Customer Service Analyst

Serves as the point of contact for all customer service programs, issues, and opportunities in the agency/center of assignment. Plans and implements comprehensive region-wide customer service programs and operating methodologies for customer service. Develops strategies to plan, organize, and conduct customer surveys to assess the quality of customer service provided by the assigned agency/center. Plans, organizes, and conducts periodic web-based, written, telephonic and personal interview surveys of customers to assist management in identifying procedures, management systems, and institutional cultures which impede good customer service. Recommends customer service program goals and objectives, develops operating procedures, and participates fully in agency/center customer service planning to enhance and improve customer service delivery. Participates in developing policies and operating methodologies to recruit passport specialists in key locations, and to develop AND improve trainin