This is the senior, specialist or lead level of the series. Positions resolve more complex customer service inquiries, concerns, or problems in one or more segment areas. Positions work with multiple customers and are required to offer a wide range of solutions to ensure resolution to problems. Train, lead and mentor lower-level staff who are engaged in customer service resolution. May lead or supervise volunteers.

Provides service and education to clients/customers both internal and external; applies knowledge and applicable laws, rules, policies, procedures and regulations; develops presentations; offers assistance to other internal divisions, external organizations, and other state and federal agencies;

Creates and manages client/customer profiles and maintains integrity of the data and information while delivering specialized services, which may include resetting passwords, changing access levels and performing related activities to resolve client/customer access issues, and handling/processing legal documents;

Instructs, monitors and engages with lower-level customer service staff on multi-dimensional process/procedure problems; coordinates and provides education and training for new and existing customer service staff;

Guides or directs lower-level staff with resolving client/customer problems by identifying the issues accessing services and agency specific web tools, applications and/or online systems; determines and implements procedural steps necessary to bring resolution, and communicates results to staff and the clients/customers; assists customers in navigating public facing website, and online services;

Identifies and recommends changes to agency policies, procedures, and processes to improve internal and external client/customer access to agency services and agency specific web tools, applications and/or online systems;

Responds to complex client/customer questions or issues related to accessing and using services and agency specific web tools, applications and/or online systems;

Uses computer applications and software to document and track client/customer issues;

Coordinates customer service training;

Performs other duties as required.

There may be instances where individual positions must have additional licenses or certification. It is the employer’s responsibility to ensure the appropriate licenses/certifications are obtained for each position.

Persons legally authorized to work in the U.S. under federal law, including Deferred Action for Childhood Arrivals recipients, are eligible for employment unless prohibited by other state or federal law.

High school diploma or equivalent and three years of experience providing assistance to clients/customers regarding inquiries, complaints or problems.

New class effective: June 1, 2005; Customer Service Specialist 3 (replaces 09450 Customer Services Specialist 3).
Revised typical work and desired qualifications, adopted June 13, 2019; effective July 1, 2019.
Revised legal requirements; effective June 6, 2024, due to adopted legislative action.
Added class series concept; revised definition; added distinguishing characteristics; revised typical work and desirable qualifications; adopted June 23, 2025; effective July 1, 2025.