Operations Support - Customer Service (PT)

Director - Customer Service

G08

Hourly Rate: $25.57/hourly (Commensurate with experience)

Non-exempt

JOB SUMMARY

This position will support the customer service support team, enhance customer experience, and improve employee workflow. You will be responsible for analyzing the interactions with our virtual assistant and improving the experience, enhancing the call center knowledgebase and work with our digital bots and AI tools. You will collaborate with the Contact Center leadership team to improve the employee experience and process improvement by enhancing our tools and resources.

ESSENTIAL JOB FUNCTIONS

Job Duties

Monitor and analyze Virtual Assistant Interactions. Review customer interactions with the virtual assistant to identify trends, pain points, and opportunities for improvement in the customer experience.

Enhance Customer Support Tools and Knowledgebase. Regularly update and support the call center knowledgebase to ensure accurate, helpful, and easy-to-access information for customer service representatives.

Collaborating with Digital Teams. Collaborate closely with teams managing digital bots and AI tools to ensure alignment in tone, accuracy, and effectiveness of automated customer service responses.

Support Workflow Optimization. Identify inefficiencies in current customer service processes and propose enhancements to streamline employee workflows and reduce customer handling time.

Assist with Tool and Resource Development. Partner with Contact Center leadership to develop and implement tools, templates, and guidelines that improve agent performance and satisfaction.

Drive Process Improvement Initiatives. Analyze service data and gather employee feedback to recommend updates or new strategies that enhance both customer and employee experiences.

Provide Constructive Feedback. Deliver actionable feedback and coaching to customer service agents to support performance improvement and skill development.

Support Process Improvement. Collaborate with operational teams to improve workflows, tools, and customer service processes based on quality insights.

Other duties as assigned.

WORKING CONDITIONS

Generally, working 20 hours in an office environment involves mostly sedentary work using a computer and meeting with other employees.

MINIMUM QUALIFICATIONS

Associate degree in one of the following disciplines: public relations, communications, marketing, advertising, or related field; and

OR

High school diploma or equivalent; and

Five (5) years of experience in call center leadership experience.

Louisville Water provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.