Class Series Concept

Positions in this series provide assistance and problem resolution to agency clients/customers and are located in a designated customer service program.  The intent of the series is to assist clients/customers in identifying agency processes and procedures, resolving client/customer problems related to agency programs and interpreting agency related laws, policies and procedures.  Positions at all levels may be assigned lead or supervisory responsibility over lower level staff.  

This series is not clerical in nature.  Clerical support duties are incidental to the total work assignment (less than 10%).  Clerical support, for the purposes of this series, includes tasks such as maintaining filing systems, maintaining logs, updating computer or manual data systems, office and telephone reception, completing office forms, compiling and completing recurrent reports, performing routine typing, copy work and preparing mailings. 

This occupational category is considered a technical occupational category.  Positions assigned to this occupational category have authority to accept, grant or deny agency services or may mediate between the business of the agency and the client (example:  Attorney General’s Consumer Protection Unit).  Some positions may train and provide leadership to volunteers.

Definition

Under close to general supervision, provides assistance and problem resolution to clients/customers regarding the options, rights, regulations, and services available. Provides agency interpretation and applies knowledge of laws, regulations, and processes in the resolution of inquiries, complaints and problems.

Typical Work

Assists clients/customers by providing agency interpretation on policies, procedures and laws, provides explanations on forms, pamphlets and other materials;

 

Reviews and researches file documentation to resolve client/customer-related complaints; advises clients/customers of proper procedures involved in appealing agency decisions;

 

Responds to questions on all agency programs and how to access agency services;

 

Assists clients/customers with establishing accounts, accepting all modes of payment for services and applying agency cash handling policies; 

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; 

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

GED or High School graduation AND one year of experience providing assistance to clients/customers regarding inquiries, complaints or problems. 

Class Specification History

New class effective June 1, 2005; Customer Service Specialist 1 (replaces 09430 Customer Services Specialist 1).
New class effective June 1, 2005; Customer Service Specialist 1 (replaces 09430 Customer Services Specialist 1).
Revised typical work and desired qualifications, adopted June 13, 2019; effective July 1, 2019.