Customer Service Representative II

Oklahoma Office of Juvenile Affairs • Tecumseh, OK

12d • Onsite

About The Position

The Office of Juvenile Affairs (OJA) is hiring a Customer Service Representative II at the Central Oklahoma Juvenile Center in Tecumseh, Oklahoma. The role involves customer contact and providing information or assistance about agency services, including directing requests to the appropriate staff. The position also supports the monitoring and supervision of youth, conducting resident counts, directing daily activities, and providing support. It requires knowledge of telephone or communications equipment and the ability to handle confidential work.

Duties vary by level, unit, and organization and may include receiving visitors and telephone calls; providing or routing requested information and services; operating office and communications equipment; maintaining records and inventories; processing mail and documents; and supporting or training staff. The position requires discretion, adaptability, effective communication, and the ability to work collaboratively. Annual salary is $33,555. A 12-month trial period is required.

Requirements

• 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.
• Knowledge of public-contact methods and procedures, telephone procedures, spelling, punctuation and grammar, arithmetic, the program or services provided, applicable laws and rules, and training techniques.
• Skill in operating office equipment, including computers.
• Ability to work with customers, gather data and facts, keep records, communicate effectively orally and in writing, and provide leadership on assigned projects or teams.
• Ability to multitask and adapt to demanding and changing timelines.
• Ability to maintain discretion, integrity, and sensitivity regarding confidentiality and privacy.
• Ability to work effectively in a team environment and build strong working relationships.
• Must possess a valid Oklahoma driver's license for operating state-owned vehicles.
• Must pass OSBI and FBI background checks.

Responsibilities

• Receive customers or visitors, answer telephone calls, provide requested information or services, and direct requests to appropriate staff when needed.
• Monitor and supervise youth, conduct resident counts, direct daily activities, and provide support.
• Operate telephone, communications, and other office equipment, including computers.
• Respond to requests for informational materials, research and fulfill requests, and maintain adequate inventories of materials.
• Prepare notices and statements, send copies to customers, reconcile billing discrepancies, and issue reminder notices.
• Maintain inventory and other records, purchase necessary materials, set up displays, maintain cleanliness of the work area, and sell merchandise.
• Receive and fulfill requests for information and services using advanced technological equipment.
• Respond to questions about agency or program policies and procedures and develop procedures for daily activities.
• Prepare, sort, and distribute mail and parcels, and use scales and meters to determine postage.
• Screen, examine, and verify documents for correctness and compliance with requirements, and follow up on requests or discrepancies.
• Supervise employees providing services and information to customers and train staff, as applicable.
• Support the agency's mission, values, standards, policies, confidentiality standards, and ethical code.
• Work effectively with colleagues and staff at all levels, communicating, collaborating, respecting, and assisting peers.

Benefits

• Generous state-paid benefit allowance to help cover insurance premiums.
• A wide choice of health insurance plans with no pre-existing condition exclusions.
• Flexible Spending Accounts for healthcare and dependent-care expenses.
• Retirement savings plan with a company match.
• For full-time employees, 15 days of vacation and 15 days of sick leave in the first year.
• 11 paid holidays per year.
• Employee Assistance Program.
• Longevity bonuses for years of service.
• Training opportunities and continuous learning and development for CEU requirements.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed