Senior Customer Service Coordinator

Company Overview:

Off Duty Management is dedicated to providing the best possible service, protection, and administrative support to the sworn officers of our valued partner agencies. With each team member’s help and hard work, we fulfill that commitment and lead the industry in innovative off-duty employment management services.

 

Job Overview:
The Senior Customer Service Coordinator position is responsible for providing Officers, Agencies, and Agency Vendors service and access through ODM Coordinators to the OfficerTRAK® software. This position supervises coordinators scheduling for agency off-duty work through our Agency Partners OfficerTRAK® Portals.

The Senior Coordinator will manage complex services, scheduling, and customer service calls. This position also ensures customer service scheduling quality by acting as a liaison between the Agency, Officers, and Agency Vendors to ensure off-duty jobs are scheduled in a timely, accurate, and appropriate manner.

Additional responsibilities include serving as a resource and trainer for less experienced and new coordinators.

The Senior Customer Service Coordinator reports to the Senior Operations Manager.

 

Responsibilities:

• Coordinates the day-to-day business and scheduling processes; May trend past performance and forecast Daily, Weekly, or Monthly business and scheduling requirements
• Regularly manages confidential information and sensitive issues
• Establishes and maintains contacts with Coordinators and Agency Contacts regarding agency-specific scheduling requirements and process changes
• Supervises Coordinators and ensures compliance with all Company Policies
• Monitors and maintains the Coordinator’s training and certifications
• Prepares and communicates the monthly publishing activity for coordinator teams
• Prepares monthly reports for call processing and coordinator responsiveness to agency and vendor requests
• Responsible for acquiring and retaining documents needed to monitor adherence to agency scheduling parameters or special event program requirements
• Maintains departmental equipment and space inventories for individuals and teams
• May direct and manage the daily activities of the department/program through the coordinator staff 

• May create and edit various communications materials for the department/program, including printed materials, website content, and/or department newsletters
• May train entry-level coordinators. May lead support staff. May assist with interviewing, orientation, and scheduling of coordinators. Provides input for coordinator performance evaluations
• Serves as an administrative liaison with others within and outside assigned areas regarding business and financial issues on scheduling and operations
• Responsible for making routine business and financial decisions and judgment calls and may assist or make recommendations regarding complex or impactful decisions
• Performs other duties, tasks, and responsibilities as assigned by management to support organizational goals and objectives

Skills/Qualifications:

• Advanced working knowledge of standard Office Software such as Word, Excel, PowerPoint, and Outlook is preferred
• Advanced working knowledge of OfficerTRAK® is preferred
• Demonstrates the skills and competencies necessary to safely perform the assigned job, determined through ongoing skills, competency assessments, and performance evaluations
• Sufficient proficiency in speaking, reading, and writing to perform the essential functions of this job, especially with regard to activities impacting Coordinators, Agencies, Officers, and Agency Vendors
• Ability to effectively communicate with Agency Partners, Officers, Agency Vendors, and
  co-workers in a manner consistent with a customer service focus and application of positive language principles
• Ability to multitask and flexibility to meet the needs of Coordinators, Officers, Agencies, and Agency Vendors
• Knowledge of mid-level OfficerTRAK® functions and Mobile Applications, including familiarity with Agency-specific requirements
• Ability to solve problems
• Ability to remain calm in stressful situations with patience and understanding
• Excellent customer service and professional communication skills
• Proficient computer skills and ability to learn and navigate multiple software programs
• Ability to manage detailed work accurately and rapidly
• Strong training, leadership, and mentoring skills

Education/Experience:

• High School diploma or equivalent
• Certifications, licenses, and registrations may be required
• Previous experience in an office setting or dispatch center environment, including scheduling and call center experience

Job Type: Full Time / Shift will vary

Off Duty Management is an equal-opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.

This Organization Participates in E-Verify.