Customer Service Representative II

State of Oklahoma

3d•Onsite

About The Position

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

Requirements

Knowledge of methods and procedures concerning public contact
Knowledge of telephone procedures
Knowledge of spelling, punctuation and grammar
Knowledge of arithmetic
Knowledge of the program or services being provided
Knowledge of laws and rules concerning program or services being provided
Knowledge of techniques of training
Skill is required to operate various office equipment including computers.
Ability is required to work with customers
Ability to gather data and facts
Ability to keep records
Ability to communicate effectively, both orally and in writing
Ability to provide leadership on assigned projects or teams
One year of experience in sales, public contact work, handling and processing mail, or general office clerical work plus one additional year 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.
Some positions may require the ability to touch type.

Responsibilities

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.
Monitors e-messaging on Securus.
Maintains ACA files.