Job Specification
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.
CLASSIFICATION CRITERIA:
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.
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.
56364C - 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.
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
REQUIREMENTS:
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 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 | Variant | State,
Local or
Common | Class of
Service | Work
Week | State
Class
Code | Local
Class
Code | Salary
Range | Note | | 56362 | | S | C | 40 | 19 | N/A | A20 | - | | 56364 | | S | C | 35 | 19 | N/A | A18 | - | | 56364C | Bilingual In Spanish & English | S | C | 35 | 19 | N/A | A18 | - |
This job specification is for state government use only.
Salary range is only applicable to state government.
Local salaries are established by individual local jurisdictions.
7/27/2013 |
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