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State of Georgia Job Description

Job Title: SS: Customer Service Spec (SP)
Job Code: 61880
Last Update: 9/1/2010
Salary Plan: Statewide Salary Plan (SWD)


(SWD)

Job Description, Responsibilities, Standards, and Qualifications

Job Description:


Oversees staff that communicates with the general public, internal customers and/or external customers to provide information and recommendations targeted to meet customer expectations. Resolves complicated issues involving customer service and/or researches governing policies, procedures or laws to respond to clients or visitors. Supervises and plans work of assigned staff.


Job Responsibilities & Performance Standards:

1.
Supervises and plans work of assigned staff
2.
Advises and assists customers, applicants, visitors, personnel and/or officials regarding regulations, policies and procedures
3.
Compiles statistics from source materials, such as call center records, production and sales records, quality control and test records, time sheets, and survey sheets
4.
Develops and implements operational procedures and coordinates training programs
5.
Generates written responses to customer inquiries
6.
Performs research to provide information or respond to customer/visitor requests
7.
Receives, analyzes, processes, mediates and responds to complaints, inquiries and requests for information and/or assistance received from the general public
8.
Resolves complicated customer service issues (ie consumer protection issues, specific program complaints, tourism issues, legislative services, etc), or direct customer to appropriate agency
9.
Serves as a liaison for operational issues


Sample Technical Competencies:

No Competencies & performance standards information is available.


Entry Qualifications:

Two years of experience at lower level or at an equivalent position OR Five years of lead/supervisory worker experience in a customer service setting communicating information OR Bachelors degree AND Three years of lead/supervisory experience in a customer service setting


Preferred Qualifications:

No preferred qualifications information is available.



Career Development Levels:

No Levels & performance standards information is available.

NOTE:
Job description information is extracted daily from the official Phoenix HRMS Job Code database. Problems in conversion may cause formatting errors in some job descriptions.

The information presented, while not an exact or exhaustive listing, describes the work, performance standards, and qualifications typically required of positions or employees in this job. A specific position description or employee performance plan may differ as long as it is consistent with the core Responsibilities, Standards and Qualifications of that job.
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