Customer Service Outreach Coordinator

About the role

At the City of High Point, we celebrate the creator in everyone. Building on our rich cultural history steeped in industrialism and innovation, our employees seek not only to transform themselves, but the world around us. We are collaborators, we are makers, we are visionaries. We invite you to explore the many opportunities to serve our community, by sharing your talents, skills, and expertise. You'll join a diverse team of over 1300 individuals dedicated not just to making a career, but a difference; because what we create in High Point, changes the world! Our Core Values: Integrity : Saying what we mean and consistently doing what we say with no desire other than the good of the citizens we serve. It means standing up for beliefs. Responsibility : A continual process that emphasizes a high level of personal accountability by each member of the organization. Partnership : Adding competitive value and quality to the services provided to our residents, businesses, and visitors through responsible fiscal stewardship, increased innovation, greater use of technology, and expanded civic, neighborhood and regional partnerships.

Responsibilities

• Work is performed under the general supervision of the Customer Service Director or designee.
• Essential Tasks & Responsibilities:
• Develops and implements customer experience and engagement initiatives that increase awareness and understanding of City utility services, programs, and customer service tools.
• Coordinates communication efforts between Customer Service, Marketing, Information Technology, and other City departments to ensure consistent messaging and accurate customer information.
• Assists in the development and distribution of educational materials, guides, and digital content related to utility services, billing processes, service programs, and customer systems.
• Educates customers on the use of the City's customer portal, payment options, alerts, and other digital service tools to improve accessibility and adoption.
• Supports communication efforts related to system initiatives including Advanced Metering Infrastructure (AMI), customer portal enhancements, and other customer-facing technology improvements.
• Assists in promoting customer awareness of available tools and services that help customers better manage their utility usage and accounts.
• Participates in community outreach activities, workshops, and public events to provide information and promote City services.
• Monitors customer feedback, service trends, and engagement metrics to help identify opportunities to improve communication and customer understanding.
• Tracks outreach activities and prepares reports on engagement efforts, participation levels, and communication effectiveness.
• Assists with communication during service disruptions, outages, or other high-impact events to ensure customers receive timely and accurate information.
• Maintains communication channels including website content, informational materials, and digital communication platforms to ensure information remains current and accessible.
• Coordinates with intern

Benefits

Additional Information

Compensation Range Please note: This job opening may close earlier than the stated date, due to high candidate volume. If interested, we encourage you to apply as soon as possible.

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