Customer Service

Responsibilities:

• Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, and obtain details of complaints.
• Provide services such as license, registration, title, permit, or program eligibility information.
• Verify that appropriate changes were made to resolve customer problems and document outcomes.
• Maintain accurate records of customer interactions, inquiries, complaints, comments, and actions taken.
• Resolve service or billing complaints by exchanging merchandise, refunding money, or adjusting bills as appropriate.
• Complete contract forms, process change-of-address records, and issue service discontinuance orders using computer systems.
• Refer unresolved grievances to designated departments for further investigation.
• Determine charges for requested services, collect deposits or payments, or arrange billing.
• Contact customers to respond to inquiries or to communicate claim investigation results and planned adjustments.
• Perform journey-level customer service activities requiring discretion when releasing information and resolving difficult issues.
• Conduct research, compile information, and analyze policies and procedures to resolve customer issues.
• Handle cash receipts periodically, reconcile cash against known figures, and prepare and transmit daily deposits to the bank or state treasurer’s office.

Required Skills & Qualifications:

• Knowledge of applicable program rules, regulations, policies, procedures, systems, and relevant statutes.
• Customer service principles, including needs assessment, service quality standards, and satisfaction evaluation.
• Proficiency in English usage, spelling, composition, and grammar.
• Clerical skills including word processing, records management, and standard office procedures and terminology.
• Active listening and effective verbal communication.
• Service orientation with a consistent focus on helping customers.
• Reading comprehension for work-related documents and policies.
• Critical thinking to evaluate solutions and approaches to problems.

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