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Customer Service

Jobs in this family assist users of services and facilities of a state agency by providing general and/or specialized information. These positions may aid the public in securing a variety of permits, licenses, tourism, and services or may be involved in revenue or tax processing. Duties may include explaining and applying rules, policies, procedures, and programs; providing research, analysis, and interpretation of rules, policies, procedures, and laws; and serving in a liaison role to resolve problems.

The functions within this job family will vary by level, but may include the following:

  • Provide information and answer questions regarding policies and procedures.
  • Assist in processing of forms, fees, and taxes.
  • Review and evaluate documents for accuracy and completion.
  • Retrieve, enter, and update data in computer systems.

Jobs and Descriptions

Customer Service Representative I

This is entry-level Customer Service Representative work accountable for assisting customers with obtaining a full range of services by providing information and applying a variety of laws, rules, policies, procedures, and program requirements. At this level, employees assist with providing advice and answers, and reviewing and validating forms for completeness and accuracy in order to provide services and products. While specific requests or needs may be non-routine requiring research to gather necessary information to provide appropriate services or answers, processes are typically transactional in nature and do not require in-depth problem-solving.

Typically requires High School Diploma or equivalent and 0-1 years of experience.

OCCU: 9037
Pay Grade: MS03

Customer Service Representative II

This is level-two Customer Service Representative work accountable for assisting with providing customer service that requires knowledge of procedures and processes within a specific area or function. At this level, employees provide information, answers, and guidance using technical knowledge acquired through experience. Performance of work requires the employee to organize their work on a daily or weekly basis and exercise independence and judgment that is greater than lower-level positions.

Typically requires High School Diploma or equivalent and 2-4 years of experience.

OCCU: 9038
Pay Grade: MS05

Customer Service Representative III

The level-three Customer Service Representative position is accountable for providing customer service that requires knowledge of procedures and processes within a specific area or function. At this level, employees provide information, answers, and guidance using technical knowledge acquired through experience. Performance of work requires the employee to organize their work on a daily or weekly basis and exercise independence and judgment that is greater than lower-level positions. The incumbent demonstrates the ability to research, clarify, explain, and resolve non-routine issues.

Typically requires High School Diploma or equivalent and 3-6 years of experience.

OCCU: 9039
Pay Grade: MS06

Customer Service Representative IV

This is the lead vocational-level Customer Service Representative position. Incumbents are seasoned employees who provide research, analysis, and interpretation of rules, policies, procedures, and laws and serves in a liaison role to resolve problems with an agency, corporation, or other entities. At this level, problems are often of a non-routine nature, requiring judgment in determining an appropriate course of action, and increased technical knowledge in order to analyze, interpret, and apply laws and rules, and give information to customers. Employees at this level may contact a public or private entity in response to a customer complaint or request for advice, clarify the disputed issue, research applicable laws and regulations, and negotiate a course of action fair and just to both parties. Employees either independently resolve issues or refer them to a higher authority if necessary. The incumbent may provide work direction to lower-level positions. This position may require specialized training and knowledge.

Typically requires High School Diploma or equivalent and 5-7 years of experience.

OCCU: 9040
Pay Grade: MS08

Customer Service Team Leader

This is Customer Service Representative supervisory work. The incumbent participates in the work of all staff involved in customer service activities within a specific area or function. At this level, incumbents represent the agency to internal and external stakeholders in a customer service function and intervene when necessary to address and resolve customer related needs or issues. Employees gather and analyze data related to the quality and performance of customer service employees and processes and recommend policy changes as necessary. Employee supervision includes hire recommendations, training, planning, and assigning work, performance assessment, coaching, and progressive discipline. In addition, employees will be expected to have the knowledge and skills to perform and review the work overseen to train, supervise, and evaluate staff, and evaluate processes and make policy recommendations.

Typically requires High School Diploma or equivalent and 6-8 years of experience, two years of which must have included line or project supervision.

OCCU: 9041
Pay Grade: MS09

Customer Service Supervisor

This is the supervisory/managerial-level Customer Service Representative position. Incumbents are responsible for managing the customer service function. At this level, positions prepare and administer customer services, coordinate multiple resources, and monitor and evaluate customer services for effectiveness and make recommendations to senior managers. Employee supervision includes, but is not limited to, hire recommendations, training, planning, and assigning work, performance assessment, coaching, and progressive discipline. Supervision at this level also requires these employees to have the knowledge and skills to perform and review the work overseen; know the principles and practices of effective administration; and demonstrate the ability to manage staff resources.

Typically requires High School Diploma or equivalent and 8-10 years of experience, two years of which must have included line or project supervision.

OCCU: 9042
Pay Grade: MS12