Address
Form of work
SalaryResponsibilities
The Customer Care Coordinator builds partnerships across the organization and utilizes the voice of the customer insights in order to identify and deliver accurate, value-added work effort information to customer facing employees and the public. This role coordinates and aligns resources in the timely response and resolution to escalated customer and stakeholder inquiries. The Customer Care Coordinator maintains and enhances digital platforms and information repositories in order to reduce customer effort and improve awareness and satisfaction around OPPD work related activities.
- Acknowledge receipt, coordinate response and resolve matter in collaboration with subject matter experts.
- Track and regularly report trends to stakeholders.
- Consult with areas such as customer experience, community outreach, and corporate marketing (market research) to shape general response messaging, explore improvements and take advantage of community education opportunities based on trends.
- Connect with areas of the business who may be responsible for overseeing OPPD, contractor or agency supported work efforts that require access to or access near residential home, place of business or customer work site.
- Present, package and make available timely information to customer facing areas such as Customer Care, rural customer service offices, and onsite workers/contractors.
- Coordinate or execute periodic internal knowledge checks or audits to uncover process, service or information gaps.
- Regularly review and update digital information on static or interactive webpages.
- Make recommendations to shift, add or sunset information and/or delivery mechanism based on customer needs or business direction.
- Ensure accuracy of and/or readability of information through periodic process checks or audits.
4. Review content and/or participate in customer service-related councils (Gartner, Chartwell, etc.), industry networks (APPA, LPPC, etc.) and other research opportunities (JD Power, Escalent, etc.) to gain insights into to evolving customer service needs and adapt body of work in order to strengthen next contact avoidance and build upon customer service margin.
Qualifications
- Bachelor's degree in business or communications discipline plus two (2) years of customer service experience; OR five (5) years of experience in a customer service-related field.
- Competent with Microsoft Office suite of products with an emphasis on SharePoint, Outlook, Word, Excel, and PowerPoint skills and capability.
- Experience working in or supporting operations of a contact center.
- Bachelor's degree in business or communications discipline.
- Comfort in delivering customer service in multiple channels (i.e. phone, walk-in, online, chat, etc.).
- De-escalation and service recovery skills.
- Familiarity with the electric utility industry.
- Knowledge of OPPD rates, regulations, products and services.
- Working knowledge of CSO business systems.
- Demonstrated positive attitude, excellent human relations skills, ability to think creatively and conceptually, and the ability to motivate people professionally.
Must have the ability to: work on multiple tasks at one time; work under stressful situations; operate a computer and other office equipment; move about the Company and interact with all levels of the Company. Frequent requirements of this position are sitting, speaking, hearing and keyboarding. Occasional requirements are standing, bending, lifting and carrying at least 10 pounds.
Closing Statement
Salary: $77,958 - $97,448
At Omaha Public Power District, we're passionate about three things: power, the people who make it, and the people who rely on it.
WE ARE: Where the Light Starts. OPPD is the 12th-largest public power utility in the U.S., serving over 850,000 people across 5,000 square miles and 13 counties.
WE'RE COMMITTED TO: Each other and the people we serve. This commitment drives us. We¿re dedicated to providing our communities with affordable, reliable, and environmentally sensitive energy services today, tomorrow, and well into the future.
OUR JOB: To provide power with a purpose. We have real impact - on people¿s lives, on the environment, and on the future of energy. We¿re always looking for bright, capable people who want an opportunity to lead from where you are¿wherever you are¿ and know that your ideas will be heard. If you want to be a source of real, positive change for the community and the people who live in this region, then working for a company acknowledged for caring about these same things is likely a priority for you as well.
How To Apply
Apply online at www.oppd.com on or before April 9,2024.
Recruiter: Angie Case -acase@oppd.com #LI-AC
**PLEASE NOTE** - Your application has not been submitted unless you have applied for a specific requisition. If you have not chosen a specific opening, your application will remain in 'DRAFT' form and will not be viewed by our Human Capital staff.
