Customer Service Representative
: Job Details :

General Job InformationJOB SUMMARYLocated in the nation's capital, The Office of the Attorney General (OAG) is the chief legal office of the District of Columbia. The OAG enforces the laws of the District, defends, and provides legal advice to the District's government agencies and protects the interests of the District's residents. This position is located within the Child Support Services Division.The Office of the Attorney General for the District of Columbia is seeking a Customer Service Representative within the Child Support Services Division, Financial Management Unit. The incumbent is responsible for answering, screening, and processing calls from the general public via a computer delivery tracking system as well as onsite visits and/or correspondence and responding to such contacts as able or routing the matters to Case Management Specialists and/or Attorneys, as appropriate.DUTIES AND RESPONSIBILITIESReceives communications from the general public regarding child support services, complaints, programs, and case status. Receives and evaluates calls and other contacts from the public requesting assistance and takes appropriate action, as directed by the situation and mandated in the directives to respond to needs of citizens. Interviews customers to obtain necessary information to ensure a prompt and appropriate response to particular inquiries. Documents an accurate and complete accounting of the contact and/or changes to the specific case. Determines the nature of the inquiry and input and transmits call/visit/communication information, entering data into a case management tracking system to ensure documentation and prompt response. Applies policies, procedures, and guidelines relating to ensuring appropriate response to each customer contact.Evaluates the nature of each inquiry, records details as appropriate, and provides information that is appropriate to the unique circumstance of each individual requesting assistance or makes appropriate referrals.Elicits information regarding the customer's situation and case status while conforming to confidentiality laws and procedures.Analyzes information gathered from customers, ascertaining whether urgent action is required. Initiates corrective action when necessary to solve a potential explosive situation and suggests alternatives to resolve the problem. As appropriate, makes appropriate referrals, or as necessary seeks supervisory assistance.Establishes and maintains control records on all incoming correspondence including follow-up activity.Prepares referrals to case processing units regarding matters the incumbent is unable to resolve through the typical First Response Unit processes and scope of responsibility. Exercises discretion in responding to customer inquiries as well as in routing unresolved case matters to the appropriate case processing unit.Provides timely responses to the customer service inquiries received by CSSD via the telephone, in-office visits, or in writing, as assigned. Prepares periodic reports on a variety of case- and performance-related matters. Follows up on vital case-related inquiries from other government agencies.Utilizes the Language Access Line, or collaborates with CSSD bilingual staff, for translation support in matters involving non-English speaking customers, as appropriate.QUALIFICATIONS AND EDUCATIONApplicants must have at least (1) year of specialized experience equivalent to at least the CS-07 grade level, or its non-District equivalent gained from either the public or private sector.Bilingual candidates encouraged to apply.WORKING CONDITIONS/ENVIRONMENTWork is generally performed in an office setting.OTHER SIGNIFICANT FACTORSTour of Duty: Monday - Friday; 8:15 a.m.- 4:45 p.m.Pay Plan, Series, Grade: CS-301-08Salary: The starting salary for this position is negotiable up to $61,909 depending on qualifications and availability of funds.Collective Bargaining Unit (Union): This position is under This position is in the collective bargaining unit represented by AFSCME Local 2401.Duration of Appointment: Career Service - RegularResidency Requirement: Applicants claiming Residency Preference will be required to maintain residency in the District of Columbia for a minimum of seven (7) years. Failure to do so may result in forfeiture of employment.Equal Opportunity Employer: All qualified candidates will receive consideration without regard to race, color, religion, national origin, sex, age, marital status, personal appearance, sexual orientation, family responsibilities, matriculation, physical handicap, genetic information, or political affiliation.Notice of Non-discrimination: In accordance with the D.C. Human Rights Act of 1977, as amended, D.C. Official Code, Section 2-1401.01 et. seq., (Act) the District of Columbia does not discriminate on the basis of actual or perceived race, color, religion, national origin, sex, age, marital status, personal appearance, sexual orientation, familial status, family responsibilities, matriculation, political affiliation, disability, genetic information, source of income, or place of residence or business. Sexual harassment is a form of sex discrimination that is also prohibited by the Act. In addition, harassment based on any of the above-protected categories is prohibited by the Act. Discrimination in violation of the Act will not be tolerated. Violators will be subject to disciplinary action.OFFICIAL JOB OFFERS ARE TO BE MADE ONLY BY THE HUMAN RESOURCES SECTION OF THE OFFICE OF THE ATTORNEY GENERAL