CUSTOMER SERVICE REPRESENTATIVE, E13
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.
The functions within this job family will vary by level, but may include the following.
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, public contact work, handling and processing mail, or general office clerical 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, mail room operations or technical clerical work; 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, mail room operations, or technical clerical work; or an equivalent combination of education and experience.
Some positions may require that applicants be willing and able to fulfill all job-related travel.
Some positions may require performing moderately heavy lifting.