NEOGOV · 2 weeks ago
Customer Experience Coordinator
Carlsborg
Full-time
Onsite
Mid Level
$7,074/mo - $10,612/mo
3+ years expNEOGOV is dedicated to providing reliable utility services and is seeking a Customer Experience & Engagement Coordinator to enhance customer interactions across all departments. This role involves evaluating and improving customer experiences, leading modernization efforts, and coordinating community outreach programs to ensure equitable access to services.
GovTechHuman ResourcesInformation TechnologySoftware
Responsibilities
Conduct comprehensive, District-wide assessments of customer facing processes, departmental workflows, and internal communication practices to identify inefficiencies, bottlenecks, and improvement opportunities
Develop recommendations for internal process improvement, technology adoption, and potential organizational changes that strengthen both customer and employee experience
Evaluate internal and external customer touchpoints – digital, phone, email, field visits, and in-person interactions – and identify opportunities to simplify and modernize the customer journey
Lead initiatives to enhance internal alignment, ensuring that employees have clear guidance, consistent information, and modern tools required to effectively support customers
Partner with departmental leadership to clarify responsibilities, streamline customer handoffs, and reduce internal friction points that negatively impact the customer experience
Provide strategic oversight and coordination of District customer assistance and low-income support programs, ensuring alignment with District goals, Board direction, and applicable state and federal requirements
Serve as the primary liaison between the District and external partners including local assistance agencies, tribes, nonprofit organizations, and state and federal entities supporting customer energy assistance and equity initiatives
Coordinate development, implementation, evaluation, and continuous improvement of customer assistance programs, including eligibility processes, outreach strategies, and customer education efforts
Collaborate with Customer Service, Communications, Conservation, and IT to ensure customer assistance programs are clearly communicated, accessible, and supported through modern tools and streamlined processes
Lead community engagement efforts related to customer programs by participating in public events, meetings, and outreach activities, with emphasis on reaching vulnerable and highly impacted populations
Monitor legislative and regulatory requirements impacting customer assistance programs (e.g., energy assistance mandates, moratoriums, medical necessity provisions) and coordinate implementation in collaboration with affected departments
Support development and maintenance of customer-facing materials, digital resources, and self-service tools related to customer assistance and outreach programs
Promote equity, accessibility, and transparency in customer experience initiatives by integrating assistance programs into broader customer experience modernization efforts
Support development and execution of communication and engagement strategies that increase transparency and enhance customer understanding of District programs and services
Create and distribute content across digital, print, and social media channels, tailored to reach diverse demographic groups
Produce short-form educational content, project updates, outage communications, customer instruction materials, and public engagement tools
Implement demographic-specific communication strategies to meet customers where they are (e.g., short-form engagement videos, newspaper and radio, etc.)
Develop long-term engagement and experience modernization plans
Coordinate implementation of AI-powered tools to support internal efficiency and improve the customer experience
Manage and maintain (with IT support) an internal knowledge base populated with District policies, service regulations, Board minutes, resolutions, historical documents, and standard operating procedures
Support implementation of analytics tools for customer service, including call evaluations, trend identification, and coaching insights
Evaluate how existing customer service and communication software is used and recommend improvements that enhance staff workflows and the customer experience, without altering or managing enterprise-level IT systems
Progress (with IT and Customer Service support) digital self-service tools enabling customer to manage routine business online (account updates, payment management, service requests, program applications, etc.)
Coordinate development (with IT and Customer Service support) of a robust public-facing FAQ system enabling customers to receive real-time, accurate answers online
Facilitate cross-departmental communication to improve consistency, accuracy, and alignment of customer-facing information
Lead workshops, working groups, and collaborative sessions to address gaps in processes, responsibilities, or messaging
Support a culture of customer-centered thinking across the organization through training, guidance, and ongoing engagement
Ensure employees have timely updates, clear procedures, and access to communication tools
Provide strategic recommendations to senior leadership regarding technology adoption, process improvements, and organizational development
Assist with preparation for Board presentations, public reports and related agenda items
Maintain accurate documentation, procedures, and reference materials
Other duties as assigned
Qualification
Required
Accurate typing speed of 45 words per minute required
Experience conducting organizational process reviews or workflow analysis
Experience coordinating or implementing new technologies
Knowledge of public sector operations or regulatory environments
Experience leading change initiatives or cross-functional improvement efforts
Familiarity with customer experience best practices and analytics
Ability to use personal computer word processing programs, spreadsheets and databases
Excellent written and oral communication skills
Must have the ability to use independent and discretionary judgment and to analyze and solve problems
Knowledge of PUD functions, programs, organizational structure and services
Ability to deal with sensitive/confidential information in a discreet and professional manner
Ability to perform work with a high level of accuracy and professionalism
Ability to prioritize and work independently with little, and occasionally no supervision, maintaining a professional attitude with both internal and external customers
Ability to plan, organize, coordinate and prioritize a variety of responsibilities and activities simultaneously; work without close supervision and make decisions compatible with prior instructions
Ability to understand, follow and communicate accurate, clear and concise written and verbal information and instructions
Must develop a working knowledge of safe work practices and accident prevention procedures as related to job functions
Must have math, reading and writing skills required for the job functions
Demonstrate a positive attitude, and good work ethic in accomplishing all tasks
Bachelor's degree in Communications, Public Administration, Business, Marketing, Organizational Development, or a related field; or equivalent experience
Three years of Microsoft Office experience required
Valid Washington State driver's license and a safe driving record
Be a Notary Public or ability to become one
Preferred
Graphic design, video editing, or short-form content experience preferred
Benefits
Health care
Dental
Vision
Retirement
Deferred compensation plans
Health reimbursement account
Life insurance
Holidays
Paid time off
Sick leave
Company
NEOGOV
NEOGOV is the leading provider of workforce management software uniquely designed for the public sector, education, and public safety.
501-1000 employees
H1B Sponsorship
NEOGOV has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (13)
2024 (10)
2023 (10)
2022 (18)
2021 (14)
2020 (16)
Funding
Current Stage
Late StageTotal Funding
$700MKey Investors
Warburg Pincus
2025-07-28Secondary Market· $700M
2025-07-28Acquired
2021-06-02Private Equity
Leadership Team
Shane Evangelist
CEO
Brandon McDonald
Head Of Marketing
Recent News
Canada NewsWire
2025-11-14
2025-11-14
Government Technology US
2025-10-31
Company data provided by crunchbase