Customer Service Representative

About the Department

Under the general supervision of the Director, Assistant Director, or designee, the Customer
Service Representative is responsible for providing front-line customer support by assisting clients
with inquiries, processing licensing applications, and collecting and accounting for financial
transactions. Maintains accurate records, ensures compliance with departmental policies and
regulations to facilitate smooth office operations.

Work is performed in accordance with established standard procedures, rules and regulations.

Position Duties

Serves as the first point of contact for visitors and clients by greeting them professionally,
providing information, and directing them to the appropriate personnel or department.

Answers incoming phone calls, responds to emails, and handles inquiries regarding the
agency’s/department’s licensing requirements, and procedures.

Provides guidance on licensing applications and fees, ensuring applicants understand necessary
requirements and documentation.

Reviews applications and supported documents for completeness and accuracy.

Notifies applicants of missing or incorrect information via email or telephone to ensure
conformance with the agencies/departments policies and procedures.

Collects and disburses monies collected in accordance with established policies and procedures.

Performs transactions, prepares bank deposit documents, and remits deposits daily to the
appropriate bank as needed.

Completes check verification procedures using authorized equipment that meets agency
compliance requirements.

Prepares daily and periodic reports on collection activities.

Performs a variety of routine clerical tasks to include the filing, scanning, uploading of documents
and compiling of reports.

Compiles logs and prepares routine reports detailing the daily activities of the agency or
department.

Inputs information into the computer system, spreadsheet, database, or document following the
agency’s or department’s policies to ensure consistency, accuracy, and ease of processing or
analysis.

Works collaboratively with other office staff to ensure smooth operations and provide support
where needed.

Participates in meetings and contributes to process improvements.

Provides assistance with monitoring the agency or department’s driver’s license examination
process.

Performs other related duties as assigned.

Minimum Qualifications

High School Diploma or its equivalent from accredited institution and four (4) years of
administrative office support to include one (1) year experience in collection of money and
customer service.

Other Qualifications

FACTOR 1- KNOWLEDGE REQUIRED BY THE POSITION
Knowledge of laws, regulations, and guidelines governing the agency or departmental operations.
Knowledge of standard office policies and procedures.
Knowledge of basic mathematics.
Knowledge of cashing software, including ERP, Central Square Cash Receipts.
Knowledge of the government revenue collection processes using TeleCheck or similar systems.
Knowledge of data entry operations and filing practices.
Skill in customer service and interpersonal communication.
Skill in active listening.
Skill in computer operations, including Microsoft Office Suite.
Ability to collect, organize, analyze, and present information in a structured format for effective
communication of findings, progress, or recommendations.
Ability to be professional and pay attention to detail.
Ability to communicate effectively to facilitate smooth office operations.
Ability to meet established departmental standards.
Ability to prepare reports.
Ability to read and comprehend.
Ability to express oneself clearly and concisely, orally and in writing.
Ability to establish and maintain effective working relationships with all people contacted during
work.
Ability to prioritize tasks, manage time efficiently, and handle multiple responsibilities
simultaneously.

FACTOR 2- SUPERVISORY CONTROLS
Work is performed under the general supervision of the Director, Assistant Director, or other
higher official who give general work assignments. Work is reviewed upon completion through
daily reports submitted for evaluation and adherence to policies and regulations.

FACTOR 3- GUIDELINES
Guidelines include applicable laws, departmental rules, regulations, policies and procedures and
other guidelines pertaining to cashier transactions, issuance of agency-related licenses and other
miscellaneous services.

FACTOR 4- COMPLEXITY
Work is recurring and requires general knowledge of relevant policies, methods, and procedures.
Analyze each situation to determine what action is to be taken within the limit of standard
procedures.

FACTOR 5- SCOPE AND EFFECT
The purpose of the work is to provide administrative support, a wide range of clerical tasks, and
customer service that ensure smooth office operations and regulatory compliance.

FACTOR 6- PERSONAL CONTACTS
Contacts are customers, business owners, government agencies, departmental staff, and other
stakeholders, made in person, by email or by telephone.

FACTOR 7- PURPOSE OF CONTACTS
Contacts are made to advise, obtain, and exchange information, provide guidance and problem
resolution, collaborate on business matters, and ensure compliance and information accuracy.

FACTOR 8- PHYSICAL DEMANDS
Work is primarily sedentary, involving computer and office equipment use, with occasional lifting,
walking, standing, bending, and some travel for meetings or training.

FACTOR 9- WORK ENVIRONMENT
Work is performed in an air-conditioned office, with regular interaction with staff and clients.