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Customer Service Representative II

Recruitment #121105-E13B-19

BASIC PURPOSE

Positions in this job family are 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 may include operating various types of telephone or communications equipment, including switchboards, communications consoles and telefax machines; issuing equipment, supplies, auto parts or other materials; processing applications for various licenses or permits; serving as a cashier in an institution, lodge, resort or other facility; and similar activities.

LEVEL DESCRIPTORS

The Customer Service Representative job family consists of three levels of work which are distinguished by the complexity of the job assignments, the extent of the responsibility and duties assigned, the level of expertise required for the completion of assigned tasks, and the responsibility for the supervision of others.

Level II:    
This is the career level of this job family where employees will be expected to perform duties at all levels of complexity.    Responsibility may also be assigned for training lower-level staff or serving as a project or team leader.

MINIMUM QUALIFICATIONS

Level II:
Education and Experience requirements at this level consist of one year of experience in sales or public contact work plus one additional year of experience in customer service; or an equivalent combination of education and experience.

Selection Plan

Scores Based On:   100% Written Test



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