This is the journey level of the series. Positions independently resolve customer service inquires, concerns, or problems related to a specific segment area while maintaining appropriate confidentiality. Positions research and identify the cause of concern, determine the solution, and ensure resolution.

Provides services to clients/customers both internal and external; applies knowledge and applicable laws, policies and procedures; gives presentations and offers assistance to other internal divisions, external organizations and 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 and implements procedural steps necessary to bring 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;

Maintains appropriate confidentiality and compliance with all applicable local, state, and federal regulations;

Provides support within the agency on a variety of other customer services provided;

Assists customers in navigating public facing website and online services such as: location of forms, applications, search tools, education requirements, laws, rules and policies;

Assists clients/customers with establishing accounts, accepting all modes of payment for services and applying agency cash handling policies, which may include payments and payment waivers, non-sufficient funds, invoicing, refunds, revenue transfers, and collections;

Uses multiple computer applications, software and databases both internally and externally to document and track client/customer issues;

May assist lower-level customer service specialists;

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 two years of experience providing assistance to clients/customers regarding inquiries, complaints or problems.

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.
Base range salary adjustment adopted 6/13/2019, effective 7/1/2019.
Revised legal requirements; effective June 6, 2024, due to adopted legislative action.
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.