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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. (Source: eDOT Job Description)
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