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. 

Persons legally authorized to work in the U.S. under federal law, including Deferred Action for Childhood Arrivals recipients, are eligible for employment unless prohibited by other state or federal law.

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