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, determining procedural steps necessary to bring resolution, working with program staff to implement resolution, and communicating results to the client/customer; 

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

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 customers regarding inquiries, complaints or problems; OR a Bachelor’s degree; OR equivalent experience providing assistance to 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).