Customer Service Representative III

Knowledge of methods and procedures concerning public contact
Knowledge of telephone procedures
Knowledge of spelling, punctuation, and grammar
Knowledge of arithmetic
Knowledge of the program or services being provided
Knowledge of laws and rules concerning program or services being provided
Knowledge of techniques of training
Knowledge of supervisory principles and practices
Skill in operating various office equipment including computers
Ability to work with customers
Ability to gather data and facts
Ability to keep records
Ability to communicate effectively, both orally and in writing
Ability to provide leadership on assigned projects or teams
Ability to review the work of others
One year of experience in sales public contact work, handling and processing mail, or general office clerical work plus four additional years of experience in customer service, mail room operations or technical clerical work, or an equivalent combination of education and experience.

Monitors e-messaging on Securus
Maintains ACA files
Supervises employees, ensures the delivery of quality customer service, provides accurate and timely information and oversees staff training and development
Responds to requests for informational materials; researches and fills requests for those requesting such materials and information; ensures an adequate inventory of materials concerning the service
Prepares notice of statements and sends copies to customers; reconciles discrepancies in billing and issues reminder notices
Maintains inventory or other records; purchases necessary materials; sets up displays; maintains cleanliness of work area; and sells merchandise
Receives customers or visitors; answers telephone calls; secures and provides requested information; provides services; or directs the request to those who can provide the customer with the information or services
Receives requests for information and services and provides such services using advanced technological equipment
Responds to requests concerning the interpretation of agency or program policies and procedures; develops policies and procedures for the operation of daily activities
Prepares mail and parcels for mailing; sorts and distributes mail; operates scales and meters to determine proper postage
Screens, examines and verifies documents for correctness, appropriateness, adequacy and conformity to establish requirements and follow up on requests or discrepancies.