Description
Function as an internal customer service and communication consultant to assess, measure, and enhance the performance of employees. Work as a business expert identifying opportunities to partner with employees to support the organization?s business goals and objectives. Direct performance improvement projects and designs and implements performance improvement interventions. May design and execute training programs in customer service, communication skills, service recovery and other related topics. Measure and monitor effectiveness of consultative engagements. Maintain expert knowledge of customer service tools and resources to ensure consistency across the system and sharing of best practices. Employees in this classification typically analyze, compare and evaluate various courses of action and have the authority to make independent decisions on matters of significance, free from immediate direction, within the scope of their responsibilities. Primary activities and decision making authority are predominantly performed independently affecting business operations to a substantial degree. 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.