CUSTOMER SERVICE REPRESENTATIVE 1 CLASS PURPOSE To provide customer service and specialized information; assist individuals in securing services, permits or licenses; perform related work. GENERAL INFORMATION These positions may involve dealing with hostile or angry individuals; and require sufficient speech and hearing acuity to perform customer service work. DISTINGUISHING CHARACTERISTICS Employees in this classification will spend approximately 60% of their time greeting visitors and answering the telephone. Typically, office support tasks will comprise less than 40% of total work time. At this level, incumbents must possess good knowledge of department programs and services in order to provide and obtain accurate information, explain and apply rules, policies, and procedures, determine eligibility for available services and refer people to the appropriate department or staff. A high degree of confidentiality is often involved in performing work with the public. This level can be distinguished from the Receptionist by the requirement for independently applying program knowledge to screen for services and assist individuals. NATURE AND SCOPE Incumbents question customers to determine their needs or purpose of their visit, interview customers to obtain program-related data, and provide specialized information regarding department services. Incumbents interpret, explain, and apply department standards, policies, procedures, and criteria when interviewing individuals to collect information and screen for services. Interviewing may include subjects such as income, marital status, m