CUSTOMER SERVICE REPRESENTATIVE II (IR&A)

Performs routine (journey-level) customer service work. Work involves providing external customer service support and receiving and responding to public inquiries for information and/or state services. Works under moderate supervision, with limited latitude for the use of initiative and independent judgment. Responds to customer inquiries and maintains customer accounts according to specific guidelines and procedures. Implements policies and procedures and standards for other transitional support services. Identify and pursue opportunities for systematic change in order to increase opportunities for the elderly and individuals with disabilities. Provides support to clients by conducting wellness or telephone reassurance checks through media and other means. Outreach to community-based organizations, resources, and service providers to identify new and existing opportunities. Work collaboratively with other agencies to develop opportunities for elderly and individuals with disabilities. Communicates with the public in person, by telephone, by e-mail or regular correspondence, by fax, or over the Internet. May research information to solve customer service problems. May create and maintain activity logs, files, and reports on services. Performs other such related duties as may be assigned. Requires the ability to lift 25 pounds or more. May require doing fieldwork with exposure to outdoor conditions and travel, as necessary. Experience in customer service, clerical, or administrative support work. Graduation from a standard senior high school or equivalent is generally preferred. Experience and education may be substituted for one another. Knowledge of office practices and administrative procedures. Skill in the use of standard office equipment and software. Ability to respond to public inquiries in a timely manner; to implement administrative procedures; to interpret rules, regulations, policies, and procedures; and to communicate effectively