AGENCY SERVICES REPRESENTATIVE 4

Definition

Under the direction 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 varied information to customers regarding department/agency programs and services; handles the most complex and/or sensitive customer issues, requests and complaints; functions in a lead worker capacity; 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 hould not be the primary emphasis of the position.

Positions at this level function in a lead worker capacity, and typically are the 'go-to' person in the absence of a supervisor. While incumbents at this level are not technically considered supervisors, they are expected to assist lower level staff by answering questions and providing guidance, advice, instruction, and training to enable them to learn the duties and responsibilities of the position.

Incumbents are expected to be knowledgeable regarding all relevant programs and services under the agency's jurisdiction, and have a clear understanding of how they relate to each other. Positions at this level are responsible for suggesting resolutions on matters where a clear precedent does not exist.

Examples of work

• Performs the most complex and/or sensitive 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 and interprets rules, regulations, policies and procedures, clarifies forms, provides detailed instruction and direction in the completion of applications, and resolves the most 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 ocuments presented by customers and applicants; issues permits, licenses, and other official documents; explains reasons for denial of issuance when necessary
• Takes the lead over Agency Services or other clerical staff
• Provides instruction, guidance and on-the-job training to Agency Services staff
• Greets customers and answers telephone inquiries
• May identify, intervene and resolve difficult issues
• Maintains liaison with other operational units of the agency, and as necessary, with units of other agencies concerned with agency activities
• 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 detailed 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

Four (4) 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, and resolve the most 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 function in a lead worker capacity 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 interpret 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. SC4019N/AA20-SC3519N/AA18-Bilingual In Spanish & EnglishSC3519N/AA18- 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