CUSTOMER SERVICE REPRESENTATIVE

BASIC PURPOSE:

Positions in this job family are responsible for establishing contact with both internal and external customers.  They provide the customer with the requested information or assistance concerning the services provided by the agency, institution, or unit, or direct this request to those who can provide the service.  Responsibilities may include operating various types of telephone or communications equipment, including switchboards, communications consoles and telefax machines; issuing equipment, supplies, auto parts or other materials; processing applications for various licenses or permits; serving as a cashier in an institution, lodge, resort or other facility; and similar activities.

Typical functions:

 The functions within this job family will vary by level, but may include the following.

• Supervises employees engaged in providing services and information to all customers, and trains staff.
• Responds to requests for informational materials; researches and fills requests for those requesting such materials and information; ensures an adequate inventory of materials concerning the service.
• Prepares notice of statements and sends copies to customers; reconciles discrepancies in billing and issues reminder notices.
• Maintains inventory or other records; purchases necessary materials; sets up displays; maintains cleanliness of work area; and sells merchandise.
• Receives customers or visitors; answers telephone calls; secures and provides requested information; provides services; or directs the request to those who can provide the customer with the information or services.
• Receives requests for information and services and provides such services using advanced technological equipment.
• Responds to requests concerning the interpretation of agency or program policies and procedures; develops policies and procedures for the operation of daily activities.
• Prepares mail and parcels for mailing; sorts and distributes mail; operates scales and meters to determine proper postage.
• Screens, examines and verifies documents for correctness, appropriateness, adequacy and conformity to establish requirements and follow up on requests or discrepancies.

LEVEL DESCRIPTors:

The Customer Service Representative Job family consists of three levels of work which are distinguished by the complexity of the job assignments, the extent of the responsibility and duties assigned, the level of expertise required for the completion of assigned tasks, and the responsibility for the supervision of others.

LEVEL I:                                  Code:  E13A                             Salary Band:  D

This is the basic level of this job family where employees perform only the most routine tasks, and will be expected to gain in-depth knowledge of the program or services being offered.

Knowledge, Skills, and Abilities required at this level include knowledge of methods and procedures concerning public contact; of telephone procedures; and of spelling punctuation, grammar, and arithmetic. Skill is required to operate various office equipment including computers.  Ability is required to work with customers; to gather data and facts; to keep records; and to communicate effectively, both orally and in writing.

Education and Experience requirements at this level consist of one year of experience in sales or public contact work; or an equivalent combination of education and experience.

LEVEL II:                                 Code:  E13B                             Salary Band:  E

This is the career level of this job family where employees will be expected to perform duties at all levels of complexity.    Responsibility may also be assigned for training lower-level staff or serving as a project or team leader.

Knowledge, Skills, and Abilities required at this level include those identified in Level I plus knowledge of the program or services being provided; of laws and rules concerning program or services being provided; and techniques of training, and skill in providing leadership on assigned projects or teams.  Some positions may require the ability to touch type.

Education and Experience requirements at this level consist of those identified in Level I plus one additional year of experience in customer service; or an equivalent combination of education and experience.

LEVEL III:                                Code:  E13C                             Salary Band:  G

This is the leadership level where employees will perform duties at all levels of complexity and they will also serve as a first-level supervisor with responsibility for planning day-to-day operations of assigned staff.  They will develop or assist in developing operations, policies, and procedures.

Knowledge, Skills, and Abilities required at this level include those identified at Level II plus knowledge of supervisory principles and practices, and the ability to review the work of others.

Education and Experience requirements at this level consists of those identified at Level II plus three years of experience in customer service; or an equivalent combination of education and experience.

Special Requirements:

Some positions may require that applicants be willing and able to fulfill all job-related travel.

Some positions may require performing moderately heavy lifting.