Serves as a senior customer services specialist handling complex, cross-agency customer problems. Mentors and trains lower level staff in aspects of client/customer relations and problem resolution. Interprets agency-related laws, policies and procedures.

Consults with lower level customer service staff on multi-dimensional process/procedure problems;

Identifies and recommends changes to agency policies and procedures that hamper client/customer access to agency services and agency specific web tools, applications and/or online systems;

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;

Coordinates customer service training;

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


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


a Bachelor’s degree AND one year of experience providing assistance to clients/customers regarding inquiries, complaints or problem; OR 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.