Salary Range: $64,893 - $104,479 Salary Grade: 21 FLSA: Exempt
Purpose of Classification:
The purpose of this classification is to plan, organize and supervise personnel in the provision of customer service functions to resolve problems and complaints in assigned department. Essential Functions: Supervises, directs, and evaluates assigned staff; develops and oversees employee work schedules to ensure adequate coverage and control; compiles and reviews timesheets; approves/processes employee concerns and problems and counsels or disciplines as appropriate; assists with or completes employee performance appraisals; directs work; acts as a liaison between employees and management; and trains staff in operations, policies, and procedures; and oversees employee disciplinary action and other employees' issues. Resolves both internal and external customer service issues; reviews and resolves all customer complaints submitted online, from Dispatch, the CEO Office, Director's Office, Assistant Director, and Commissioners' Offices; and resolves internal complaints concerning customer service, dispatch, billing, and data entry. Performs claims investigation and management. Develops short-term and long-range plans for the department.
Minimum Qualifications: Bachelor's degree in Business/Public Administration or a related field required; five years of experience in customer service which includes one year at the supervisory level; or any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this job.
Specific License or Certification Required: Must possess and maintain a valid Georgia driver's license.
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