STATE CLASSIFICATION JOB DESCRIPTION


Salary Group A15

Class No. 0136

CUSTOMER SERVICE REPRESENTATIVE IV

GENERAL DESCRIPTION

Performs advanced (senior-level) customer service work. Work involves coordinating external customer service support and receiving and responding to public inquiries for information and/or state services. May supervise the work of others. Works under limited supervision, with considerable latitude for the use of initiative and independent judgment.

EXAMPLES OF WORK PERFORMED

Responds to external customer inquiries and reviews customer accounts.

Communicates with the public in person, by telephone, by email or regular correspondence, by fax, or over the Internet.

Coordinates the entry of information into databases and ensures letters and other correspondence are accurately processed to customers.

Coordinates the receipt and processing of applications and payments for state services.

Develops administrative or operating procedures and guidelines.

Resolves customer service problems.

Reviews activity logs, files, and reports on services.

Interprets and explains rules, regulations, policies, and procedures concerning agency programs and procedures.

May develop and/or conduct training on customer service programs within an agency.

May supervise the work of others.

Performs related work as assigned.

GENERAL QUALIFICATION GUIDELINES

Experience and Education

Experience in customer service, clerical, or administrative support work. Graduation from a standard senior high school or equivalent is generally preferred. Experience and education may be substituted for one another.

Knowledge, Skills, and Abilities

Knowledge of office practices and administrative procedures.

Skill in the use of standard office equipment and software.

Ability to respond to public inquiries in a timely manner; to implement new systems and procedures and to evaluate their effectiveness; to interpret rules, regulations, policies, and procedures; to communicate effectively; and to supervise the work of others.


State Auditor’s Office

Reviewed 9-1-17