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.

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.

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.

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


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


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

Equivalent education/experience.

Shadow class adopted June 23, 2025; effective July 1, 2025.