Customer Service Representative

This position is located in the Office of Administrative Hearings (OAH). The Customer Services Representative reports to the Deputy Clerk of Court. The primary responsibility of this position is to professionally and courteously attend to agency customers' requests for data or information, either by phone, correspondence, or in person, and/or to refer or direct the customers to the appropriate agency staff for additional information.

• Greets and welcomes all internal/external visitors, in person and by phone, in courteous and professional manner and understands their reasons for coming or calling, needs, and requests. Informs the appropriate agency staff of guests/visitors.
• Ensures that the OAH Resource Center and reception area are properly organized and that the displays are relevant materials and current magazines or resources for use by visitors and guests.
• Responds quickly, orally and in writing, to a moderate to high volume of inquiries; provides information to the public concerning OAH programs and services.
• Processes check payments that customers drop off or mail into the agency. These payments involve verifying details of the check, infraction/violation and posting the check in the agency software.
• Evaluates the nature of each inquiry and provides appropriate and accurate information based on the unique circumstances of each individual.
• Recognizes when necessary to request assistance and makes appropriate referrals and follows up in a timely manner.
• Elicits information, with sensitivity, regarding the caller's situation and status under different programs.
• Directs inquiries or response requests to the proper organizational component or staff member(s) of OAH.
• Assists, coordinates, and performs assignments and tasks that require information research and gathering.
• Receives and screens incoming correspondence and determines appropriate action.
• Assist with helping to maintain information flow and incoming/outgoing correspondence at OAH Resource Center and reception area following office policy and procedures.

Specialized experience is experience that equipped the applicant with the particular knowledge, skills and abilities to successfully perform the duties of the position in the normal line of progression. The applicant must possess one (1) year of specialized experience equivalent to at least the grade 06 level.

None

Work is generally performed in an office or courtroom setting. The work is sedentary. However, there may be some walking; handling, carrying and occasional lifting and movement of light and heavy objects such as documents, exhibits, records, briefcases, and office furniture or equipment are required.

• Tour of Duty:
  Monday - Friday 8:30 am - 5:00 pm
• Promotion Potential:
  No known promotion potential
• Duration of Appointment:
  Career Service - Regular
• Pay Plan, Series, Grade: CS-0303-07
• Salary: $51,456 - $67,548
• Collective Bargaining Unit:
  This position is in the collective Bargaining Unit and represented by AFSCME.

The District of Columbia Government is an 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, or political affiliation.