Job Posting Title

Customer Service Representative

Agency

030 ALCOHOLIC BEV. LAWS ENFORCE.

Supervisory Organization

Oklahoma ABLE Commission - Licensing

Job Posting End Date (Continuous if Blank)

August 23, 2024

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

Annual Salary - $41,136.48

Job Description

This position is located in Oklahoma City, OK.

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, 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.

Major Work Duties

• Serve as the main receptionist responsible for answering calls from the general public.

• Assist walk-in customers at front counter to link and troubleshoot online license accounts. Assist in kiosk area.

• Respond to internal and external emails for linking online accounts, troubleshooting individuals and business licenses within 48 hours.

• Review and issue 100-300 individual license records submitted online.

• Serve as backup to review and issue business license renewal records submitted online.

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.

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.

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 s