General Job Information

Job Summary

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' request 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.

Duties and Responsibilities

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.

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.

Qualifications and Education

Must possess at least one (l) year of specialized experience equivalent to the next grade level, CS-6. Specialized experience is experience which is directly related to the position and has equipped the individual with the knowledge, skills, and abilities to successfully perform the duties of the position.

Specialized experience includes knowledge of the principles and concepts of Customer service and the practices related to programs, organizational structure, functions and interrelationships sufficient to provide full explanations in response to specific inquiries.

Ability to handle confidential and sensitive matters, issues and concerns, and recommend solutions or alternatives to problems.

License and Certification

None

Working Conditions / Environment

The work is in an office setting.

Licenses and Certifications

None

Other Significant Facts

Duration of Appointment : Career Service Permanent

Tour of Duty : Monday - Friday; 8 : 15 am 4 : 45 pm

Pay Plan, Series and Grade : CS-0303-07

Promotional Potential : None

Collective Bargaining Unit : (Union) : This position is in the collective Bargaining Unit and represented by AFSCME.

Position Designation(s) : The position has been deemed security-sensitive, pursuant to section 410 of Chapter 4 of the Personnel Regulations.

Accordingly, the incumbent will be subject to pre-employment checks (criminal background and traffic records, if applicable) as a condition of employment, and will be subject to periodic criminal background checks, and traffic records for the duration of your tenure.

EEO Statement : The District of Columbia Government is an Equal Opportunity Employer. All qualified candidates will receive consideration without regard race, color, sex, religion, national origin, age, disability, marital status, personal appearance, sexual orientation, gender identity or expression, family responsibilities, genetic information, matriculation, political affiliation, credit information, homeless status, and / or victims or family members of victims of domestic violence, sexual offense or stalking.

Last updated : 2024-05-19