The Customer Service Management team is responsible for ensuring high quality service to the customer and to provide quality assurance across other areas of the ITS Division. This team's objective is to understand the customer's perspective and provide advocacy for the customer in all ITS projects, policies, and procedures.
Immediate tasks involve:
- Focusing on improving communication at the helpdesk.
- Improving the helpdesk phone system to respond more quickly to customer requests.
- Improving the internal work process systems to solve customer issues more quickly.
- Initiating ongoing process improvements across the ITS Component.
- Identifying and maintaining service standards.