[The Director of Customer Service is selected by and responsible to the Deputy Executive Director and performs highly advanced managerial work providing direction and guidance in the strategic operations and planning of the Customer Service Division. The Director of Customer Service oversees the operations of the Customer Service Division and contact center staff; coordinates and evaluates division activities; reviews and approves division budget; and recommends activities to produce a more effective customer service program. The Director oversees the preparation, interpretation and dissemination of information about the agency's programs; responds to complex inquiries regarding technical program and administrative regulations, policies and procedures; and establishes priorities, standards and evaluation tools for determining progress in meeting goals. The Director of Customer Service gathers and analyzes statistics for use in the management of the agencys customer service program and to support preparation of the divisions operating budget, legislative appropriations requests and performance reports. Work is performed under minimal supervision with extensive latitude for the use of initiative and independent judgment.

　　Essential Duties ]{arial",sans-serif"=""}

　　Directs the operations and activities of the Customer Service Division to ensure the highest level of service to customers while facilitating optimal efficiency levels within the section.Develops performance standards and position descriptions; provides guidance and mentoring; develops, consults on, and recommends division personnel actions; and ensures accurate and timely appraisals and meaningful developmental opportunities for each employee under direct supervision. Plans, assigns and supervises the work of the division staff.Actively identifies customer service and call center best practices in public/private sector entities; Plans, develops, and approves standards, schedules, prioritizes, goals and section best practices that lead to the development and integration of customer service improvement initiatives that are consistent with the agency strategic plan.Develops and implements techniques for evaluating section activities. Works with program staff to ensure that information provided to customers is consistent, accurate and timely. Continuously refines the agencys customer service model providing for the transfer of technical information from program staff to customer service personnel.Develops a flexible and open customer service system that allows for both the uniform and custom responses to customer inquiries. Establishes general protocols and guidelines for telephonic and written responses to customer inquiries and provides direction, guidance and assistance to division staff as needed.Develops and establishes goals and objectives consistent with the performance measures, agencys strategic plan and legislative appropriations request.Reviews and approves statistical data to develop agency baselines and tracks and analyzes data to monitor and manage performance and productivity in the customer service section, to support the section budget and the biennial preparation of the agency legislative appropriation request.Plans, develops, implements, coordinates, monitors and evaluates policy, procedure and training manuals. Monitors Customer Service division staffs effective application of the procedures and provides training when required. Develops innovative and creative customer service initiatives aimed at motivating customer service personnel and improving performance.Represents the Customer Service division before the Commission, advisory boards and other internal and external groups, regarding section, program and Agency issues.Reviews and approves division budget.Complies with Division and/or Agency training requirements.Ensures the Customer Service Division demonstrates a spirit of teamwork, offering positive and constructive ideas, encouragement and support to other members of the staff and team, while upholding the Agencys core values.Keeps management appropriately informed of ongoing activity and critical matters affecting the operation and well-being of the Agency.Adheres to all Texas Department of Licensing and Regulation Personnel Policies and performs related work as assigned.[]{style="line-height:norm

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