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Customer Assistance Representative II

Recruitment #190107-E55B-I01


Announcement #: 19-C004
Organization: AF-Oklahoma A-FSS-R3D7
Address:7201 NW 10th Street, Oklahoma City, OK  73127

Job Description, essential functions:
This position assists clients in navigating through the application process, interview clients who have completed applications, gather verification documents needed for cases and answer client's questions regarding Agency policy and procedures.

Job description, marginal functions:
Attend all meetings and trainings as required.

Preference Statement:
Bilingual preferred, but not required.

This position may be filled at the alternate level of the JFD depending upon the qualifications of the recommended applicant.

Alternate hiring options must be utilized for potential promotional appointments which result in salary inequities within the JFD.


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.


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 I:  
This is the basic level of this job family where employees are assigned responsibilities for performing entry level work in a training status to build their skills in providing services and assistance to clients and customers.  In this role they will be assigned tasks which involve responding to routine inquiries concerning required publications and forms, providing required materials and information, and advising customers on various policies and procedures.  This will include providing services to both walk-in and telephone customers or as a result of written inquiries.

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.


Level I:    
Education and Experience requirements at this level consist of one year of experience in clerical office work; or as a customer service representative; or an equivalent combination of education and experience, substituting thirty semester hours of college, including six semester hours in business or public administration for the required experience.

Level II:  
Education and Experience requirements at this level consist of those identified in Level I plus two years of experience in customer service, processing tax returns, bookkeeping or closely related work.


Please read instructions carefully and include all required documents when you submit your application.

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