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Commonwealth of Pennsylvania |
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POSITION DESCRIPTION FOR JOB POSTING |
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Position Number: 50701880 |
Description Activated On: 12/24/2025 9:01:56 AM |
Position Purpose: Describe the primary purpose of this position and how it contributes to the organization’s objectives. Example: Provides clerical and office support within the Division to ensure its operations are conducted efficiently and effectively. The purpose of this position is to lead the integration of customer service principles and best practices across the Department of Environmental Protection (DEP) in support of the agency’s modernization initiatives. The employee in this position performs advanced analytical and evaluative work to assess, develop, and improve customer service operations, ensuring that customer needs are central to agency processes. This work involves developing and overseeing strategic initiatives such as the establishment of a customer service call center, the creation of a Permit Ombudsman office, and the management of stakeholder engagement efforts. The position provides leadership in analyzing service delivery data, evaluating program performance, and formulating policy and operational recommendations to improve efficiency, transparency, and customer satisfaction. |
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Description of Duties: Describe in detail the duties and responsibilities assigned to this position. Descriptions should include the major end result of the task. Example: Types correspondence, reports, and other various documents from handwritten drafts for review and signature of the supervisor. 1. Reviews and evaluates customer service programs and initiatives to determine effectiveness, efficiency, and alignment with agency modernization goals. 2. Collects, organizes, and analyzes customer service data and feedback through surveys, system queries, and other research methods to identify trends, issues, and opportunities for improvement. 3. Develops and recommends policies, procedures, and performance measures for customer service programs to ensure compliance with state and federal requirements and consistency with DEP priorities. 4. Performs cost-benefit and impact analyses of proposed customer service improvements, including call center operations, ombudsman services, and stakeholder engagement initiatives. 5. Manages the development and ongoing operations of the customer service call center and Permit Ombudsman office to ensure timely and effective resolution of inquiries and complaints. 6. Oversees stakeholder engagement activities, including coordination with internal and external groups, to ensure diverse perspectives inform decision-making and modernization efforts. 7. Tracks, analyzes, and reports on key performance indicators (KPIs) related to customer service delivery, preparing reports, charts, and presentations for DEP leadership, legislators, and external stakeholders. 8. Serves as the agency’s subject matter expert and primary point of contact on customer service modernization requirements and best practices. 9. Functions as a lead worker by assigning and reviewing work, providing training, and performing quality control for staff involved in customer service analysis and related modernization projects; may perform the full range of supervisory duties as required. 10. Develops training materials and delivers training to DEP staff on customer service standards and practices to ensure consistency across programs. 11. Collaborates with cross-functional teams including IT, operations, and communications to integrate customer service initiatives into broader agency modernization strategies. 12. Continuously evaluates and refines customer service processes to improve efficiency, responsiveness, and customer satisfaction. 13. Prepares formal reports, policy recommendations, and procedural manuals to document and institutionalize customer service practices. 14. Performs related work as required. |
Decision Making: Describe the types of decisions made by the incumbent of this position and the types of decisions referred to others. Identify the problems or issues that can be resolved at the level of this position, versus those that must be referred to the supervisor. Example: In response to a customer inquiry, this work involves researching the status of an activity and preparing a formal response for the supervisor’s signature. • Independently determines appropriate methodologies for evaluating customer service operations and modernization initiatives. • Resolves operational issues related to call center management, feedback systems, and ombudsman processes. • Provides data-driven recommendations for policy, program, and operational changes; recommendations are reviewed by executive management for adoption. • Issues with significant fiscal, political, or legislative implications are referred to executive leadership. |
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Requirements Profile: Identify any specific experience or requirements, such as a licensure, registration, or certification, which may be necessary to perform the functions of the position. Position-specific requirements should be consistent with a Special Requirement or other criteria identified in the classification specification covering this position. Example: Experience using Java; Professional Engineer License Experience: Licenses, registrations, or certifications: 1. N/A 2. N/A 3. N/A 4. N/A 5. N/A 6. N/A |
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Essential Functions: Provide a list of essential functions for this position. Example: Transports boxes weighing up to 60 pounds.
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