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State of Washington Classified Job Specification


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Class Code: 103D
Category: Administrative Services

Class Series Concept

Positions in this series manage agency-wide programs that provide assistance and problem resolution to agency clients/customers.  The intent of the series is to develop agency wide policies and procedures relating to client/customer service and to manage and supervise customer service units.


Manages a customer service unit for an agency.

Typical Work

Develops and implements statewide customer relations policies and procedures for an agency and sets unit standards and performance measures; 

Conducts continuing analysis of agency customer service and initiates corrective action to meet changing needs; 

Consults with agency management on customer relations issues and recommends changes to agency procedures to enhance access to agency services; 

Plans and directs the program of the unit and reviews work for compliance with agency policy;

Coordinates customer service training; 

Provides consultation and facilitates customer service problem resolution; 

Supervises lower level staff.

Legal Requirement(s)

There may be instances where individual positions must have additional licenses or certification. It is the employer’s responsibility to ensure the appropriate licenses/certifications are obtained for each position. 

Desirable Qualifications

Positions typically require a Bachelor’s degree and one year of experience providing assistance to customers regarding inquiries, complaints, or problems.

Class Specification History

New classes effective June 1, 2005; Customer Service Manager 4 (replaces 09470 Customer Services Manager).
Title change (formerly Customer Service Manager 4); adopted May 14, 2009, effective May 15, 2009.