Director of Customer Service, PLCB pay range
Commonwealth of Pennsylvania · class code 02389
- Class code
- 02389
- Pay scale group
- ST 10
- Pay unit
- Year
- Bargaining unit
- A3
- State
- Pennsylvania
- The Commonwealth of Pennsylvania published pay range for Director of Customer Service, PLCB is $89,996 to $136,842 per year.
- Commonwealth of Pennsylvania Office of Administration keys this classification as class code 02389.
- This is the range the plan authorises, not the salary of any individual employee.
Class specification
The Commonwealth job specification for this class is published by Commonwealth of Pennsylvania Office of Administration. The passages below are quoted from it as published, not paraphrased, and cut to their opening sentences; the full specification is the authority on duties and qualifications. It was last revised 12/01/2020.
What the state says the job is
This is administrative and professional work directing and managing the customer service program for the Pennsylvania Liquor Control Board (PLCB). The employee in this job directs the operations of a customer service call center, which receives customer inquiries and complaints relating to both retail and on-line shopping experiences as well as oversees the research and analysis into customer service trends and impacts to policies and processes that affect the overall customer service experience of the agency. Work includes directing the collection, tracking, and reporting of data generated by customer inquiries and overseeing the analysis of customer service data in order to establish trends, problems, or opportunities to improve upon the customer experience.
Examples of the work
• Directs the agency’s call center operations and establishes procedures for customer service representatives. • Establishes metrics in order to identify acceptable performance levels for all staff. • Directs, develops, and implements policies, procedures, and regulations to improve the customer service program’s efficacy. • Conducts needs assessments and capacity planning analyses. • Reviews and approves all business processes within the bureau. • Directs and oversees the collection and analysis of data on customer behavior and shopping trends for both retail and on-line shopping. • Directs and oversees the research into customer service trends, problems, or opportunities.
Minimum qualifications
• Five years of professional experience directing a customer service call center or the customer relations or outreach program for a business, charity, government, or non-profit and a bachelor’s degree; or • Three years of professional experience directing a customer service call center or the customer relations or outreach program for a business, charity, government, or non-profit and a master’s degree; or • An equivalent combination of experience and training.
Quoted from the Commonwealth job specification, read 2026-10-21.
Where this comes from
Commonwealth of Pennsylvania Office of Administration publishes this figure in Classification and Pay Plan (online, current annual salary ranges). Every number on this page is read from that document; nothing is estimated, modelled or averaged.
The Commonwealth also links this class code to its own job title and specification. That page is the official description of the classification; this page publishes its pay range.
The listed pay scale is available in the Commonwealth's current ST schedule.