CUSTOMER SERVICE SPECIALIST (Pay Grade 24) AFSCME Local 1607

In accordance with the Merit System Rules and Regulations an eligible list which will be valid for a one-year period and which will be used to fill vacancies during that period is being established for this classification. Applicants on the eligible list will be certified in accordance with the Merit System and appropriate union contracts.

Candidates may submit online employment applications using the NEOGOV online application system available at PROCESS: The examination process for this posting may include an evaluation of training and experience a written examination a computerized exam an oral board interview examination a performance examination or any combination of the above in order to qualify applicants for placement on the eligible list. The eligible list will be used to fill vacancies that occur within the next year. The appropriate number of names on the eligible list as prescribed by Merit System Section 26.03.505 will be certified to the hiring department for consideration to fill the vacant position(s).
New employees are generally hired at the starting salary and may be eligible for merit increases each year upon receipt of a satisfactory performance evaluation up to the maximum salary.

GENERAL STATEMENT OF DUTIES: Performs all aspects of customer service provided to support the users of New Castle Countys information processing and telephone systems; work is carried out at multiple locations throughout the County within the framework of generally defined guidelines and directives; does related work as required.

DISTINGUISHING FEATURES OF THE CLASS: An employee in this class performs responsible administrative and technical work in the identification and resolution of reported problems and in the installation setup and training for desktop workstations network applications and telephone systems. Specific responsibilities include installation set-up connectivity and maintenance of desktop equipment; training and support of network applications including email and office automation products; training and support of telephone network applications and voice processing systems; maintaining user productivity through tracking and resolving user questions and problems either directly or by referral. Work may be supplemented by the services of a third-party vendor.

EXAMPLES OF WORK: (Illustrative only)

• Develops evaluates modifies and carries out all processes and procedures used for the timely identification and resolution of problems related to the Countys information processing and telephone systems;
• Installs tests maintains and repairs as required all desktop equipment including personal computers printers and telephones including the instruments consoles modems and FAX equipment along with their network connectivity;
• Supports the operation of all network and department-approved personal software applications including email and office automation products such as word processing and spreadsheets;
• Supports the operation of the telephone system and related software including all telephone network applications;
• Maintains the Countys personal computers printers telephones and circuit inventory;
• Provides information direct assistance and technical resources to users and division staff;
• Prepares reports and makes recommendations as required;
• Provides for the administration of system security;
• Provides for the assignment of user IDs and passwords;
• Assigns customer service tasks to other customer service staff and contractors as directed;
• Promotes an ongoing attitude of dedication to excellent public service and ensures that external and internal customers are provided with the highest quality of service;
• Operates a personal computer and other related equipment in the course of the work.

Meaghan McPherson
Human Resources Technician