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

• Maintains detailed documentation and provides clear and accurate information to internal departments and external agencies including observations, analyses of situations and recommendations for improvement.
• Ensures problem resolution and customer satisfaction. Assists with training others on use of these systems.
• 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.
• 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.
• 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.
• 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.
• 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.

Minimum Job Requirements

• Education: 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: Three (3) years of experience in a customer service environment. One (1) year of supervising, managing and/or leading people, projects and/or processes.
• Knowledge, Skills and Abilities: Effective written and verbal communication, organizational skills and decision-making abilities. Proficient in managing data in Salesforce or another CRM system. Negotiation, conflict resolution and problem-solving skills to address issues and opportunities for improvement. 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. 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.

Pay Range

USD, Commensurate with Experience $62,540 - $93,810

Our Equal Employment Opportunity Statement

Our Accessibility Statement

Our Education Equivalencies Policy

Our Employee Benefits & Wellness Programs

Disclaimer

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.