Definition

Independently resolves complaints, inquiries and client/customer service problems while maintaining appropriate confidentiality.  Provides agency interpretation and applies knowledge of laws, regulations, and processes in the resolution of inquiries, complaints and problems. 

Typical Work

Acts as liaison between clients/customers and agency; gives presentations and offers assistance to other State and Federal agencies;

 

Independently resolves client/customer problems by identifying the issues, accessing services and agency specific web tools, applications and/or online systems. Determines procedural steps necessary to bring resolution, works with program staff to implement resolution and communicates results to the client/customer;

 

Creates and manages client/customer profiles and maintains integrity of the data and information while delivering specialized services; 

Resets passwords, changes access levels and performs related activities to resolve client/customer access issues; 

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

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

Two years of experience providing assistance to clients/customers regarding inquiries, complaints or problems;

OR

A Bachelor’s degree; 

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 2 (replaces 09440 Customer Services Specialist 2).
Revised typical work and desired qualifications, adopted June 13, 2019; effective July 1, 2019.