Customer Service Representative II

State of Oklahoma; Tecumseh (OK); On-site; USD 30,000 - 37,000; Full time

Benefits offered by this job

Health insurance

Retirement plan

Paid time off

Job summary

State of Oklahoma’s Office of Juvenile Affairs in Tecumseh, OK is seeking a Customer Service Representative II at the Central Oklahoma Juvenile Center. This role requires handling confidential information, operating telecommunications equipment, and supervising youth during counts and daily activities.

You will respond to inquiries, provide information, and support staff with clerical tasks while upholding mission and ethics; a background check is required and a valid Oklahoma driver’s license

Qualifications

• One year of experience in sales, public contact work, handling and processing mail, or general office clerical work; plus one additional year in customer service, mail room operations or technical clerical work.
• Equivalent combination of education and experience.
• Must possess a valid Oklahoma driver’s license.

Responsibilities

• Supervises employees providing services and information to customers and trains staff.
• Responds to requests for informational materials and maintains inventory of materials.
• Prepares notices, reconciles billing discrepancies and issues reminders.
• Maintains records and sells merchandise; handles mail and postage; directs requests to appropriate service.
• Receives customers, answers calls; provides information or directs to the right department.
• Interprets agency policies, develops daily operation procedures; screens documents for correctness.

Skills

Public contact

Telephone procedures

Spelling & grammar

Arithmetic

Training techniques

Customer service

Office equipment

Computers

Tools

Office equipment

Computers

Job description

Job Posting Title

Customer Service Representative II

Agency

400 OFFICE OF JUVENILE AFFAIRS

Supervisory Organization

400 COJC Unit Care Services

Job Posting End Date

Refer to the date listed at the top of this posting, if available. Continuous if date is blank.

Note: Applications will be accepted until 11:59 PM on the day prior to the posting end date above.

Estimated Appointment End Date (Continuous if Blank)

Full/Part-Time

Full time

Job Type

Regular

Compensation

Job Description

A Career with Purpose

The Office of Juvenile Affairs (OJA) is searching for a Customer Service Representative to join our team at Central Oklahoma Juvenile Center in Tecumseh, Oklahoma. This position requires knowledge of telephone or communications equipment and the ability to handle confidential work. The Customer Service Representative position is responsible for monitoring and supervision of youth, conducting counts of residents and directing daily activities providing support.

Basic Purpose

Positions in this job family are responsible for establishing contact with both internal and external customers. They provide the customer with the requested information or assistance concerning the services provided by the agency, institution, or unit, or direct this request to those who can provide the service. Responsibilities may include operating various types of telephone or communications equipment, including switchboards, communications consoles and telefax machines; issuing equipment, supplies.

Key Responsibilities

The functions performed in this job family will vary by level, unit and organization, but may include the following:

• Supervises employees engaged in providing services and information to all customers, and trains staff.
• 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.
• Prepares notice of statements and sends copies to customers; reconciles discrepancies in billing and issues reminder notices.
• Maintains inventory or other records; purchases necessary materials; sets up displays; maintains cleanliness of work area; and sells merchandise.
• Receives customers or visitors; answers telephone calls; 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.
• Responds to requests concerning the interpretation of agency or program policies and procedures; develops policies and procedures for the operation of daily activities.
• Prepares mail and parcels for mailing; sorts and distributes mail; operates scales and meters to determine proper postage.
• Screens, examines and verifies documents for correctness,appropriateness, adequacy and conformity to establish requirements and follow up on requests or discrepancies.

Other Duties

• Demonstrates knowledge of and supports mission, vision, value statements, standards, policies and procedures, confidentiality standards, and the code of ethical behavior.
• Ability to multi-task and adapt to demanding and changing timelines.
• Ability to maintain a high degree of discretion, integrity and sensitivity to confidentiality and privacy.
• Ability to work effectively in a team environment while building strong relationships with all levels of staff and effectively collaborating, communicating, respecting, and assisting peers.

Compensation

• Annual Salary: $33,555

Minimum Qualifications

Education and Experience requirements at this level consist of one year of experience in sales, public contact work, handling and processing mail, or general office clerical work plus one additional year of experience in customer service, mail room operations or technical clerical work; or an equivalent combination of education and experience.

Knowledge, Skills, Abilities and Competencies

Knowledge, Skills, and Abilities required at this level include knowledge of methods and procedures concerning public contact; of telephone procedures; of spelling, punctuation and grammar, of arithmetic; of the program or services being provided; of laws and rules concerning program or services being provided; and of techniques of training.

Skill is required to operate various office equipment including computers.

Ability is required to work with customers; to gather data and facts; to keep records; to communicate effectively, both orally and in writing; and to provide leadership on assigned projects or teams.

Special Requirements

• Must possess a valid Oklahoma driver’s license for operating state-owned vehicles.
• Must be able to pass OSBI and FBI background check.
• A trial period of 12 months will be required.

The Office of Juvenile Affairs has determined that some positions in this job family are safety sensitive as defined by63 O.S. § 427.8.

Why You’ll Love It Here!

HOPE. COMPASSION. COMMITMENT. As a Hope-centered agency the Oklahoma Office of Juvenile Affairs (OJA) strives to provide Oklahoma youth and families with the resources and support they need to reach their full potential. Our mission is to collaborate with youth, families, and community partners to create pathways for success through prevention and treatment for all Oklahoma Youth. Check out why we are passionate about juvenile affairs and believe it is the career for you!

Extensive Benefits: We know that benefits matter and that is why we offer a competitive benefits package for all eligible employees.

• Generous state paid benefit allowance to help cover insurance premiums.

• Comprehensive Health Coverage: A wide choice of health insurance plans with no pre-existing condition exclusions.

• Flexible Spending Accounts:Options for healthcare and dependent care expenses.

• Retirement Savings Plan: With a generous company match to help secure your future.

• 15 days of vacation and 15 days of sick leave the first year for full time employees.

• 11 paid holidays a year.

• Employee Assistance Program:Support when you need it.

• Longevity Bonuses:For years of dedicated service.

• Training Opportunities:Continuous learning and development for CEU requirements.

About Us: Our vision is that all Oklahoma youth and families have the resources and supports they need to reach their full potential. We collaborate with youth, families, and community partners to create pathways for success through prevention and treatment for all Oklahoma youth.

The State of Oklahoma is an equal opportunity employer

Equal Opportunity Employment

The State of Oklahoma is an equal opportunity employer and does not discriminate on the basis of genetic information, race, religion, color, sex, age, national origin, or disability.

The State of Oklahoma is an equal opportunity employer

Equal Opportunity Employment

The State of Oklahoma is an equal opportunity employer and does not discriminate on the basis of genetic information, race, religion, color, sex, age, national origin, or disability.