TELECOMMUNICATIONS CUSTOMER SERVICE MANAGER 35334

12/01/93 B

This is the fourth class and managerial level in the Telecommunications Customer Service series. Positions in this class develop, implement, and evaluate programs to provide telecommunications services and equipment to state agencies and institutions. This class is distinguished from the Telecommunications Customer Service Lead Representative by its responsibility for managing a unit of subordinate positions coordinating telecommunications services between customers and vendors for customer agencies and institutions statewide.

Complexity of Work: Performs work of considerable difficulty managing the process which provides telecommunications services to state agencies and institutions. Positions in this class develop, revise, implement, and evaluate programs, policies, and procedures related to telecommunications customer services; review and approve/disapprove service orders prepared by staff before the release to vendors; and monitor the status of all outstanding service requests to determine and correct processing failures. Positions assign customer agencies and institutions to staff; plan for unusual projects and make temporary staff assignments; and evaluate customer service and make changes accordingly. Positions participate in personnel actions, to include recruitment and selection, evaluation, and training and development of subordinate staff.

Supervision Given: Supervises a staff of Telecommunications Customer Service Lead Representatives; Telecommunications Customer Service Senior Representatives; Telecommunications Customer Service Representatives; and office support staff.

Supervision Received: General direction is received from an Information Technology Accounting and Billing Manager or other agency administrator.

Scope: Work affects the efficiency of the provision of telecommunications services to state agencies and institutions.

Impact of Actions: Effective job performance ensures timely and efficient telecommunications services for state agencies and institutions. Ineffective job performance may result in time delays, financial costs, and the loss of customer goodwill.

Personal Contacts: Frequent internal contacts with customer agencies and institutions and Department of Information Technology engineers to coordinate the delivery of services and equipment and frequent external contact with equipment and services vendors to product and price information and coordinate the delivery of equipment and services.

Knowledge: Comprehensive knowledge of telecommunications applications and technologies and state procurement policies, procedures, and regulations. Considerable knowledge of supervisory policies and procedures.

Skills: None.

Abilities: Demonstrated ability to communicate orally and in writing; use microcomputers; manage a complex, customer-service oriented function; develop and implement policies and procedures; and supervise staff.

QUALIFICATIONS GUIDE*

License or Certification: None.

Education or Training: Graduation from an accredited college or university with major course work in financial management, telecommunications services, or a related field.

Level and Type of Experience: Progressively responsible supervisory/management experience in customer service related to telecommunications applications and technologies.

An equivalent combination of training and experience indicating possession of the preceding knowledge and abilities may substitute for this education and experience.

This class was developed by the Department of Information Technology effective December 1, 1993.