Resolves escalated, advanced, or complex customer service matters in call centers, offices and intake areas. Applies heightened judgment and decision-making to elicit and provide advanced information, and to authorize special services and account adjustments. Demonstrates exemplary customer service skills to efficiently, effectively, and courteously resolve customer requests, complaints, and needs of escalated, advanced or complex natures. Assists in supervision of daily call center activities and special projects, to include training personnel as well as developing and implementing new procedures and guidelines.
High School Diploma or GED (required); and three years as a customer service representative in a call center
An equivalent combination of experience, education, and training that would reasonably be expected to perform the job competencies noted.
JOB SPECIFIC COMPETENCIES
Note: The following duties are illustrative and not exhaustive. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position. Depending on assigned area of responsibility, incumbents in the position may perform one or more of the activities described below.
This classification description is not intended to be, nor should it be construed as an all-inclusive list of the duties associated with a particular position. Management may require incumbents to perform job duties other than those contained in this document at any time.
CLASS: CUSVANGENK; EST: 3/20/2016; REV: 4/13/2016;