Customer Services Specialist

DIVISION

Superior Court

CLASS DEFINITION

This class is accountable for performing and supervising customer service activities for Superior Court.

SUPERVISION RECEIVED

Works under the general supervision of an employee of higher grade.

SUPERVISION EXERCISED

May lead/supervise lower level employees as assigned.

EXAMPLES OF DUTIES

Develops, conducts and improves customer surveys; analyzes data and makes recommendations; sets up and facilitates focus groups; reviews and analyzes customer service operations and recommends process and project improvement activities; prepares statistical and narrative reports on customer service activities; conducts training in public service excellence, customer service and continuous quality improvement; leads and facilitates project teams; performs work flow analysis; resolves customer service problems; may assist other units with customer service activities; serves as member of a variety of committees and work groups; may supervise clerical staff engaged in providing customer service activities; may perform clerical duties; performs related duties as required.

MINIMUM QUALIFICATIONS REQUIRED KNOWLEDGE, SKILLS, AND ABILITY

Considerable knowledge of office administration and management; knowledge of continuous quality improvement principles and techniques; knowledge of and ability to provide training; basic knowledge of statistics; interpersonal skills; oral and written communication skills; computer skills; ability to analyze data and prepare reports.

EXPERIENCE AND TRAINING

General Experience:

Four years of secretarial/clerical experience at or above the level of Administrative Clerk or its equivalent.

Special Experience:

One year of the General Experience must have included training other employees.

Substitutions Allowed:

College training may be substituted for the General Experience on the basis of fifteen semester hours equaling one-half year of experience to a maximum of four years for a Bachelor's degree.

SPECIAL REQUIREMENT

Incumbents may be required to travel in the course of their daily work.