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

• 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 equ