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Director.The Customer Service Manager will be responsible for developing and implementing a strategy to improve the Department of Human Services'customer service experience and engaging customers,stakeholders,and employees to better understand the need to improve customer service delivery.The Customer Service Manager will also ensure DHS has a system of shared values,standards,professional development,and behaviors for delivering a great customer experience.Work at this level requires extensiveanalysis and continuing evaluation of agency programs to establish comprehensive solutions or develop new concepts,theories or programs which will include the procedures and ideas of others or resolve unyielding problems.The CustomerService Manager will support and report to the Director,who provides administrative direction with assignments in terms of broadly defined missions or functions.The incumbent has responsibility for independently planning,designing and carrying out programs,projects,studies or other work.The work consists of analysis of broad programmatic functions and activities.Assignments are characterized by broad and intense efforts and involve several phases being pursuedconcurrently or sequentially with the support of technical,program and management personnel within and outside the organization.The work concerns areas where little or no established practices or precedents are available to assist inproblems solving,where progress is difficult and where new techniques and approaches need to be devised.Results ofthe work are considered technically authoritative and are normally accepted without significant change.If the work should be reviewed,the review concerns such matters as fulfillment of program objectives,effect of advice and influence on the overall program or the contribution to the advancement of technology.Recommendations for new projects and alteration of objectives usually are evaluated for such considerations as availability of funds and other resources,broDevelops shared values,standards,training and related guidance to enhance employee skills and behaviors for delivering great customer service experience.Utilizes both qualitative and quantitative customer feedback to understand the customer experience and to determine opportunities to make key policy,process,and system changes.Drives process andsystem improvements to shorten complaint resolution times and lessen wait times for service.Develops,oversees and works to implement the ideal customer experience for new and existing services.Consolidates contact centers for efficiency and for more streamlined visibility to programs.Creates referral system for recurring issues that may suggest further policy-review is needed.Streamlines websites,improves self-service,and creates a consistent IT customer experience across all channels.Instills the discipline of a continuous feedback loop for eligibility workers and case managers,to include QA/QC and assessment of fidelity to existing policies and procedures.Creates a strong,customer-centric culture complete with training,support,accountability and ownership at all levels in the agency.Justifies,defends,negotiates or settles matters involving significant or controversial issues,e.g.,recommendations affecting majorprograms,dealing with substantial expenditures or significantly changing the natture and scope of organizations.Participates in conferences,meetings,or presentations involving problems or issues of CC?considerable consequence or importance.Communicates with individuals that typically have diverse viewpoints,goals or objectives requiring the incumbent to achieve a common understanding of the problem,a satisfactory solution through persuasion and a compromise ordeveloping suitable alternatives.","cbCaiuju4JrpW7lt","https://ap.wps.com/l/cbCaiuju4JrpW7lt","pdf",821604,"English","# Job Summary\n## Duties and Responsibilities\n## Qualifications and Education","[{\"question\":\"What is the 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for recurring issues, and streamlines websites to improve self-service and IT customer experience across channels.\"}]","Customer Service Manager - MS-15 - Job Summary | PDF",1789370305]