Deputy Director, Customer Service

Responsibilities

The primary purpose of the Deputy Director classification is to assist the director with defining departmental goals and objectives, develop policies and procedures, and assist in preparing the department budget. Supervise assigned staff in one or more major department sections or divisions.

Directly manage the Customer Access Center, including the agency’s Call Center, Centralized Scanning Unit, Quick Scan, and main lobbies. Direct the customer service program ensuring efficient organization, supervision, administration of assigned staff, training, and other services. Monitor and suggest improvements to the end‑to‑end customer experience. Provide and define value suggestions for customers in coordination with the agency senior team.

Interpret complex federal and state rules and ensure compliance with HIPAA, confidentiality and other program requirements. Ensure compliance with federal and state laws, regulations, rules and policies and procedures. Establish and enforce procedures and policies to operate the department effectively. Create coordination methodologies to ensure high level of customer service (call center performance, issue resolution process, centralized mail and fax processing, constituent concerns and customer complaints).

Intervene and resolve processing issues; ensure staff accountabilities; implement and manage integral areas to ensure quality customer services. Review individual and unit performance indicators. Develop recognition for staff accomplishments for both individuals and teams and provide staff training on customer service.

Oversee eligibility determinations made by case managers assigned to the Customer Access Center to ensure compliance with federal and state program requirements and agency key performance indicators. Participate in state work groups where multiple counties are represented to ensure metropolitan county needs are identified and met. Participate in community projects and work groups, and work with community social service agencies to identify and address the needs of the FCDJFS constituency.

Coordinate participation in community outreach activities.

Field and ensure resolution of escalated customer service complaints and issues that cannot be decided at a worker, supervisor or assistant level. Perform root cause analysis of customer service deficiencies, resulting in identified training needs, staff who habitually provide poor case management or customer service, and recommendations for continuous improvement in agency customer service (including processes, organizational structure and CRM software enhancements).

Champion initiatives to improve customer service and deliver on value propositions. Develop a coordinated customer resolution process in cooperation with internal and external stakeholders. Represent the customer experience and perspective in all major agency initiatives.

Establish formalized intra‑agency communication to support the mission, vision, values and strategic initiatives of the department. Review agency’s human resource policies and practices and establish guidance for staff. Provide programmatic leadership for improvement of services. Work closely with staff, make observations, create an atmosphere conducive to working and make utilization of resources available. Provide environment and opportunities for staff to participate in providing input to department and operational needs.

Evaluate statistical data from daily, weekly, monthly, quarterly and annual reports relative to individual and unit performance within agency call center, centralized mailroom and external relations (Ombudsmen) operations.

Attend meetings with agency senior staff to coordinate on agency policy, process, and projects. Responsible for collaboration and coordination with other center directors and service organizations to achieve maximum program effectiveness, establish and maintain positive working relationships with other service providers. Engage customers and community partners to measure satisfaction and trust, feedback obtained through a variety of means, including surveys and focus groups.

Conduct meetings with management team within…