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Customer Service Director

Directs employees, through subordinate levels of management, engaged in receiving calls and inquiries, investigating, evaluating, and settling complaints and claims of customers. Assists the Customer Service Top Officer in planning, formulating customer service policies, and directing and coordinating the company's customer service activities. Typically reports to Customer Service Top Officer and Customer Service Managers may report to this position.: Providing administrative support to sales activities may be part of the director's responsibilities. Such administrative support activities may include, but are not limited to, processing customers orders, supplying price quotations, supplying product information, keeping sales statistics, and other related activities. Oversees the investigation of complaints, such as those concerning rates or service in connection with any product or service offered. Analyzes reports of findings and recommends response to complaint, considering nature and complexity of complaint, requirements, actions of subordinates to ensure settlements are made correctly. Authorizes retention of data and preparation of documents for use during governmental or customer inquiries.

Chief Customer Service Officer

Plans, develops, and establishes policies and objectives of customer service in accordance with objectives of organization. Reports, typically, to Chief Operating Officer and has Director Customer Service reporting to this position.: Confers with organization officials to assure customer service objectives are in concert with business plans and objectives. Develops organizational customer service policies and coordinates related functions. Directs and coordinates customer service programs and activities. Explains firm's customer service programs and how use of programs can promote customer relations and sales. Directs employees engaged in customer service who may provide product support, investigate, evaluate, and settle complaints and other related programs. Directs customer service employees concerning products, rates or service in connection with products or services offered. Analyzes reports of findings and recommends response to customer service issues considering nature and complexity of the issue. Directs the activities and actions of subordinates to ensure customer service issues are handled correctly. Authorizes retention of data and preparation of documents. Prepares activity reports for evaluation by management.

Director Customer Service

Customer Service Top Officer

Customer Service Manager

Manages by directing and coordinating subordinate customer service staff in connection with any product or service offered. Manages workers who investigate complaints, such as those concerning rates or service. Analyzes reports of findings and recommends response to complaints, considering nature and complexity of complaints, requirements, and actions of subordinates to ensure settlements are made correctly. Typically reports to director level and may have supervisory positions reporting to this position.: Studies schedules and estimates time, cost, and labor estimates for services, and/or completion of job assignments. Develops and implements methods and procedures for monitoring work activities, such as preparation of records of expenditures, progress reports, etc., in order to inform management of current status or work activities. Analyzes department budget to identify budget needs and/or reductions, and may allocate operating budget's funds. Interprets company policy to employees and enforces company policy and practices. May authorize retention of data and preparation of documents for use during governmental or customer inquiries. May recruit, hire, train staff, evaluate employee performance, and initiate promotions, transfers, and disciplinary action.

Customer Service Supervisor

Assists with planning, directing, and coordinating activities of customer service workers engaged in ensuring customer satisfaction through processing orders and coordination with other departments or functions as required. Directs workers to investigate complaints or concerns, such as those concerning rates or service in connection with any product or service offered. Reports to a director or manager.: Reviews reports of findings and recommends response to customer issues, considering nature and complexity of issues, requirements, and actions of subordinates to ensure settlements are made correctly and satisfactorily. Maintains equipment level and type sufficient to accomplish objectives. Authorizes retention of data and preparation of documents for use during governmental or customer inquiries. Ensures compliance with established customer service policies and procedures. Recommends and implements new procedures. May receive, investigate, evaluate, and settle complaints and claims of customers. May explain to customer, by telephone or letter, action taken on complaint, or may follow up with customer to see that resolution was satisfactory.

Customer Facilities Supervisor

Supervises and coordinates activities of workers engaged in installation, repair, and maintenance of telephone facilities, such as private and public telephones, switchboards, teletypewriters, and related electromechanical equipment: inspects customer's premises to determine location of telephone and installation procedures. Directs installation of telephones and auxiliary equipment, such as brackets, wires, and clamps. Connects wiring to outside cable terminals, tests installed instruments and circuits continuity or to locate malfunctions, using tone and flicker sets. Directs workers in repair or replacement of faulty equipment. Performs other duties as described under supervisor. May be designated according to particular activity supervised as installation supervisor; transmission-maintenance supervisor; or manager, prorate when supervising equipment inspector in rural areas.

Customer Service Representative Supervisor

Supervises and coordinates activities of customer service representatives engaged in handling service orders and telephone complaints of customers: monitors service calls service observer to observe employee's demeanor, technical accuracy, and conformity to company policies. Recommends corrective services to adjust customer complaints. Answers questions about service. Keys information into computer to compile work volume statistics for accounting purposes and to keep records of customer service requests and complaints. Checks accounting ledger and order postings for errors. Performs other duties as described under supervisor.

Customer Services Manager

Plans, directs, and coordinates activities of workers engaged in receiving, investigating, evaluating, and settling complaints and claims of telegraph customers: directs workers to investigate complaints, such as those concerning rates or service in connection with domestic, international, or special-gift telegrams. Analyzes reports of findings and recommends response to complaint, considering nature and complexity of complaint, requirements of governmental utility-regulation agencies, and policies of company. Reviews actions of subordinates to ensure settlements are made correctly. Authorizes retention of data and preparation of documents for use during governmental or customer inquiries.

Customer Technical Services Manager

Directs and coordinates activities of department in manufacturing establishment concerned with providing customers technical services in conjunction with marketing activities: coordinates technical liaison services between management, production department, sales department, and customers with newly developed techniques or practices in processing company products, and to inform customers of new types, specifications, and end-uses of products. Confers with production department managers to assist in specific classification of products from quality assurance position, report on new product or process technology of competitors, and to discuss new specifications required by customers. Directs investigation of customer complaints regarding quality, tolerances, specifications, and delivered condition of products. Records, analyzes, and informs concerned personnel of production quality assurance, and sales departments of status and disposition of customer complaints and claims. Negotiates settlement of claims, for which company is responsible, within limits prescribed by management. May survey potential markets for increasing sales.

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