AGENCY SERVICES REPRESENTATIVE TRAINEE

Definition

Under the close supervision of a supervisory official in a state department, agency, or institution, learns to perform front-line and behind the scenes customer and other support services involving the review, processing and issuance of agency documents; provides information to customers regarding department/agency programs and services; does other related duties as required.

Examples of work

• Under close supervision, as a trainee and productive worker:
• Learns to perform technical duties involving the review, processing, data entering or recording, and issuance of agency documents in accordance with applicable laws, regulations, policies and procedures.
• Provides information to customers regarding department/agency programs and services, and the requirements of licensure, certification, and other authorizations.
• Requests information from customers to determine their needs, or purpose of visit.
• Learns to evaluate, authenticate, and verify information and official documents presented by customers and applicants; issues permits, licenses, and other official documents.
• Greets customers and answers telephone inquiries; refers the more complex and/or difficult inquiries to a senior level staff member.
• May operate a cash register and issue receipts for services rendered.
• Verifies the completeness and accuracy of information on forms and applications.
• Learns to compose basic correspondence in response to in-person or phone requests from customers or others.
• Sorts, indexes, and files documents according to established guidelines and procedures.
• Maintains essential records, reports, and files.
• Will be required to learn how to utilize various types of electronic and/or manual recording and computerized information systems used by the agency, office, or related units.

License

Appointees will be required to possess a driver's license valid in New Jersey only if the operation of a vehicle, rather than employee mobility, is necessary to perform the essential duties of the position.

Knowledge, skills and abilities

• Ability to learn the office routines, equipment, practices, procedures and functions.
• Ability to interact with the public and others in a courteous, timely, and efficient manner.
• Ability to make simple arithmetic calculations and tabulations.
• Ability to understand, remember and carry out oral and written directions.
• Ability to sort, index, file, alphabetize, and retrieve varied types of materials using an established filing system.
• Ability to learn to operate a cash register or other equipment used to collect fees for services rendered.
• Ability to learn to use computer terminal and other office equipment.
• Ability to learn to use customer service techniques that create a positive atmosphere when interacting with the public.
• Ability to perform work in high stress situations.
• Ability to learn to effectively deal with irate individuals.
• Ability to read and explain agency rules and regulations, and learn to apply them to specific situations.
• Ability to learn to locate requested information utilizing electronic sources.
• Ability to maintain essential records, reports, and files.
• Ability to learn how to utilize various types of electronic and/or manual recording and information systems used by the agency, office, or related units.
• Ability to read, writes, speak, understand, and communicate in English sufficiently to perform the duties of this position. American Sign Language or Braille may also be considered as acceptable forms of communication.
• Persons with mental or physical disabilities are eligible if they can perform the essential functions of the job with or without reasonable accommodation. If the accommodation cannot be made because it would cause the employer undue hardship, such persons may not be eligible.
• <b>PROMOTION:</b>
• Applicants who successfully complete the six (6) month training period will be eligible for promotion to the titles of Agency Services Representative 1; Agency Services Representative 1, Expungement; Customer Service Information Specialist 1; Customer Information Specialist 1,Tourism Welcome Center, in accordance with Civil Service Commission procedures.
• The inability of an employee in this title to attain a level of performance warranting advancement to one of the titles listed above shall be considered as cause for separation.

Note

The examples of work for this title are for illustrative purposes only. A particular position using this title may not perform all duties listed in this job specification. Conversely, all duties performed on the job may not be listed.