Customer Service Representative 2

CUSTOMER SERVICE REPRESENTATIVE SERIES

SUMMARY Interact with customers to provide information in response to inquiries about products and services and to handle and resolve complaints.

PRIMARY DUTIES &

RESPONSIBILITIES

Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or

obtain details of complaints.

Provide a service such as a license, registration, title, permit, or program eligibility information

Check to ensure that appropriate changes were made to resolve customers' problems.

Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.

Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.

Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.

Refer unresolved customer grievances to designated departments for further investigation.

Determine charges for services requested, collect deposits or payments, or arrange for billing.

Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.

KSA’s Applicable program rules, regulations, policies and procedures, systems, and relevant statutes

Customer and Personal Service — Knowledge of principles and processes for providing customer and personal services. This includes

customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.

English Language — Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of

composition, and grammar.

Clerical — Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records,

transcription, designing forms, and other office procedures and terminology.

Active Listening — Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as

appropriate, and not interrupting at inappropriate times.

Speaking — Talking to others to convey information effectively.

Service Orientation — Actively looking for ways to help people.

Reading Comprehension — Understanding written sentences and paragraphs in work related documents.

Critical Thinking — Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to

problems