AGENCY SERVICES REPRESENTATIVE 3

Definition

Under the general supervision of a supervisory official in a state department, agency, or institution, provides front-line and behind the scenes customer and other support services involving the review, processing and issuance of agency documents; provides specialized information to customers regarding department/agency programs and services; handles the more complex and/or sensitive customer issues, requests and complaints; does other related work as required.

<b>CLASSIFICATION CRITERIA: </b>

The major focus of positions classified as Agency Services Representatives is public contact. Incumbents spend a majority of their work time responding to questions and soliciting information, orally and in writing, from members of the general public, co-workers, and others for the purpose of processing agency documents. Other clerical support functions may be assigned from time to time but should not be the primary emphasis of the position.

Positions at this level perform work requiring considerable experience and familiarity with the organization's procedures and rules. Incumbents provide specialized information of a varied nature about department/agency programs and services. This involves researching and explaining laws/regulations and technical information, clarifying, explaining, and resolving complex, varied and sometimes difficult issues, and preparing clear and concise responses. Employees frequently are required to exercise independent judgment to make decisions where a clear precedent does not exist, however a senior level staff member or supervisor should always be accessible to provide support if necessary. Incumbents must be able to "think on their feet" at this level. Positions at this level are expected to be intimately familiar with the operations within the unit of assignment, and the unit's interrelationship with other areas within the department.

Examples of work

• Performs the more complex technical duties involving the review, processing, data entering or recording, and issuance of 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
• Answers questions, explains rules, regulations, policies and procedures, clarifies forms, provides detailed instruction and direction in the completion of applications, and resolves the more difficult and sensitive customer issues and problems
• Requests information from customers to determine their needs, or purpose of visit
• Assesses eligibility for program services, licensure, certifications and other authorizations based on established rules, guidelines, policies and procedures
• Evaluates, authenticates and verifies information and official documents presented by customers and applicants; issues permits, licenses, and other official documents; explains reasons for denial of issuance when necessary
• Greets customers and answers telephone inquiries
• May operate a cash register and issue receipts for services rendered
• Verifies the completeness and accuracy of information on forms and applications
• Conducts information searches in electronic or manual file systems
• Prepares correspondence in response to in-person or telephone requests from customers or others
• Sorts, indexes, and files documents according to established guidelines and procedures
• Maintains essential records and files
• Will be required to learn to utilize various types of electronic and/or manual recording and computerized information systems used by the agency, office, or related units

Experience

Three (3) years of experience providing information and support to customers or clients, responding to technical inquiries and/or complaints regarding products, services or programs, or collecting payments in a government or office setting.

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

Knowledge of office routines, equipment, practices, procedures and functions Knowledge of methods used to resolve customer inquiries and/or complaints in a tactful professional manner Ability to answer questions, effectively explain department programs and services, review forms and applications for completeness and accuracy, provide detailed instruction and direction in the completion of applications, and resolve complex and/or sensitive issues and problems Ability to interact with the public and others in a courteous, timely, and efficient manner Ability to organize assigned clerical work and develop effective work methods Ability to make 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 identify pertinent information Ability to work independently within the prescribed procedures and policies of the department/agency Ability 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 listen effectively to customer problems, provide information or direction and resolve issues Ability 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 effectively deal with irate individuals Ability to read and explain agency rules and regulations and apply them to specific situations Ability to locate requested information utilizing electronic sources Ability to maintain essential records and files Ability to learn 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, or 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 as long as they can perform 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. This job specification is applicable to the following title code(s) which are different work week or work month and/or variants of the job class title: Job Spec Code State, Local or Common Class of Service Work Week State Class Code Local Class Code Salary Range

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. NOTE: Appointments may be made to positions requiring bilingual skills. - Bilingual in Spanish and English SPECIAL SKILL: Applicants must be able to read, write, speak, understand, or communicate in Spanish and English sufficiently to perform the duties of this position. SC4015N/AA16-SC3515N/AA14-Bilingual In Spanish & EnglishSC3515N/AA14- This job specification is for government use only. Salary range is only applicable to state government. Local salaries are established by individual local jurisdictions. 7/27/2013