Definition

Plans, organizes, and manages a designated customer service program for an agency sub-division or location.  Positions supervise customer service staff or volunteers.   

Positions responsible for an agency’s statewide customer service program are allocated to the Customer Service Manager occupational category. 

Typical Work

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

 

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

 

Develops and implements customer service training;

 

Uses computer applications and software to track the resolution of client/customer issues;

 

Provides consultation and facilitates customer service problem resolution; 

Performs other duties as required. 

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

An Associate’s degree AND four years of experience providing assistance to clients/customers regarding inquiries, complaints or problems;  

OR 

A Bachelor’s degree AND two years of progressive experience providing assistance to clients/customers regarding inquiries, complaints, or problems

OR

Equivalent experience providing assistance to clients/customers regarding inquiries, complaints or problems

Class Specification History

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.