Customer Service Representative III

Basic Purpose:

Positions in the job family are responsible for establishing contact with both internal and external customers. They provide the customer with the request information or assistance concerning the services provided by the agency, institution, or unit, or direct this request 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 licensed or permits; serving as a cashier in an institution, lodge resort or the facility; and similar activities.

Typical Functions:

• Monitors e-messaging on Securus.
• Maintains ACA files.
• Supervises employees, ensures the delivery of quality customer service, provides accurate and timely information and oversees staff training and development.
• 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 Descriptor:

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, Abilities, and Competencies:

This level includes knowledge of methods and procedures concerning public contact; of telephone procedures; of spelling, punctuation, and grammar, of arithmetic; of the program or services being provided; of laws and rules concerning program or services being provided; of techniques of training; and of supervisory principles and practices. Skill is required to operate various office equipment including computers. Ability is required to work with customer; to gather data and facts; to keep records; to communicate effectively, both orally and in writing; to provide leadership on assigned projects or teams; and to review the work of others.

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 plus four additional years for experience in customer service, mail room operations or technical clerical work; 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 position may require performing moderately heavy lifting. Som positions may require the ability to touch type.