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Director Customer Service

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.

Customer Service Top 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.

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 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 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.

Supervisor Customer Complaint Services

Supervises and coordinates activities of workers engaged in resolving customer problems and complaints concerning matters, such as merchandise, service, and billing: reviews customer-complaint correspondence, notes any suggestions, and assigns complaint to customer-complaint clerk for action. Advises subordinates on handling difficult customer complaints, or may handle complaint personally. Confers with other supervisory or managerial personnel to recommend changes in order to avoid recurring customer complaints. May explain to customer by telephone or letter action taken on complaint. May follow up with customer to see that complaint was satisfactorily resolved. May be designated according to type of problem as supervisor, lost and found. Performs other duties as described under supervisor.

Supervisor Customer Records Division

Supervises and coordinates activities of workers engaged in receiving requests from customers pertaining to connection, transfer, or disconnection of gas and electric-power services, issuing service connection orders, and maintaining records concerning service connection: interprets company policies and work procedures for employees pertaining to customer contacts, service complaints, preparation and disposition of work orders, and maintenance of service records. Sorts and distributes completed meter orders. Reviews completed meter orders to assure entry of rates, constants, and demand. Reviews incomplete orders to determine procedure for disposition. Prepares annual operating budget, and special and regular reports. May receive money collected by workers for special connections. Performs other duties described under supervisor.

Customer Services Instructor

Conducts classroom instruction, on-the-job training, and orientation sessions for new and experienced ground personnel on various subjects, such as aircraft and station familiarization, company policies and procedures, and specific job duties: develops and prepares course outlines, instructional procedures, and study materials for nontechnical occupations in such areas as airfreight, customer services load planning, ramp services, reservations, and ticketing. Presents course material through use of audiovisual aids, classroom lectures, on-the-job training, and printed handouts. Tests student's progress, using oral interviews, written examinations, and performance tests to ascertain comprehension of subject matter. Prepares reports of attendance, grades, and training activities. Keeps records of training accomplishments and confers with supervisory personnel regarding training needs. Conducts recurrent on-the-job training or classroom instruction to acquaint experienced workers with changing procedures or with use of new equipment. Coordinates training activities with local station manager. May conduct special training programs in company and industry procedures, regulations, rules, and techniques relating to passenger travel for workers employed by travel agencies.

Customer Service Representative Instructor

Conducts classroom and on-the-job training for customer-service representatives: instructs employees on company policies, systems, and routines for handling customer service requests, following prescribed training program. Explains service forms and company procedures, using training aids, such as tape recorder, motion picture films, and slides. Listens to or takes recordings of trainees handling customer service calls to detect errors. Discusses errors and problems to improve techniques in handling calls.

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