Basic Purpose

Positions in this job family are responsible for establishing contact with customers. They provide the customer with the requested information or assistance concerning the services provided by the agency or direct this request to those who can provide the service. Responsibilities may include operating various types of telephone or communications equipment; serving as a cashier; and similar activities.

Typical Functions

• Responds to requests for informational materials; researches and fills requests for those requesting such materials and information; ensures an adequate inventory of materials concerning the service.
• Maintains inventory or other records; purchases necessary materials; sets up displays; maintains cleanliness of work area; and sells merchandise.
• Receives customers or visitors; answers telephone calls; secures and provides requested information; provides services; or directs the request to those who can provide the customer with the information or services.
• Receives requests for information and services and provides such services using advanced technological equipment.
• Responds to requests concerning the interpretation of agency or program policies and procedures; develops policies and procedures for the operation of daily activities.
• Prepares mail and parcels for mailing; sorts and distributes mail; operates scales and meters to determine proper postage.

Level Descriptor

This is the basic level of this job family where employees perform only the most routine tasks, and will be expected to gain in-depth knowledge of the program or services being offered.

Education and Experience

None

Knowledge, Skills, Abilities and Competencies

Knowledge, Skills, and Abilities required at this level include knowledge of methods and procedures concerning public contact; of telephone procedures; of spelling, punctuation and grammar; and of arithmetic. Skill is required to operate various office equipment including computers. Ability is required to work with customers; to gather data and facts; to keep records; and to communicate effectively, both orally and in writing.

Special Requirements

Additional Job Description