Customer Service Representative III

About the role

This position works in the mailroom and is responsible for establishing contact with both internal and external customers. They provide the customer with the requested information or assistance concerning the services provided by the agency, institution, or unit, or direct this request to those who can provide the service.

Responsibilities

• Supervises employees engaged in providing services and information to all customers, and trains staff.
• Responds to requests for informational materials; researches and fills requests for those requesting such materials and information; ensures an adequate inventory of materials concerning the service.
• Prepares notice of statements and sends copies to customers; reconciles discrepancies in billing and issues reminder notices.
• Maintains inventory or other records; purchases necessary materials; sets up displays; maintains cleanliness of work area; and sells merchandise.
• Receives customers or visitors; answers telephone calls; secures and provides requested information; provides services; or directs the request to those who can provide the customer with the information or services.
• Receives requests for information and services and provides such services using advanced technological equipment.
• Responds to requests concerning the interpretation of agency or program policies and procedures; develops policies and procedures for the operation of daily activities.
• Screens, examines and verifies documents for correctness, appropriateness, adequacy and conformity to establish requirements and follow up on requests or discrepancies.

Requirements

One year of experience in sales, public contact work, handling and processing mail, or general office clerical work plus four additional years of experience in customer service, mail room operations or technical clerical work; or an equivalent combination of education and experience.

Qualifications

Knowledge, Skills, and Abilities required at this level include knowledge of methods and procedures concerning public contact; of telephone procedures; of spelling, punctuation and grammar, of arithmetic; of the program or services being provided; of laws and rules concerning program or services being provided; of techniques of training; and of supervisory principles and practices.

Skills

Skill is required to operate various office equipment including computers.

Benefits

Some positions may require that applicants be willing and able to fulfill all job-related travel. Some positions may require performing moderately heavy lifting.