Customer Engagement Specialist

Position Summary :Under minimal supervision, the Customer Engagement Specialist - Lead Water Service is responsible for functions related to administration of regulatory verbal and written customer communication and public outreach related to the District's Lead Service Line Replacement Program. This position collaborates cross-functionally on projects and programs with all divisions within the District and District contractors and maintains excellent communication and relationships with those areas. The Customer Engagement Specialist - Lead Water Service administer and maintain high-visibility projects, regulatory tracking of various lead initiatives, escalated customer issues and proactive stakeholder communication with residential, commercial, civic and public entities. Organization, planning, and customer communication skills are critical to succeed in this role. In addition, this position will back up, as needed, other Customer Engagement staff.

Essential Functions
•Create, develop and implement processes for tracking communication, communicate results of water testing to customers by compliance deadlines, and other responsibilities regarding regulatory compliance with the Lead Service Line District initiative.
•Ensure timeliness and assist with the distribution of federally mandated customer communications required within the Lead and Copper Rule including, but not limited to, annual letter notifications, flushing instructions, lead water testing and the use of water pitchers before and after replacement and water test results.
•Identify and implement processes, procedures, and new technologies that improve the District’s level of proactive outreach and increased customer satisfaction for this program.
•Work with other District departments to design and communicate project information on the website, customer correspondence, and with District staff in all divisions including senior management, ensuring regular updates for ongoing projects.
•Positively affect customer engagement through site visits, written communication, social media posts, signage, message boards, and all other customer touchpoints.
•Create and utilize proactive communication with customers, civic entities, leaders and other stakeholders that may be impacted by lead service line replacement work.
•Coordinate and monitor customer outreach activities and processes related to contracted and/or District lead water projects, discovery of unknown services, and lead service line replacements through infrastructure replacement or other work.
•Collaborate with community organizations to enhance outreach efforts regarding the Lead initiative, give presentations to neighborhood associations as well as District-led community outreach meetings.
•Work directly with customers to effectively communicate proactively about the lead water project and resolve any complaints or problems they may have related to the District’s work.
•Retain respectable customer relationships while working with District personnel in the scheduling of all lead service line replacement jobs.
•Foster productive and empathetic interactions with all customers.
•Collaborate with operating divisions at the District to support customer communication efforts that enhance a positive image.
•Effectively utilize technology to create letters, signage, postcards, maps, presentations, reports, and various other communication materials.
•Embrace change and maintain a professional demeanor in the implementation of all lead water initiatives.
•Fulfill responsibilities common to all Supervisory, Professional, and Administrative position as stated.