Customer Service

This is a first-level position accountable for helping customers obtain a full range of services by providing information and applying a variety of laws, rules, policies, procedures, and program requirements. At this level, employees provide advice and answers, and review and validate forms for completeness and accuracy in order to provide services and products. While specific requests or needs may be non-routine requiring research to gather necessary information to provide appropriate services or answers, processes are typically transactional in nature and do not require in-depth problem-solving.

This is a second-level position accountable for providing customer service that requires knowledge of procedures and processes within a specific area or function. At this level, employees provide information, answers, and guidance using technical knowledge acquired through experience. Performance of work requires the employee to organize their work on a daily or weekly basis and exercise independence and judgment that is greater than lower level positions.

This is a seasoned customer service position that provides research, analysis, and interpretation of rules, policies, procedures, and laws and serves in a liaison role to resolve problems with an agency, corporation, or other entities. At this level, problems are often of a non-routine nature, requiring judgment in determining an appropriate course of action, and increased technical knowledge in order to analyze, interpret, and apply laws and rules, and give information to customers. Employees at this level may contact a public or private entity in response to a customer complaint or request for advice, clarify the disputed issue, research applicable laws and regulations, and negotiate a course of action fair and just to both parties. Employees either independently resolve issues or refer them to a higher authority if necessary. May provide work direction to lower level positions. May require specialized training and knowledge.

This is a supervisory position that participates in the work of all staff involved in customer service activities within a specific area or function. At this level incumbents represent the agency to internal and external stakeholders in a customer service function and intervene when necessary to address and resolve customer related needs or issues. Employees gather and analyze data related to the quality and performance of customer service employees and processes and recommend policy changes as necessary. Employee supervision includes hire recommendations, training, planning and assigning work, performance assessment, coaching, and progressive discipline. In addition, employees will be expected to have the knowledge and skills to perform and review the work overseen.

This is a managerial position responsible for the management of the customer service function. At this level, positions prepare and administer customer services, coordinate multiple resources, and monitor and evaluate customer services for effectiveness and make recommendations to senior managers. Employee supervision includes hire recommendations, training, planning and assigning work, performance assessment, coaching, and progressive discipline. Supervision at this level also requires these employees to have the knowledge and skills to perform and review the work overseen.