Customer Service Coordinator - State of Rhode Island : Job Details

Class Definition

The Customer Service Coordinator (CSC) is responsible for identifying and resolving problem filings; processing refund requests; actively promoting and managing continuous improvement in customer service standards; assisting with special projects; and performing other duties as needed. The CSC champions first class service for our customers through their interaction with the Business Services Division.

The CSC is intellectually curious, highly motivated and has a strong sense of public service. A confident, strategic and critical thinker, the CSC possesses a good sense of humor and a commitment to improvement.

Illustrative Examples of Work Performed

Administrative Duties: The CSC performs work directly related to the general business operations of the Business Services Division. The CSM's performs various duties including, but not limited to:

* Act as the Division's designated support staff to perform Certification Clerk duties, Document Processor duties, and Call Center duties as needed. These support services may be required daily;

* Act as an escalation point for all customer complaints - tier 2 and above - when requested;

* Answer all general correspondence (mail/e-mail) forwarded to the Business Services Division;

* Research and return miscellaneous checks mailed to the Business Services Division;

* Process all refund requests and prepare all related correspondence;

* Act as payment processing liaison between RI.GOV and the Business Services Division. Handle duplicate payments, chargebacks and any other payment issues;

* Process registered/resident agent resignations and assist the Deputy Director with the management of registered office records up to and through the revocation process;

* Perform record checks for law enforcement, judiciary, and other state agencies;

* Perform database checks for liquor license renewals as requested by city/town clerks;

* Process and file all Games of Chance applications;

* Review documents remitted for filing with school or university in the title to determine filing eligibility, correspond with RI Department of Education or RI Office of Postsecondary Commissioner;

* Correspond with RI Department of Children, Youth and Families (DCYF) to notify the Department of new pre-school and daycare filings; and

* Perform other duties as required.

In conjunction with the Business Services Leadership team, the CSC has an active role in the Division's customer service programs by assisting with:

* Management of day-to-day customer touchpoints (phone, email, ratings and reviews, customer surveys etc.) by coordinating call-listening sessions with the Division's Leadership Team and assisting customers and staff with identifying and resolving filing issues;

* Management of the Division's Virtual Office Hours (VOH) program including the daily operation of the appointment scheduler, assigns VOH appointments to participating staff members, and coordinating the VOH training of the new and existing staff members;

* The development of internal guidance documents and the management of customer-focused policies;

* The creation of shared documents to assist the customer service teams to provide consistently positive customer experiences;

* The training of customer service teams on best practices, standards, policies and procedures; and

* Supporting other aspects of the Department and Division work as it relates to customer service and customer support.

Required Qualifications for Appointment

EDUCATION AND EXPERIENCE

Bachelor's degree from an accredited college or university and/or experience gained through employment in a similar field or other responsible position in a public agency or in private industry; or any combination of education and experience that shall be substantially equivalent to the previously described education and/or experience.

Supplemental Information

KNOWLEDGE, SKILLS & ABILITIES

* Flexible, resourceful, and willing to solve problems as they arise.

* Ability to maintain calm under pressure.

* Ability to manage large number of calls and emails.

* Excellent writing and editing skills and the ability to meet tight deadlines in a demanding, fast-paced office.

* Strong interpersonal skills and ability to communicate with stakeholders at multiple levels.

* Able to work on multiple projects concurrently and self-prioritize in a changing environment.

* Excellent oral communications skills. The individual must be an inclusive collaborator and communicator able to prioritize workload effectively.

* Strong customer relations skills.

* Understanding of Microsoft Office products.

* Ability to speak additional languages is a plus.

For information regarding the benefits available to State of Rhode Island employees, please visit the Office of Employee Benefits' website at

Also, be advised that a new provision in RI General Law 35-6-1 was enacted requiring direct deposit for all employees. Specific to new hires, the law requires that all employees hired after September 30, 2014 participate in direct deposit. Accordingly, any employee hired after this date will be required to participate in the direct deposit system. At the time the employee is hired, the employee shall identify a financial institution that will serve as a personal depository agency for the employee.

Agency State of Rhode Island

Address One Capitol Hill

Providence, Rhode Island, 02908

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