CLASSIFICATION NO. 041
CUSTOMER INFORMATION SPECIALIST
Under general supervision, to receive and direct telephone calls and visitors; to provide information of a general or technical nature in response to public inquiries; to maintain program information files and records; and to do other work as required.
The Customer Information Specialist serves as the initial resource for individuals contacting those County departments which have a sufficiently large volume of complex public inquiries to justify this classification. Positions in this class require a broad general knowledge of County functions, as well as detailed knowledge of the operations and personnel within assigned department. These are highly visible public relations positions; incumbents are expected to maintain composure under stressful conditions, and to exercise independent judgment, discretion and courtesy in assisting the public, and interpreting and explaining department policies, regulations and procedures.
The Customer Information Specialist differs from positions in the Office Specialist series which perform a variety of administrative support functions where reception duties generally comprise a lesser portion of work time and/or entail a lower volume of public inquiries, particularly those of a hostile, abusive or emergency nature.
Duties may include but are not limited to the following:
- Receives telephone calls and visitors from the public or other County departments; transfers or refers callers to appropriate staff/resource; may be required to evaluate nature of call to determine proper referral.
- Provides general, complex or technical information which requires the interpretation of Department policies and procedures; explains general County services and routes misdirected calls to proper County department or other resource.
- Maintains master appointment schedule; makes necessary adjustments to daily schedule according to staff changes; takes telephone messages for Department personnel.
- Maintains files and records of program information routinely sought by the public or other departments; prepares and updates routine records such as telephone extension lists and office locations of Department personnel.
- Consults technical or service manuals to resolve minor telephone equipment problems; serves as Department liaison with vendor and service personnel when problems occur and in purchasing goods and services for the telephone system; may train department staff in proper equipment use and maintenance.
- May operate a two-way radio system to receive and transmit messages; dispatches employees and equipment as necessary; refers radio inquiries to appropriate staff/resource.
- May perform various administrative support functions to facilitate office operations; reviews telephone bills for correct charges; computes or verifies data, fees or payments; performs clerical duties such as typing, filing or data entry.
REQUIRED KNOWLEDGE AND SKILLS
Working knowledge of: Modern office practices, procedures and techniques; basic English composition, spelling and grammar; arithmetic and general record keeping processes; general care, operation and capabilities of telephone and other office equipment; public relations concepts and techniques.
Skill to: Operate a multi-line telephone system accurately and efficiently; establish and maintain effective working relationships with the public, co-workers and personnel of other departments or businesses in a courteous, professional manner; interpret and apply Department policies, regulations and procedures; communicate effectively both orally and in writing; operate office equipment and two-way radio system.
Duties may include frequent contact with individuals who are hostile, verbally abusive and/or emotionally distressed.
Positions within the County's Criminal Justice agencies must successfully pass an extensive background investigation which may include national fingerprint records check.
All positions within the County's Criminal Justice agencies must pass a pre-employment drug test.
Driving may be necessary for County business. For position(s) with occasional/incidental driving, incumbents must possess a valid driver's license. Accommodation requests for an acceptable alternative method of transportation will be reviewed on an individual basis in compliance with State and Federal legislation. For position(s) with regular driving, incumbent(s) must also possess and maintain an acceptable driving record throughout the course of employment.
MINIMUM RECRUITING STANDARDS
Any satisfactory combination of experience and training that demonstrates possession of the required knowledge and skills.