Customer Service Representative I

PRIMARY PERFORMANCE RESPONSIBILITIES :

• Reviews, upon request, the information processing needs of the school districts and identifies methods of meeting these needs through the use of existing applications, subscription to additional services or by requesting new or expanded services from appropriate Regional Information Center personnel.
• Organizes and conducts formal and informal training sessions and workshops for appropriate school district personnel and BOCES computer support services personnel.
• Creates, develops and reviews user manuals, training materials and related forms to assist district personnel in making effective use of the BOCES Regional Information Center services.
• Reviews and investigates user complaints, concerns and application problems.
• Identifies problem source and requests remedial action to be taken by control, operations and programming staff.
• Recommends procedural and programming changes to appropriate Regional Information Center personnel as they reflect on the experience with users.
• Provides training to users on procedures described in documentation manuals and in the operation of direct data entry terminals.
• Discusses data processing requests, problems, and new requirements involving expansion of services.
• Advises users when requests for data processing reports are not possible with existing programs and database and when expansion requests are not justified by labor costs and ultimate use of the report.
• Promotes use of the various data processing services with school district users.
• Attends professional and business meetings as a representative of the Regional Information Center.
• Initiates requests for new or expanded services to appropriate Regional Information Center personnel and coordinates the correction and analysis of detailed specifications to ensure that all data and documentation requirements are satisfied.
• Checks initial data processing report to ensure appropriateness of data display.