Customer Service Representative III

State of Oklahoma•Osage, OK

32d•Onsite

About The Position

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. Additional Job Description Dick Conner Correctional Center This position is the Floater position, that assists with Warehouse, Canteen, Mailroom, Receptionist, Laundry and Property.

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
Knowledge of supervisory principles and practices
Skill is required to operate various office equipment including computers
Ability is required to work with customer
Ability is required to gather data and facts
Ability is required to keep records
Ability to communicate effectively, both orally and in writing
Ability to provide leadership on assigned projects or teams
Ability to review the work of others
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.
Driver's license required.

Responsibilities

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.