Customer Consultant

Title: Customer Consultant (WORD version )

Industry: Utilities

Function: Customer Service

Value-Added Results Performance Standards How to Track

Answered customer calls

• 65%—85% call availability.
• Average time of call is less than 9 minutes.

• 95%—97% calls answered within 30 seconds.

• No more than five calls/month go to supervisor.

• No more than two PUC complaints/year.
• Reports.

90%—95% proficiency. • Observation ratings.

Satisfied customers • Customer rating of at least 90.0 on willingness to help. • Survey ratings.

Accurate information • Supervisor is satisfied that accurate information is given to customers 98%-99% of the time. • Supervisor observations.

• No more than two complaints/year from other departments that information was inaccurate. • Reports.

Resolved disputes • No more than seven disputes/year.
• Dispute resolved within 30 days.
• Dispute reports.

Reliability • Report to work 50%—75% during emergency call-outs.
• No more than seven absences/year.
• Reports.

Value-Added Results	Performance Standards	How to Track
Answered customer calls	• 65%—85% call availability. • Average time of call is less than 9 minutes. • 95%—97% calls answered within 30 seconds. • No more than five calls/month go to supervisor. • No more than two PUC complaints/year.	• Reports.
	90%—95% proficiency.	• Observation ratings.
Satisfied customers	• Customer rating of at least 90.0 on willingness to help.	• Survey ratings.
Accurate information	• Supervisor is satisfied that accurate information is given to customers 98%-99% of the time.	• Supervisor observations.
	• No more than two complaints/year from other departments that information was inaccurate.	• Reports.
Resolved disputes	• No more than seven disputes/year. • Dispute resolved within 30 days.	• Dispute reports.
Reliability	• Report to work 50%—75% during emergency call-outs. • No more than seven absences/year.	• Reports.