Customer Service Specialist I

Class Definition

GENERAL STATEMENT OF DUTIES: To be responsible for the operation of a central telephone console or similar device and serve as agency receptionist; to perform routine clerical tasks, including typing; to provide information about the availability of programs and services for older persons; to be initial point of entry for departmental customers; to do related work as required.

SUPERVISION RECEIVED: Instructions provided in detail initially; work is constantly reviewed for prompt, cheerful and accurate performance.

SUPERVISION EXERCISED: To instruct temporary receptionist/telephone operators as needed.

Illustrative Examples of Work Performed

To operate a central telephone control console or similar device.

To forward and transfer calls as required.

To serve as receptionist for the agency by greeting customers, determining their needs, and referring them to the appropriate agency contract person.

To provide information regarding programs and services for older Rhode Islanders.

To maintain leaflet racks and distribute literature.

To record work activities as required.

To perform clerical tasks when not occupied as receptionist/telephone console operator.

To be initial point of contract for customers of the agency.

To do related work as required.

Required Qualifications for Appointment

KNOWLEDGES, SKILLS AND CAPACITIES: A working knowledge of telephone switchboard or control console operation; the ability to follow written and oral instructions; the ability to communicate well with coworkers and the public; the ability to type utilizing word processing equipment; a cheerful disposition; and related capacities and abilities.

EDUCATION AND EXPERIENCE:

Education: Such as may have been gained through: graduation from a senior high school; additional completion of a course of study in the clerical/technical field; and

Experience: Such as may have been gained through: employment as an operator of a telephone control console, switchboard, or similar device; and as a customer service employee.

Or, a combination of education and experience that is substantially equivalent to the above education and experience.

Supplemental Information

This positon supports the business activities of the Office of Rehabilitation Services and its divisions. Providing primary back up for telephone operator and agency receptionist, performs mail handling duties in office, performs general clerical and support functions as needed, document scanning, data entry, creating and mailing letters, package handling in office, assists in maintenance of calendars and scheduling conference /meeting rooms. Greets customers, gathers and disseminates information; assist with overall management of reception area in conjunction with other support personnel.

Proficiency in typing or use of office and computer equipment.

https://www.e-verify.gov/sites/default/files/everify/posters/IER_RighttoWorkPoster.pdf

https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf

For information regarding the benefits available to State of Rhode Island employees, please visit the Office of Employee Benefits' website at http://www.employeebenefits.ri.gov/.

Also, be advised that a new provision in RI General Law 35-6-1 was enacted requiring direct deposit for all employees. Specific to new hires, the law requires that all employees hired after September 30, 2014 participate in direct deposit.

Accordingly, any employee hired after this date will be required to participate in the direct deposit system. At the time the employee is hired, the employee shall identify a financial institution that will serve as a personal depository agency for the employee.

01

Are you currently employed as a Customer Service Specialist I with the State of Rhode Island as a member of Council 94? (You must answer this question correctly to be considered based on your union affiliation. If you fail to answer this question correctly, you will not be entitled to be considered based on contractual provisions.)

• Yes

• No

02

Are you a member of Council 94 Local 2882? (You must answer this question correctly to be considered based on your union affiliation. If you fail to answer this question correctly, you will not be entitled to be considered based on contractual provisions.)

• Yes

• No

03

Are you a member of Council 94 ? (You must answer this question correctly to be considered based on your union affiliation. If you fail to answer this question correctly, you will not be entitled to be considered based on contractual provisions.)

• Yes

• No

Required Question

Agency State of Rhode Island

Address One Capitol Hill

Providence, Rhode Island, 02908

Website http://www.apply.ri.gov