Customer Service Intermediate Supervisor Consumer

Description

Supervises employees and coordinates a customer service program within the framework of established customer service policies. Schedules and organizes personnel to accommodate anticipated workflow. Recommends corrective services to adjust customer complaints. Communicates, implements and interprets customer service policies and procedures. Develops, recommends, and coordinates the implementation of new procedures. Ensures the efficient utilization of customer service equipment (phones, computer terminals, etc.). Evaluates the effectiveness of customer service operations. Coordinates customer service function with other departments. This is the first level of full supervision. Employees in this classification supervise three or more full-time equivalent employees every week. Direction is over a permanent status-continuing function, not a collection of employees assigned to complete a project. Management duties include interviewing, selecting and training of employees; setting and adjusting their rates of pay and hours of work; planning and directing their work; appraising their productivity and efficiency for the purpose of recommending promotions or other changes in their status; handling their complaints and grievances and disciplining them when necessary. Management responsibilities include the authority to hire, fire, or promote assigned employees or make recommendations that are given particular weight. Employees may spend time performing many of the same duties as subordinate employees. Generally, the subordinate group performs a single task or multiple, but closely related tasks. Under FLSA, this is the exempt job classification for this title. Incumbents in this position must meet the full criteria for exempt status: salary level, salary basis, and duties tests.