Grundy Workforce Job Board Services: Submission #3245

Job Description Under supervision, performs a variety of tasks related to the function of a customer service representative. Serves as liaison between the Bureau of Identification and user agencies and the public answering questions, providing information related to criminal history background inquiries and other criminal justice or noncriminal transactions

Job Responsibilities
Serves as liaison between the bureau and user agencies to answer questions, provide information, perform maintenance and coordinate expedited processing of inquiries, submissions, and subpoenas, etc.

Responds to inquiries regarding both criminal and noncriminal justice submission processing and procedural tasks related to the Criminal History Record Information System (CHRI) program

Responds to inquiries regarding billing and other services related to the Criminal History Record Information (CHRI) program

Provides information and assistance to users to explain or clarify rules, policies, and procedures regarding various elements of the CHRI program

Performs follow-up phone calls

Logs all calls for technical information into the call center software

Serves as receptionist, receives and directs visitors, monitors in/out board to provide information regarding the status of agency personnel.

Routes messages using the departmental email or other application package

Makes certain that calls, email, faxes and mail received are transferred or connected properly

Uses businesslike etiquette when communicating with internal and external customers

Answers questions when the information is readily available

Represents the Illinois State Police Bureau of Identification in a professional manner at all times when interacting with customers

Performs a variety of office support functions.

Performs data entry, submission processing, CHRI data queries, updating and accessing computerized information

Uses current office equipment and technologies to perform tasks

Makes corrections or updates to CHRI data as needed

Logs deficiencies, problems and outcomes into call center software

Follows oral and written instructions.

Gains and applies experience and knowledge in evolving automated office equipment and technology to tasks performed in the field of customer service

Attends and participates in staff meetings, conferences, workshops and other activities relevant to the duties enumerated above

Performs other duties as required or assigned which are reasonably within the scope of the duties enumerated above