Job Specification
AGENCY SERVICES REPRESENTATIVE 3
DEFINITION:
Under the general 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 specialized
information to customers regarding department/agency programs and
services; handles the more complex and/or sensitive customer issues,
requests and complaints; 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 considerable experience
and familiarity with the organization¿s procedures and rules. Incumbents
provide specialized information of a varied nature about department/agency
programs and services. This involves researching and explaining
laws/regulations and technical information, clarifying, explaining, and
resolving complex, varied and sometimes difficult issues, and preparing
clear and concise responses. Employees frequently are required to
exercise independent judgment to make decisions where a clear precedent
does not exist, however a senior level staff member or supervisor should
always be accessible to provide support if necessary. Incumbents must
be able to "think on their feet" at this level. Positions at this level are
expected to be intimately familiar with the operations within the unit of
assignment, and the unit's interrelationship with other areas within the
department.
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.
56360C - 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 more complex 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 detailed instruction and direction in the completion
of applications, and resolves the more 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 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
Prepares 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:
Three (3) 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 in the completion
of applications, and resolve 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 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 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 | | 56358 | | S | C | 40 | 15 | N/A | A16 | - | | 56360 | | S | C | 35 | 15 | N/A | A14 | - | | 56360C | Bilingual In Spanish & English | S | C | 35 | 15 | N/A | A14 | - |
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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