Positions in this class series assist agency and/or institutions customers with inquiries, concerns or problems related to their products or services. Typically located within a designated customer service program, positions interpret applicable laws, policies and procedures related to a specific segment area in order to identify, address and provide resolution to the customers’ needs. Positions have the authority to accept or deny services or may mediate customer issues by determining the cause of the concern, selecting and explaining the best solution to solve the problem, expediting correction and ensure resolution.

This series is not clerical in nature. Clerical support duties are incidental to the total work assignment and may include tasks such 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 is the entry level of the series. Positions provide basic and routine customer service assistance to aid in problem resolution. Assist in identifying the causes of concern and offers solutions related to a specific segment area.

Working under direct or close supervision, tasks are recurring and limited in scope. Work is performed within established program standards and assignments require basic analysis and interpretation of applicable laws, policies and procedures.

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

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 graduation or equivalent and one year of experience providing assistance to clients/customers regarding inquiries, complaints or problems.

Equivalent education/experience.

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.
Revised legal requirements; effective June 6, 2024, due to adopted legislative action.
Revised class series concept, definition, added distinguishing characteristics, revised desirable qualifications, base range increase from 35 to 39; adopted June 23, 2025; effective July 1, 2025.