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.

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.

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.

An Associate’s degree

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

A Bachelor’s degree;

Equivalent experience providing assistance to clients/customers regarding inquiries, complaints or problems.

Equivalent education/experience.

Shadow class adopted June 23, 2025; effective July 1, 2025.