Job Specification
AGENCY SERVICES REPRESENTATIVE 2
DEFINITION:
Under the limited supervision 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
information to customers regarding department/agency programs
and services; may provide guidance and assistance to clerical
staff; 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
should not be the primary emphasis of the position.
Positions at this level perform work requiring familiarity with the
organization's procedures and rules and may involve the limited
exercise of independent judgment. Incumbents are expected to
have a basic understanding of the program in which they work
and the services provided in order to answer questions and
explain and/or clarify rules, policies and procedures without
frequent supervisory oversight. Incumbents at this level should
be able to effectively handle irate customers, or those who may
have trouble articulating their questions or problems.
Incumbents may process multi-step transactions at this level, and/or
transactions requiring knowledge and a general understanding of
operations across internal units. Positions at this level provide guidance
and assistance to entry level clerical staff.
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.
56356C - 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 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 rules, regulations, policies and
procedures, clarifies forms, provides instruction and direction
in the completion of applications, and resolves 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
documents presented by customers and applicants; issues permits,
licenses, and other official documents; explains reasons for denial
of issuance when necessary
Greets customers and answers telephone inquiries
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
May compose correspondence in response to in-person or telephone
requests from customers or others
Provides guidance and assistance to clerical staff
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:
Two (2) 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 instruction and direction in the completion of
applications, and resolve 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 listen effectively to customer problems, provide information
or direction and resolve issues
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 provide guidance and assistance to staff regarding the
work of the unit
Ability to read and explain 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 | | 56354 | | S | C | 40 | 12 | N/A | A13 | - | | 56356 | | S | C | 35 | 12 | N/A | A11 | - | | 56356C | Bilingual In Spanish & English | S | C | 35 | 12 | N/A | A11 | - |
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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