Customer Assistance Rep
Positions in this job family are assigned responsibilities related to providing services and assistance to taxpayers, customers, or clients and resolving questions and problems concerning state laws or agency policies and procedures. They will respond to requests for publications and forms, analyze information presented to determine the nature of the problem, provide advice on laws, policies, and procedures related to the agency’s business operations, and provide other assistance as needed.
The functions within this job family will vary by level, but may include the following:
- Reviews and analyzes requests for information and clarification of laws, policies and procedures; provides responses to inquiries concerning filing requirements, due dates, registration procedures and similar data; and conducts research of laws and rules as needed to respond to requests for information or assistance.
- Coordinates with other divisions or units as needed to clarify policies and procedures, determines status of individual accounts, issue clearances, and resolve problems; routes requests for materials, publications or information to appropriate units for processing.
- Reviews and edits forms to verify computations, status, and other data; determines reporting requirements based on business activity and related laws.
- Reviews records and other data concerning business activity to identify tax accounts that can be closed.
- Conducts inventories of publications, forms, supplies and other materials as needed; maintains records, files, reports and other materials.
The Customer Assistance Representative job family consists of four levels which are distinguished based on the complexity of the work assigned, the level of expertise required to perform specific job assignments, and the responsibility assigned for the supervision of others.
Level I: Code: E55A Salary Band: F
This is the basic level of this job family where employees are assigned responsibilities for performing entry level work in a training status to build their skills in providing services and assistance to clients and customers. In this role they will be assigned tasks which involve responding to routine inquiries concerning required publications and forms, providing required materials and information, and advising customers on various policies and procedures. This will include providing services to both walk-in and telephone customers or as a result of written inquiries.
Knowledge, Skills and Abilities required at this level include knowledge of office practices and procedures including the maintenance of records; of business arithmetic; and of spelling, punctuation and grammar. Ability is required to establish and maintain effective working relationships with others; to read, comprehend and apply various policies and procedures; and to communicate effectively, both orally and in writing.
Education and Experience requirements at this level consist of one year of experience in clerical office work; or as a customer service representative; or an equivalent combination of education and experience, substituting thirty semester hours of college, including six semester hours in business or public administration for the required experience.
Level II: Code: E55B Salary Band: G
This is the career level where employees are assigned responsibilities at the full performance level for performing a full range of activities in providing services and assistance to clients and customers. This includes responding to inquiries and requests for assistance related to a variety of requirements and coordination with other divisions or units as needed to provide required services or assistance. Duties also include assisting in resolving various problems, obtaining clearances and researching laws to respond to complex and difficult inquiries.
Knowledge, Skills and Abilities required at this level include knowledge of state laws and rules concerning the business operations of the agency; of accounting principles and practices; of various types of business organizations ; of office practices; of business arithmetic; and of methods and techniques for conducting research. Ability is required to read and interpret laws; to communicate effectively, both orally and in writing; to establish and maintain effective working relationships with others; and to apply laws and rules to individual problems and situations.
Education and Experience requirements at this level consist of those identified in Level I plus two years of experience in customer service, processing tax returns, bookkeeping or closely related work. .
Level III: Code: E55C Salary Band: H
This is the specialist level where employees are assigned responsibilities involving a full range of activities and all functional areas of the agency. They will provide oversight for various activities, provide training and assistance to other employees as needed, conduct research on unusual problems or situations, and coordinate with other divisions as required. They also make recommendations on changes in work procedures. Employees at this level will act as either team leader or lead worker.
Knowledge, Skills and Abilities required at this level include those identified in Level II plus knowledge of training principles and techniques.
Education and Experience requirements at this level consist of those identified in Level II plus one additional year of qualifying experience.
Level IV: Code: E55D Salary Band: J
This is the leadership level where employees are assigned responsibilities involving the direct supervision of others in providing customer assistance services. This will include assigning and reviewing work, evaluating performance, employee development, disciplinary actions, approving leave and other administrative responsibilities such as preparing administrative and statistical reports and participating in the development of policies and procedures.
Knowledge, Skills and Abilities required at this level include those identified in Level III plus knowledge of supervisory principles and practices. Ability is required to organize and direct the work of others and to construct various types of reports.
Education and Experience requirements at this level consist of those identified in Level III plus one additional year of qualifying experience.