Customer Service Associate 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. Incumbents at this level 'lead and direct' a group of three or more individuals. There is virtually no authority for personnel actions normally associated with full supervisory status (e.g., salary increases, promotions, performance reviews, disciplinary actions). Coordinates the day-to-day operations of a group of employees. 'Leading and directing' is usually restricted to assigning, monitoring and reviewing progress and accuracy of work, directing efforts and providing technical guidance on more complex issues. Most of the work time is spent performing many of the same duties as subordinate employees. Under FLSA, incumbents in this position are nonexempt.