Definition

Serves as a senior customer services specialist handling complex, cross-agency customer problems. Mentors and trains lower level staff in aspects of client/customer relations and problem resolution.  Interprets agency-related laws, policies and procedures.

Typical Work

Consults with lower level customer service staff on multi-dimensional process/procedure problems; 

Identifies and recommends changes to agency policies and procedures that hamper client/customer access to agency services and agency specific web tools, applications and/or online systems; 

Responds to 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. 

Legal Requirement(s)

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. 

Desirable Qualifications

An Associate’s degree AND three years of experience providing assistance to clients/customers regarding inquiries, complaints or problems; OR a Bachelor’s degree AND one year of experience providing assistance to clients/customers regarding inquiries, complaints or problem; OR equivalent experience providing assistance to clients/customers regarding inquiries, complaints or problems. 

Class Specification History

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.