JOB TITLE: DIRECTOR OF CUSTOMER SERVICE, PLCB

JOB CODE: 02389

DEFINITION: This is administrative and professional work directing and managing the customer service program for the Pennsylvania Liquor Control Board (PLCB).

The employee in this job directs the operations of a customer service call center, which receives customer inquiries and complaints relating to both retail and on-line shopping experiences as well as oversees the research and analysis into customer service trends and impacts to policies and processes that affect the overall customer service experience of the agency. Work includes directing the collection, tracking, and reporting of data generated by customer inquiries and overseeing the analysis of customer service data in order to establish trends, problems, or opportunities to improve upon the customer experience. Work involves formulating and implementing policies and procedures impacting the bureau and the agency’s customer service program; developing bureau goals, objectives, and priorities; and advising senior agency executives and directors on the impacts that policy and procedural changes may have upon the overall customer experience. General direction is given by a senior executive who assigns work in broad goals and objectives. Supervision is exercised over administrative staff, and work is performed with a high degree of independence and reviewed through meetings and reports for the attainment of goals, objectives, and program quality.

EXAMPLES OF WORK: (NOTE: The examples of work are representative of the work, but every position classified to this job may not perform all examples of work listed. Conversely, this is not an all-inclusive list of work examples.)

• Directs the agency’s call center operations and establishes procedures for customer service representatives.

• Establishes metrics in order to identify acceptable performance levels for all staff.

• Directs, develops, and implements policies, procedures, and regulations to improve the customer service program’s efficacy.

• Conducts needs assessments and capacity planning analyses.

• Reviews and approves all business processes within the bureau.

• Directs and oversees the collection and analysis of data on customer behavior and shopping trends for both retail and on-line shopping.

• Directs and oversees the research into customer service trends, problems, or opportunities.

• Provides project management oversight to all assigned projects.

• Leads cross functional teams in determining root cause analyses to issues affecting the customer experience and oversees the respective mitigation efforts.

• Provides strategic guidance to executives and directors on policies and procedural changes.

• Represents the customer experience by providing data driven insights during executive level meetings.

• Performs the full range of supervisory duties.

• The employee in this job may participate in the performance of subordinates’ work consistent with operational or organizational requirements.

• Performs related work as required.

ENTRY LEVEL KNOWLEDGES, SKILLS, AND ABILITIES:

• Knowledge the principles and practices of customer service.

• Knowledge of the principles and practices of quantitative data analysis.

• Knowledge of the principles and practices of qualitative data analysis.

• Ability to analyze program information and statistical data to develop policy recommendations.

• Ability to read, analyze, and interpret policies, procedures, and regulations.

• Ability to analyze and interpret written and numerical information.

• Ability to communicate effectively orally.

• Ability to communicate effectively in writing.

• Ability to establish and maintain effective working relationships.

FULL PERFORMANCE KNOWLEDGES, SKILLS, AND ABILITIES: (NOTE: These are expected of an employee performing the work of this job at the full performance level. These are not used for merit system evaluation or examination purposes and are not position-specific performance standards.)

• Knowledge of the principles and practices of public administration.

• Knowledge of the principles and practices of business administration.

MINIMUM EXPERIENCE AND TRAINING: (NOTE: Based on the Entry Level Knowledges, Skills, and Abilities)

• Five years of professional experience directing a customer service call center or the customer relations or outreach program for a business, charity, government, or non-profit and a bachelor’s degree;

or

• Three years of professional experience directing a customer service call center or the customer relations or outreach program for a business, charity, government, or non-profit and a master’s degree;

or

• An equivalent combination of experience and training.