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Customer Assistance Representative II

Recruitment #190509-E55B-I13

Introduction

ALL INTERAGENCY HIRES WILL BE REINSTATED AND BE REQUIRED TO SERVE A TWELVE MONTH PROBATIONARY PERIOD.

Announcement #: 19-R025.1
THIS ANNOUNCEMENT IS OPEN TO PERMANENT, CLASSIFIED STATE EMPLOYEES/REINSTATEMENTS ONLY.
Organization: AF-Rogers-FSS-R5D11
Address: 2020 Holly Road, Claremore, OK 74017-7832
Travel:
Occasional

THIS IS A RE-ANNOUNCEMENT OF 19-R025. PREVIOUS APPLICANTS MUST RE-APPLY TO BE CONSIDERED.

Job Description, essential functions:
Will ensure delivery of services and program integrity, maintain a knowledge of programs offered by Adult & Family Services as well as the availability of community services, greet and direct individuals when applying for OKDHS benefits, be readily available for answering questions, assisting individuals using DHS computers, help to screen, print, and review all necessary data screens, and provide daily support to Social Services Specialists.

Job description, marginal functions:
Must attend all mandatory training associated with the position

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

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

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 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.

MINIMUM QUALIFICATIONS

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.

NOTES

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

No additional information will be accepted after the application has been submitted.



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