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Customer Service Representative

  • Provides a full range of standard and non-standard assignments, resolving a variety of non-recurring problems, involving different and unrelated steps, processes, or methods.
  • Incumbent identifies and understands the issues involved in each assignment and determines what steps and procedures are necessary and the order of their performance.
  • Completes transactions that typically involve selecting a course of action from a number of possibilities.
  • Keeps apprised of changes to Agency-wide directives that may affect procedures, such as correspondence preparation, hard-copy and electronic filing, mail, travel voucher preparation, and security procedures.
  • Greets visitors and answers the telephone.
  • Provides routine information and answers many types of inquiries on all research and/or Forest activities, such as the whereabouts of key personnel and directions to facilities.
  • Refers difficult, technical, or special questions to the appropriate staffs.
  • Uses word processing software and printing equipment to create, copy, edit, store, retrieve, and print a variety of standardized documents using a glossary of prerecorded formats, form letters, standard paragraphs, and mailing lists.
  • May use database or spreadsheet software to enter, revise, sort, calculate, and retrieve data for standard reports.
  • Serves as Collection Officer to sell such items as National Forest maps, Christmas tree permits, 2400-4's (Forest Product Sale Permits), and Golden Age Passports in accordance with manual and handbook requirements.
  • Is held accountable for the funds collected.
  • Maintains accountability records as required.