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Customer Assistance Representative I

Recruitment #130429-E55A-06

Introduction

This position will be located in the OKC Call Center.

BASIC PURPOSE

Positions in this job family are assigned responsibilities related to providing services and assistance to taxpayers, customers, or clients and resolving questions and problems concerning state laws or agency policies and procedures.  They will respond to requests for publications and forms, analyze information presented to determine the nature of the problem, provide advice on laws, policies, and procedures related to the agency’s business operations, and provide other assistance as needed.

LEVEL DESCRIPTORS

The Customer Assistance Representative job family consists of four levels which are distinguished based on the complexity of the work assigned, the level of expertise required to perform specific job assignments, and the responsibility assigned for the supervision of others.

Level I:  
This is the basic level of this job family where employees are assigned responsibilities for performing entry level work in a training status to build their skills in providing services and assistance to clients and customers.  In this role they will be assigned tasks which involve responding to routine inquiries concerning required publications and forms, providing required materials and information, and advising customers on various policies and procedures.  This will include providing services to both walk-in and telephone customers or as a result of written inquiries.

MINIMUM QUALIFICATIONS

Level I:    
Education and Experience requirements at this level consist of one year of experience in clerical office work; or as a customer service representative; or an equivalent combination of education and experience, substituting thirty semester hours of college, including six semester hours in business or public administration for the required experience.

Selection Plan

Scores based on:  60% Written Test 40% Data Entry Test (50 keystrokes per minute and 75% accuracy)

 ***NOTE:  Names of eligible applicants can be made available to State agencies upon their request, immediately following the closing date and time.

 



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