STATE CLASSIFICATION JOB DESCRIPTION


Salary Group A17

Class No. 0138

CUSTOMER SERVICE REPRESENTATIVE V

GENERAL DESCRIPTION

Performs highly-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 plan, assign, and/or supervise the work of others. Works under minimal supervision, with extensive 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 and reviews 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 and reviews administrative or operating procedures and guidelines.

Develops and/or conducts training on customer service programs within an agency.

Evaluates customer service processes and procedures and 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 serve as the primary point of contact for a program or division.

May plan, assign, and/or 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 plan, assign, and/or supervise the work of others.


State Auditor’s Office

Reviewed 9-1-17