Lead Customer Service Representative

Job family
General summary

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.

Knowledge, skills & abilities

In addition to those identified in the previous levels: Skill in analyzing, interpreting, and applying rules, policies, procedures, and laws. Ability to research, clarify, explain, and resolve non-routine issues. Ability to provide guidance to staff.

Typical qualifications

4-6 years of relevant experience. (Substitutions may be allowed.)

Pay grade