This is the supervisory level of the series. Positions direct the work of Customer Service Specialists who are responsible for resolving customer service inquiries, concerns, and problems within an assigned segment area. Provide leadership, guidance, mentoring, support, and ongoing feedback to staff and conducts performance evaluations. Positions may supervise volunteers.

Plans and directs the work of staff; reviews work for compliance with agency policy; analyzes, monitors, and assigns tasks, workload and performance standards to ensure smooth flow of work; recommends appropriate employee personnel actions, placements, corrective action and reassignments;

Conducts continuing analysis of customer service, identifies problems, analyzes business, management or technology needs and initiates action to meet changing business needs;

Consults with agency management on client/customer relations issues; recommends changes to agency procedures to enhance access to agency services and agency specific web tools, applications and/or online systems;

Analyzes agency policy and practices and collaborates with other supervisors/management to develop, modify, or improve policies and procedures; provides input regarding regional and statewide goals;

Coordinates with and makes recommendations to local, regional and agency management regarding staff/unit requirements and budgetary needs;

Develops and implements customer service training;

Reviews customer inquiries, concerns or problems and resolutions to ensure client/customer issues are appropriately resolved;

Provides consultation and facilitates customer service problem resolution;

Performs other duties as required.

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.

High school diploma or equivalent and four years of experience providing assistance to clients/customers regarding inquiries, complaints or problems.

New class effective June 1, 2005; Customer Service Specialist 4 (replaces 09460 Customer Services Specialist 4; 69980 Customer Services Specialist, Marine).
Revised typical work and desired qualifications, adopted June 13, 2019; effective July 1, 2019.
Revised legal requirements; effective June 6, 2024, due to adopted legislative action.
Added class series concept; revised definition; added distinguishing characteristics; revised typical work and desirable qualifications; adopted June 23, 2025; effective July 1, 2025.