Customer Service Representative II

Customer Service Representative II

Agency: 131 DEPARTMENT OF CORRECTIONS

Supervisory Organization: DOC BJCC

Job Type: Regular

Compensation: $28,983.84

Job Description

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

Typical Functions:

• 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.

Level Descriptor: This is the career level of this job family where employees will be expected to perform duties at all levels of complexity. Responsibility may also be assigned for training lower-level staff or serving as a project or team leader.

Knowledge, Skills, Abilities, and Competencies: Knowledge, Skills, and Abilities required at this level include 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 is required to operate various office equipment including computers. Ability is required 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.

Education and Experience: 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 one additional year of 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 positions may require performing moderately heavy lifting. Some positions may require the ability to touch type.

Equal Opportunity Employment: The State of Oklahoma is an equal opportunity employer and does not discriminate on the basis of genetic information, race, religion, color, sex, age, national origin, or disability.