State of Connecticut Executive Branch

Enterprises Customer Services Representative (2253CO)

$31.24-$40.82 Hourly / $2,264.76-$2,959.05 BiWeekly /
$59,110.00-$77,231.00 Yearly

PURPOSE OF JOB CLASS (NATURE OF WORK)

In a Department of Correction facility or district this class is accountable for all customer services regarding products of Correctional Enterprises.

SUPERVISION RECEIVED

Works under the general supervision of an employee of higher grade.

SUPERVISION EXERCISED

May lead lower level employees as assigned.

EXAMPLES OF DUTIES

  • Provides customer service information on all Correctional Enterprises products including product specifications, prices and delivery information; 
  • Processes customer orders; 
  • Monitors product controls and prepares periodic reports on overall production status or specific customer order(s) as requested; 
  • Responds to customer inquiries and/or complaints; 
  • Acts as liaison between customers and Correctional Enterprises to resolve problems or expedite orders; 
  • Contributes data for inclusion in sales brochures or catalogs; 
  • Performs related duties as required.

KNOWLEDGE, SKILL AND ABILITY

  • Considerable knowledge of principles and practices of customer service; 
  • Considerable
    • interpersonal skills; 
    • oral and written communication skills; 
  • Ability to
    • maintain records and prepare reports; 
    • utilize computer software.

MINIMUM QUALIFICATIONS - GENERAL EXPERIENCE

Six (6) years of experience in customer service in a telemarketing setting.

MINIMUM QUALIFICATIONS - SUBSTITUTIONS ALLOWED

College training may be substituted for the General Experience on the basis of fifteen (15) semester hours equaling one half (1/2) year of experience to a maximum of four (4) years for a Bachelor's degree.

SPECIAL REQUIREMENTS

Incumbents in this class may be required to successfully complete a formal training course in correctional work to develop the knowledge, skills and abilities to successfully perform the duties of the class.  

CHARACTER REQUIREMENTS

In addition to the checking of references and of facts stated in the application, a thorough background investigation of each candidate may be made before persons are certified for appointment.

JOB CLASS DESIGNATION

Classified/Competitive - Delegated

OCCUPATIONAL GROUP

(04)-Business Management

BARGAINING UNIT

(08)-CORR OFFICERS (NP-4)

EEO

(2)-Professional

SALARY INFORMATION

CO 09

ACKNOWLEDGEMENT

As defined by Sec. 5-196 of the Connecticut General Statutes, a job class is a position or group of positions that share general characteristics and are categorized under a single title for administrative purposes.  As such, a job class is not meant to be all-inclusive of every task and/or responsibility.

CANCELLATION CLAUSE

This replaces the existing specification for the class of Enterprises Customer Service Representative in Salary Group CO 09 approved effective June 22, 2018. (Reviewed for content. Revised to modernize format and add Acknowledgement section) Final No. 24-043

EFFECTIVE DATE

03/08/2024
CLASS: 2253CO; EST: 6/2/1978; REV: 3/11/2024;