accommodation and near acuity. Ability to withstand faint to moderate noise exposure for fifteen minutes or longer on an frequent basis is required.

Pay Range: USD, Commensurate with Experience

$62,540 - $78,175

Our Equal Employment Opportunity Statement

Our Accessibility Statement

Our Education Equivalencies Policy

Our Employee Benefits & Wellness Programs

We offer a comprehensive employee benefits package including Health Insurance Coverage, Various Retirement Planning Options (Ohio Public Employee Retirement System and Deferred Compensation Plans), Flexible Spending Accounts, Employee Assistance Program, Free Parking at our facilities, Corporate Discounts, and more! We also have an active Health & Wellness Program that promotes a life/work balance.

NEORSD supports the use of hybrid work as a way to help attract and retain talented individuals in public service, increase worker productivity and better prepares the agency to operate during emergencies. This position may be authorized for hybrid work. hybrid eligibility will be discussed during the interview process.

DISCLAIMER: The information outlined in this job description indicates the general nature and type of work performed by employees within this classification. It is not intended to provide a comprehensive inventory of all duties, responsibilities or competencies required of employees within this classification.