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Customer Assistance Representative II

Recruitment #121129-E55B-04

BASIC PURPOSE

Positions in this job family are assigned responsibilities related to providing services and assistance to taxpayers, customers, or clients and resolving questions and problems concerning state laws or agency policies and procedures.  They will respond to requests for publications and forms, analyze information presented to determine the nature of the problem, provide advice on laws, policies, and procedures related to the agency’s business operations, and provide other assistance as needed.

LEVEL DESCRIPTORS

The Customer Assistance Representative job family consists of four levels which are distinguished based on the complexity of the work assigned, the level of expertise required to perform specific job assignments, and the responsibility assigned for the supervision of others.

Level II:    
This is the career level where employees are assigned responsibilities at the full performance level for performing a full range of activities  in providing services and assistance to clients and customers.  This includes responding to inquiries and requests for assistance related to a variety of  requirements and coordination with other divisions or units as needed to provide required services or assistance.  Duties also include assisting in resolving various problems, obtaining clearances and researching laws to respond to complex and difficult inquiries.

MINIMUM QUALIFICATIONS

Level II:   
Education and Experience requirements at this level consist of one year of experience in clerical office work PLUS two years of experience in customer service, processing tax returns, bookkeeping or closely related work; or an equivalent combination of education and experience substituting thirty semester hours of college, including six semester hours in business or public administration for a maximum substitution for one year only of the clerical office experience.

 *NOTE:  No substitution for the two years of experience in customer service, processing tax returns, bookkeeping, or closely related work.

Selection Plan

Scores based on:   60% Written Test 40% Alpha-Numeric Data Entry Test 

***NOTE:  Names of eligible applicants can be made available to State agencies upon their request, immediately following the closing date and time.



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