Estimated Length: 19 months Full-Time M-F 9AM-5PM

Responsibilities

• Respond to customer inquiries and/or complaints, analyze information and identify issues to be resolved.
• Responsible for handling all general customer inquiries and either resolving the issue or referring the problem to the appropriate line staff for resolution.
• Gather detailed information from callers to determine the best approach to resolve problems.
• Refer complex and/or sensitive situations, beyond the scope of their authority, to supervisor or line department staff.
• Handle difficult customers and/or situations that require deciphering incoherent or disorganized information to accurately assess and meet customer needs.
• Utilize personal computers and telecommunications equipment to research and respond to customer inquiries.
• Provide information and assistance to achieve and maintain customer satisfaction.
• Perform database and manual record searches to ensure that all customer inquiries and concerns are addressed and resolved accurately and as expeditiously as possible.
• Route information via manual/automated systems to appropriate party for processing.
• Determine whether information should be routed to a supervisor or program area to minimize the rerouting of telephone calls.
• Advise customers of available options for resolving problems or other appropriate action which will result in customer satisfaction.
• Provide detailed information about agency programs and services.
• Interpret and explain workers’ compensation and disability benefits claims processing procedural requirements.
• Translate technical terminology into layman’s terms.
• May be assigned to small units to develop intensive expertise in a specific function such as reviewing Section 15.8 reimbursements from Special Funds or Disability Benefits.
• Provide prompt, courteous and accurate responses to routine inquiries.
• Prepare written correspondence in response to inquiries, which must be accurate, concise, relevant and well organized.
• Determine when a problem or issue lies outside of a particular program’s jurisdiction and advise and assist customer to identify appropriate steps to resolve their concerns.
• If decentralized to a specific district office, responsible for developing an awareness of the specific characteristics of the customers served byDistrict Office, their needs and unique concerns.
• Responsible for adapting statewide policies to the unique circumstances of the individual district office.
• May be assigned to special projects functioning as an incubator for organizational change throughout the agency by testing new service concepts and procedures prior to full rollout in District Offices.
• Identify patterns and/or events that may suggest problems in procedures or processes and report to supervisor.

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