CUSTOMER SERVICE OFFICER
- Analyze customer wants, needs, and behaviors through surveys, usability studies, in-person interviews, and other research in customer experience
- Analyze delivery channels in the agency – including websites, social media, call centers, publication centers, and reception areas (walk-in traffic and calls) - identifying deficiencies and working with managers to fix them
- Identify services at other agencies (federal, state, and local) that are similar or related to your agency’s services, and work with Customer Service Specialists and program managers across agencies to consolidate information, eliminate overlap and unnecessary steps, connect services into logical sequences, and improve the efficiency and effectiveness of services.
- Develop, present, and implement a strategy that keeps improving customer service, incorporating both agency and cross-government objectives
- Develop, present, and implement policies and procedures to make sure the agency’s customers have a first-class experience when using the agency’s services.
- Inform agency managers and staff about customer wants, needs, and behaviors; and work with agency managers to streamline services and make them as easy for customers to use as possible, through the delivery channels customers prefer to use
- Ensure agency delivery channels are synchronized and compatible so that customers can move from one channel to another to complete their tasks, as they desire
- Develop and implement ways for customers to interact with the agency when they want to, through email, online customer support (e.g., real-time chats), phone, mail, and social media
- Develop and implement methods to evaluate customer service, quantifying impact as much as possible. Report routinely to agency managers and to agency customers about achievements and improvements planned to address deficiencies
- Ensure that information and services delivered in writing (on the web, through social media, publications), including scripts (real-time chats, call centers), is written in plain language
- Train agency staff who interact with customers on service techniques and monitor and learn from their experiences
- Work with the agency’s public affairs and communications staff to reach out to customers, both through technology and in person, to tell them about customer services and identify new and improved services they want.
- Work with the agency’s CIO to ensure that the interface to data is easy for customers to use and understand.
- Work with Customer Service Specialists across governments and GSA to identify, replicate, and publicize best practices in customer service
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