Job Standard for Customer Service Rep 2

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Employee Name:

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How to use this Job Standard:

1. Click “View in Google Docs/Download” and download to Word.
2. The Job Overview, Level Scope, Minimum Qualifications and Essential Job Functions are specific to this job’s competencies and cannot be edited.
3. For the Job Posting you may;
   1. update/change the purpose to add in department specific information, 
   2. add key responsibilities to the 35% of the time, specific to your department needs, 
   3. add a preferred qualifications section
   4. post the position using the business title

The statements on this job standard are intended to describe the general nature of the role and level of work being performed. They are not intended to represent an exhaustive list of all responsibilities, duties and skills required of the employee.

Customer Service Rep 2 Overview

• Person Group: Classified
• Job Code: 01120
• Pay Grade: H
• FLSA Status: Non-Exempt
• Career Level: Level 2
• Family: General Administration
• Function: Administrative Support

Purpose

To conduct in-depth interviews and use specialized knowledge to provide complicated technical information and services to customers; perform related work.

Level Scope

Applies skills and job knowledge in area of specialization; may adapt procedures, operations, techniques, tools, materials, and/or equipment to meet the needs of area of specialization; may work on non-routine tasks; resolves issues/makes working decisions within area of specialization or responsibility with minimal supervision.

Minimum Qualifications

Some knowledge of: interviewing methods.

Experience: interpreting, explaining, and applying regulations, laws or complex policies to carry out assignments; accessing data using a computerized system; independently handling complaints and upset individuals in a business setting; conducting sensitive fact-finding interviews.

Knowledge, Skills, and Abilities

• Intermediate word processing skills.
• Intermediate database skills to include create, format, edit, sort, filter, print and store data in pre-designed tables, customize tables, import and export data to tables, create forms and simple reports, set relationships between tables, convert, transfer or import data, design and create complex queries and reports.
• Knowledge of manipulating database software to store retrieve and compile information in a report format; using spreadsheet software; working in a health care environment; working in a call center environment; fluency in speaking, reading, writing Spanish and English and/or working with multiple electronic devices, systems, and data records.

Essential Functions

Key Responsibilities

60% of Time the Customer Service Rep 2 must:

• Approximately 60% of their time working directly with external customers. Requires authority, knowledge, and judgment to answer more complicated requests where there are no clear procedural responses. Requirement to conduct in-depth interviews to elicit and record sensitive information; research and analyze information to make decisions and resolve complicated issues.
• Incumbents determine customers’ requests and needs and provide specialized information about agency programs and services. Research and interpret laws and technical information, and resolve complex, varied and sometimes controversial and/or volatile issues; prepare clear and concise responses for customers. Research information beyond existing procedures for many solutions and answers to questions. A high degree of human relation skills is required to persuade or influence others’ behavior.
• Identify customer service problems, make recommendations, and plan and coordinate program and communication changes. Incumbents may supervise staff or have leadwork responsibilities.
• Perform a variety of office support functions, may include answering phones, screening and channeling calls, and taking messages; scheduling; composing and signing routine correspondence; receiving money; maintaining record keeping systems by adding or deleting; compiling data and preparing reports.

35% of Time the Customer Service Rep 2

• Determined by department needs

5% of Time the Customer Service Rep 2

• Perform other duties as assigned

Work Environment and Physical Demands

These positions may involve dealing with hostile and irate individuals; and require sufficient speech and hearing acuity to perform customer service work.

Travel Requirement

Not applicable for Customer Service Rep 2

Career Path

Office Services Supervisor 1, Administrative Assistant 1 or 2

Additional training/education or equivalent experience, as well as business need, are required for movement into higher level jobs.

Disclaimer

Incumbent must perform the essential duties and responsibilities with or without reasonable accommodation. The above statements are intended to describe the general nature and level of work. Final employment offers are contingent upon a Final Candidate’s successful completion of a Background Verification, and a determination by the University that the information derived from the Background Verification does not disqualify the individual. In addition, a Financial History Check and Motor Vehicle Record (MVR) Check may be required.