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TITLE(s): MANAGER, CUSTOMER SERVICE (tel. & tel.) Plans, directs, and coordinates activities of workers engaged in receiving, investigating, evaluating, and settling complaints and claims of telegraph customers: Directs workers to investigate complaints, such as those concerning rates or service in connection with domestic, international, or special-gift telegrams. Analyzes reports of findings and recommends response to complaint, considering nature and complexity of complaint, requirements of governmental utility-regulation agencies, and policies of company. Reviews actions of subordinates to ensure settlements are made correctly. Authorizes retention of data and preparation of documents for use during governmental or customer inquiries. GOE: 11.12.01 STRENGTH: S GED: R5 M5 L5 SVP: 8 DLU: 77 ONET CROSSWALK: 51002A First-Line Supervisors, Customer Service | |||||||||||||||||||||||||||||||||||
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