State of Washington Classified Job Specification
CUSTOMER SERVICE MANAGER
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.
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.
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.
Positions typically require a Bachelor’s degree and one year of experience providing assistance to customers regarding inquiries, complaints, or problems.
Class Specification History
Title change (formerly Customer Service Manager 4); adopted May 14, 2009, effective May 15, 2009.