|
Customer Advocacy Supervisor |
|
Pay Grade:
|
G13
|
|
FLSA Status:
|
Exempt
|
|
Monthly Salary Range:
|
$4,300 - $5,489
|
|
Annualized Salary Range:
|
$51,600 - $65,868
|
|
Authorized:
|
4/2007
|
|
Revised:
|
/
|
Job Summary
This classification is primarily responsible for performing tasks in the following areas: Supervisory/Administrative; Program, Policy, and Procedure Review, Analysis, and Support; Information Tracking and Reporting; and Document and Correspondence Preparation. Work mainly involves having primary responsibility for full-time supervision of staff including hiring/firing, corrective action, and completing and conducting performance evaluations.
Supervision
Supervision Received
This class works under direction, receiving general instructions regarding the scope and approach to projects or assignments, but procedures and techniques are left to the discretion of the employee.
Supervision Exercised
This class provides direct and/or indirect supervision to lower level personnel.
Distinguishing Characteristics
N/A
Essential Functions
A. Supervisory/Administrative
Duties may include:
Coordinate, assign, and review work and office coverage. Monitor customer advocacy calls and provide feedback. Resolve employee issues and grievances; prepare performance evaluations; determine individual performance goals. Provide training to new employees. Track unit expenditures and assist in developing department budget. Other duties as assigned.
B. Program, Policy, and Procedure Review, Analysis, and Support
Duties may include:
Evaluate complaints by investigating and obtaining new information Review and make independent judgment on appropriateness of resolution. Organize case, element by element, to allow favorable decision, applying rules to facts. Develop methods or procedures related to programs or policies. Maintain or develop administrative guidelines, manuals, and materials. Research and survey issues and other agency practices related to existing, new, or proposed policies, procedures, or programs. Other duties as assigned.
C. Information Tracking and Reporting
Duties may include:
Monitor status of passenger complaints to ensure resolution and written response from designated investigator. Analyze passenger complaints to determine potential patterns of violations, District procedure violations, service reliability issues, and quality of service issues. Review and enter passenger complaints into department database. Generate and provide complaint status report to department manager. Recommend corrective actions. Coordinate with other departments to resolve complaints and analysis of trends.
D. Public Information Services
Duties may include:
Represent the department and District at various meetings within the District and with external groups on customer advocacy issues. Respond to complaints and requests for information in writing, over the telephone, and in person. Enhance quality and responsiveness to complaints. Attend public information meetings on behalf of the District. Other duties as assigned.
E. Other
Duties may include:
Review informational material about subject area to keep current on new policies or program changes to existing policies, programs, procedures. Attend continuing education and training workshops. Other duties as assigned.
Job Demands
Physical and Mental Requirements:
(1) Mobility: frequent use of keyboard; frequent sitting for long periods of time; occasional bending or squatting. (2) Lifting: frequently up to 10 pounds; occasionally up to 25 pounds. (3) Vision: constant use of overall vision; frequent reading and close-up work; occasional color and depth vision. (4) Dexterity: frequent repetitive motion; frequent writing; frequent grasping, holding, and reaching. (5) Hearing/Talking: frequent hearing and talking, in person and on the phone. (6) Emotional/Psychological: frequent decision-making and concentration; frequent public and/or coworker contact; occasional working alone. (7) Environmental: frequent exposure to noise.
Knowledge and Abilities
Required Knowledge of:
Intermediate statistical analysis, including methods and techniques of tracking, recording, and presenting statistical data.
General methods of tactful public communication.
Principles and practices of customer service.
Principles of supervision and motivation theory.
Correct English usage and grammar.
Public relations methods.
Required Ability to:
Work in a fast-paced environment, prioritize work and meet critical deadlines.
Establish and maintain effective working relationships with others.
Present a positive image of the District.
Handle all internal and external contacts with courtesy, diplomacy, and tact.
Read, analyze, and interpret District policies, including the District's policy on provision of service to elderly and disabled passengers.
Write reports, business correspondence, and procedure manuals. Effectively present information and respond to questions from groups, managers, customers, and the general public.
Effectively investigate, resolve, and respond to customer complaints
Resolve conflict among employees and with District customers and collaborate on solutions to enhance customer service.
Analyze customer complaint and comment data in order to identify trends, issues, or opportunities, including the preparation of complex reports.
Educate District personnel on issues, trends, or opportunities identified through the customer compliant process.
Learn departmental systems, methods, office procedures, and protocol.
Learn SAP system processes related to department and job.
Learn, analyze, interpret and apply laws, rules, and regulations relating to the Americans with Disabilities Act (ADA).
Learn, the District’s collective bargaining agreements
Understand instructions; reason and make judgments.
Maintain accurate records and files.
Required Computer Skills with:
Common word processing software.
Common spreadsheet software.
Common database applications.
Accounting or operations software functionality.
Email, contact management, and scheduling software.
Project management software.
Presentation software.
Minimum Qualifications — Any combination of education and experience that would likely provide the required knowledge and abilities is qualifying. A typical way to obtain the knowledge and abilities would be:
Required Prior Education:
A bachelor’s degree or equivalent in business, management, or a closely related field. Six years of additional qualifying experience may substitute for the required education.
Required Prior Experience:
Three years of increasingly responsible experience in customer service or working with persons with disabilities and seniors. One year experience in a lead or supervisory position preferred.
