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- Position Description
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The Customer Services section of Tacoma Public Utilities is establishing a list for Customer Service Representative, Workforce Coordinator.
The successful candidate will, under limited supervision, perform complex, technical customer service duties and workforce coordination, including ensuring effective call volume forecasting utilizing forecasting software, staff scheduling and compliance tracking of staff to meet customer response time expectations; works closely with Customer Service leadership to track and analyze changing call, lobby, workflow, social messages, chat and customer email volumes and recommends changes to staffing levels as needed.
ESSENTIAL DUTIES- Generate and report out on long-term forecasts of workload.
- Provide clear and actionable report outs on Intraday staffing (IDP) overages and shortfalls.
- Proactively adjust working hours of staff as needed, to include but not limited to, increasing or decreasing employee’s guaranteed hours, changing staff schedules through shift bids, posting overtime and offering unpaid voluntary early dismissal (VTO).
- Schedule Customer Service staffing to meet forecasted customer call volumes, billing exception cases and customer emails. Reschedule assignments and priorities to compensate for coworkers’ absences or real time conditions.
- Monitor real time and cumulative, segmented call volumes and ensure staff are skilled appropriately in the Automated Call Distributor (ACD) to balance staffing availability with real time call loads. Monitor daily performance of staff to ensure adherence to schedules.
- Research, analyze, review, investigate and resolve complex customer billing or process issues. Provide research, compile data, and provide recommendations in regard to utility account issues and complex customer assignments, such as database and spreadsheets.
- Perform technical analysis and skill to formulate functional resolutions for complex billing issues using SAP, Revenue Collector, Trust Commerce Microsoft Office Excel and other work computer software. Track, evaluate, report and develop counter measures as needed for offline work backlogs.
- Maintain adherence to all department policies and procedures. Ensure employee confidentiality and security are maintained.
- Federal, State and local laws, in addition to union contracts, must be considered, understood and observed due to their impact on staff scheduling and operations (FMLA, MPSL, Washington State Break laws, etc.)
- Assist in developing procedures, establishing standards, and distributing information. Provide documentation and technical direction for office processes and procedures, recommend and/or develop appropriate office policies, procedures and guidelines that support other City of Tacoma or Utility Departments, City, State and Government Policies, procedures, codes, rules and regulations.
- Qualifications
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- Graduation from high school or equivalent
- Two years of customer service experience in a call center or customer service counter for a business or agency including experience interpreting, applying and explaining rates, codes and regulations
- Experience scheduling and directing staff preferred
- Proficient experience using Excel including creating pivot tables and visual representation of data preferred
- Previous experience with workforce management software preferred
- Knowledge & Skills
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Knowledge of: Customer service principles and practices; City and governmental policies and procedures regarding area assigned; office practices and procedures; government structure and process, office technologies, and appropriate language usage. Thorough knowledge of use of related computer software for assigned area.
Demonstrated Skills in: Problem resolution, teaching and training, operation of computers and office equipment; performance of basic mathematical calculations; advanced customer accounting and collection operations; interpret, apply and explain rates, codes, rules, regulations, policies and procedures; effective verbal and written communication; planning and organizing work; analyzing situations to develop a course of action; interacting respectfully and sensitively with individuals and groups to develop productive relationships and provide customer service.
Ability to: Analyze complex and detailed data sets to find actionable patterns, resolve technical customer service issues, calculate bills, compute differences and explain complicated rate schedules; interpret computer printout data; perform multiple tasks simultaneously, effectively, and efficiently; follow written and verbal directions; establish and maintain effective working relationships.
- Selection Process & Supplemental Information
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This recruitment is being managed by Joanna Hambrick; if you would like to be notified of similar opportunities or stay connected with things going on at Tacoma Public Utilities and the City of Tacoma, connect with me on LinkedIn!
City of Tacoma Commitment to Diversity and Inclusion
Tacoma’s diversity is its greatest asset. Tacoma embraces its multi-cultural and multi-ethnic character. Communities of color and immigrant communities are fundamental to Tacoma’s entrepreneurial spirit, workforce, and long-term success. In Tacoma, equity and empowerment are top priorities, meaning that all Tacoma residents must have equitable opportunities to reach their full potential and share in the benefits of community progress. One of our goals is for the City of Tacoma workforce to reflect the community it serves. We actively work to eliminate racial and other disparities and welcome candidates with diverse backgrounds and/or multicultural skill sets and experiences. Our goal is for Tacoma to be an inclusive and equitable place to live, work, and play.
The City of Tacoma is an Equal Opportunity Employer and values diversity in its workplace. Applicants are considered for positions without regard to race, color, religion, sex, national origin, ancestry, age, marital or veteran status, disability, sexual orientation, gender identity, or any other basis prohibited by federal, state, and local laws.Apply
All interested individuals should complete an online application and attach a resume and cover letter that includes major responsibilities and accomplishments related to the position.Applicants who meet the minimum qualifications will be invited to participate in an assessment which may include a writing exercise and/or math exercise. Applicants must pass all portions of the examination process in order to be placed on the eligible list. Please remember that providing false information will result in immediate disqualification.
Appointment is subject to passing a background check. This position is covered by a Labor Agreement between the City of Tacoma and Local 483. New employees must successfully complete a nine-month probationary period prior to obtaining permanent status in this classification.The online application system requires you to enter a substantial amount of information. Be prepared to spend an hour or more entering the required information. In order for your application materials to be considered, all information must be submitted by the closing date and time listed on this job announcement.
Communication from the City of Tacoma:
We primarily communicate via e-mail during the application process. E-mails from cityoftacoma.org and/or governmentjobs.com must be placed on your safe domain list to ensure that you receive notifications in a timely manner. As a precaution, you may also want to check your junk e-mail folders.If you have any additional questions regarding this position, please contact the Human Resources Department at 253.591.5400 before 4pm on the closing date.
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The City of Tacoma provides excellent medical, dental and vision plans for the whole family; paid holidays and paid leave; participation in the Tacoma Public Employees’ Retirement System (alternate plan for Police/Fire); continuing education and advancement opportunities and a growing variety of City-sponsored health and wellness opportunities and incentives.
Medical Coverage: For eligible employees and their families, including domestic partners and dependent children age 26 or younger.
Dental Coverage: For eligible employees and their families, including domestic partners and dependent children age 26 or younger.
Vision Coverage: For eligible employees and their eligible dependents.
Paid Leave: City employees are entitled to received paid holidays, sick/vacation leave or personal time off (PTO), depending upon union affiliation and appointment type.
Insurance Plans: Employees are covered by a long-term disability plan. Short-term and expanded long-term disability insurance plans are also available to employees. The State Industrial Insurance Act also covers employees.
Deferred Compensation: Income can be set aside on a pretax basis and invested for supplementation of normal retirement income.
Retirement: All employees of the City, except members of the Police and Fire services, Tacoma Rail and certain project employees, are included in the Tacoma Employees’ Retirement System. Information on the Tacoma Employees’ Retirement System can be found at www.cityoftacoma.org or by calling (253) 502-8200.
Other Employment Information
Direct Deposit: Employees are paid on a bi-weekly schedule by direct deposit.
Salary Increases: Based on satisfactory job performance, the City provides for a regular progression of salary increases for most classifications according to the salary schedule.
Union Affiliation: Many job classifications are covered by union security provisions which require union membership, dues, or payment of equivalent service fees.
Note: The provisions of this job announcement do not constitute an expressed or implied contract. Any provision contained herein may be modified and/or revoked without notice.
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These questions will be used to determine whether you meet the minimum qualifications for this position and as a tool to screen applications prior to an in depth look at your application materials. They should be completed thoroughly and honestly. Your responses to these questions may be assessed through the interview and reference check process. Any sign of deliberate misinformation or intentional exaggeration will result in disqualification from the examination process and possible bar from future employment opportunities with the City of Tacoma.I certify that the information provided is accurate and complete to the best of my knowledge. I understand that any falsification may cancel any terms, conditions, or privileges of employment.
- Yes
- No
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Are you a high school graduate or equivalent?- Yes
- No
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Do you have two years of increasingly responsible customer service experience in a call center or customer service counter for a business or agency including experience interpreting, applying and explaining rates, codes and regulations- Yes
- No
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Do you have experience scheduling and/or directing staff’s work?- Yes
- No
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Do you have experience with Workforce Management Software?- Yes
- No
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If you answered “Yes” to question #5 above, please list which Workforce Management Software products you have experience with. if you have none, please list “N/A”.07
Schedule adherence is a key performance indicator. How do you engage an employee that is not meeting schedule adherence? Please keep your response to 250 words or less.08
In 250 words or less, please tell us about a specific, challenging experience scheduling a large number of staff in a single day or less with little direction. What did you do? What was the outcome?09
In 250 words or less, tell us about a specific time your actions lead to an entire team or department achieving a measurable goal.10
One of the City’s Principles that guides us is Equity. Describe what equity means to you and describe any experience you have working with diverse groups of people.11
Please tell us how you learned about this job opening.- Job Interest Card notification
- Professional organization
- Military organization
- City of Tacoma employee
- Online job board posting
- Word of mouth
- Indeed
- Careers in Government
- Government Jobs
- Outreach Event
- National Diversity Network
- African American Job Network
- Asian Job Network
- Disability Job Network
- Latino Job Network
- Retirement Job Network
- LGBT Job Network
- Veteran Job Network
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Please provide specific information regarding how you learned about this job opening. Thank you, your feedback will be used to evaluate our success reaching the public and refine our methods for future job postings.* Required Question