Customer Service Representative III

okgov; United States; On-site; USD 31,000 - 38,000; Full time

Job summary

The Oklahoma Department of Corrections seeks a Customer Service Representative III for the Allen Gamble Correctional Center. This full-time, on-site role serves internal and external customers by providing information about agency services and directing requests as needed.

Responsibilities include operating telephone systems and office equipment, processing documents, handling mail and supplies, customer guidance, and supervising staff.

Qualifications

• Knowledge of methods and procedures concerning public contact and telephone procedures.
• Ability to communicate effectively in writing and verbally; spellings and grammar.
• Experience in training or supervising staff is a plus.

Responsibilities

• Responds to requests for information and services; directs to appropriate services.
• Operates office equipment and telephone systems; processes mail and parcels.
• Maintains records; assists with inventories and billing tasks as needed.
• Supervises staff and trains team members on standard procedures.

Skills

Public contact

Telephone procedures

Grammar & punctuation

Supervisory principles

Communication

Tools

Office equipment

Computers

Job description

Customer Service Representative III

Agency: 131 DEPARTMENT OF CORRECTIONS

Supervisory Organization: DOC Allen Gamble CC

Job Type: Regular

Full/Part-Time: Full time

Compensation: $34,844.16 - This salary is non-negotiable.

Location: Allen Gamble Correctional Center (This is an on-site position and is not eligible for remote work.)

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 telephone machines; issuing equipment, supplies, auto parts or other materials; processing applications for various licenses or permits; serving as a cashier in an institution, lodge, resort or other facility; and similar activities.

Typical Functions

• 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.

Level Descriptor

This is the leadership level where employees will perform duties at all levels of complexity and they will also serve as a first-level supervisor with responsibility for planning day-to-day operations of assigned staff. They will develop or assist in developing operations, policies, and procedures.

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; of techniques of training; and of supervisory principles and practices.

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; to provide leadership on assigned projects or teams; and to review the work of others.

Education and Experience

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 four additional years of experience in customer service, mail room operations or technical clerical work; or an equivalent combination of education and experience.

Special Requirements

• Some positions may require that applicants be willing and able to fulfill all job-related travel.
• Some positions may require performing moderately heavy lifting.

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.

Current active State of Oklahoma employees must apply for open positions internally through the Workday Jobs Hub.