Customer Svc Representative II

State of Oklahoma•Tecumseh, KS

13d•Onsite

About The Position

The Office of Juvenile Affairs (OJA) is searching for a Customer Service Representative to join our team at Central Oklahoma Juvenile Center in Tecumseh, Oklahoma. This position requires knowledge of telephone or communications equipment and the ability to handle confidential work. The Customer Service Representative position is responsible for monitoring and supervision of youth, conducting counts of residents and directing daily activities providing support. 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.

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 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; and of techniques of training.
Skill to operate various office equipment including computers.
Ability to work with customers; to gather data and facts; to keep records; to communicate effectively, both orally and in writing; and to provide leadership on assigned projects or teams.
Must possess a valid Oklahoma driver’s license for operating state-owned vehicles.
Must be able to pass OSBI and FBI background check.
A trial period of 12 months will be required.
The Office of Juvenile Affairs has determined that some positions in this job family are safety sensitive as defined by 63 O.S. § 427.8.

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.
Demonstrates knowledge of and supports mission, vision, value statements, standards, policies and procedures, confidentiality standards, and the code of ethical behavior.
Ability to multi-task and adapt to demanding and changing timelines.
Ability to maintain a high degree of discretion, integrity and sensitivity to confidentiality and privacy.
Ability to work effectively in a team environment while building strong relationships with all levels of staff and effectively collaborating, communicating, respecting, and assisting peers.

Benefits

Competitive benefits package for all eligible employees.
Generous state paid benefit allowance to help cover insurance premiums.
Comprehensive Health Coverage: A wide choice of health insurance plans with no pre-existing condition exclusions.
Flexible Spending Accounts: Options for healthcare and dependent care expenses.
Retirement Savings Plan: With a generous company match to help secure your future.
15 days of vacation and 15 days of sick leave the first year for full time employees.
11 paid holidays a year.
Employee Assistance Program: Support when you need it.
Longevity Bonuses: For years of dedicated service.
Training Opportunities: Continuous learning and development for CEU requirements.