Customer Service Specialist

Recruitment #220628-E13A-41

Introduction

Customer Service Specialist I (7478) Annual Salary: $31,200

Definition:

Under general supervision, incumbent provides assistance to the public via phone and email, assists people with lodging and campsite reservations, assists people with the purchase of parking passes, provides information about Oklahoma parks, lodges, golf courses, festivals and special events and performs other related activities such as mailing out information and updating database information.

Examples of Work Performed:

• 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.

• Answers telephone calls, electronic mail and regular mail; 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.

• Using a computer and cloud-based software programs, assists the public in completing lodging and campsite reservations and parking pass purchases.

• Handles sensitive customer information, such as addresses and credit card information, in compliance with agency security requirements.

KNOWLEDGE AND SKILLS:

• Knowledge of methods and procedures concerning public contact

• Knowledge in computer applications such as Windows, Outlook, Word, Excel; to perform basic computer tasks; and to communicate effectively, both orally and in writing.

• Knowledge of effective customer service techniques and telephone etiquette

• Must have friendly attitude, empathy, problem solving and time management skills

• In depth knowledge about the utilization and operation of Departments’ reservation, parking pass, and other programs the Department may utilize or provide to the public.

• Skilled in giving verbal and written instruction on completing tasks in the reservation and other Department systems.

• Demonstrates an understanding of the tourism and recreation business and an appreciation of the out of doors.

• Knowledge of the properties operated by the Department and the ability to relay that to the public.

MINIMUM QUALIFICATIONS

• One (1) year of experience in public contact work, or in a customer service related field; or general office clerical work; OR an equivalent combination of education and experience.

An appreciation of parks and the out of doors is a plus.