Estimated Length: 24 months M-F 9AM-5PM 7.5 hours per day.
1. Respond to customer inquiries and/or complaints, analyze information and identify issues to be resolved.
2. Responsible for handling all general customer inquiries and either resolving the issue or referring the problem to the appropriate line staff for resolution.
3. Gather detailed information from callers to determine the best approach to resolve problems.
4. Refer complex and/or sensitive situations, beyond the scope of their authority, to supervisor or line department staff.
5. Handle difficult customers and/or situations that require deciphering incoherent or disorganized information to accurately assess and meet customer needs.
6. Utilize personal computers and telecommunications equipment to research and respond to customer inquiries.
7. Provide information and assistance to achieve and maintain customer satisfaction.
8. Perform database and manual record searches to ensure that all customer inquiries and concerns are addressed and resolved accurately and as expeditiously as possible.
9. Route information via manual/automated systems to appropriate party for processing.
10. Determine whether information should be routed to a supervisor or program area to minimize the rerouting of telephone calls.
11. Advise customers of available options for resolving problems or other appropriate action which will result in customer satisfaction.
12. Provide detailed information about agency programs and services.
13. Interpret and explain workers’ compensation and disability benefits claims processing procedural requirements.
14. Translate technical terminology into layman’s terms.
15. 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.
16. Provide prompt, courteous and accurate responses to routine inquiries.
17. Prepare written correspondence in response to inquiries, which must be accurate, concise, relevant and well organized.
18. 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.
19. If decentralized to a specific district office, responsible for developing an awareness of the specific characteristics of the customers served by District Office, their needs and unique concerns.
20. Responsible for adapting statewide policies to the unique circumstances of the individual district office.
21. 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.
22. Identify patterns and/or events that may suggest problems in procedures or processes and report to supervisor.