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Job Description
Summary of Position
The Customer Service Representative, Lead (CSR Lead) represents the Statewide CSC and provides outstanding customer service to both internal and external customers by professionally answering all calls and ensuring that customers receive accurate information politely and promptly. The CSR Lead answers calls, obtains and gives information regarding State programs, and provides quality customer service to all callers. This position handles difficult or complex calls referred by CSRs. This position requires excellent diction, grammar, voice quality and articulation, proficiency with computer and customer service skills, and experience. The CSR Lead reports to the Supervisor.
Essential Job Requirements
- Responds to incoming calls from customers, staff, and other individuals
- Handles escalated calls from CSRs
- Provides friendly and helpful information to callers and other stakeholders
- Navigates quickly through multiple computer screens to provide correct information to customers within the acceptable service timeframe
- Documents customer contact in the automated system in an accurate and timely manner
- Ensures the confidentiality of all information contained in the State’s computer systems
- Practices active listening skills to determine the nature of customer inquiries
- Provides current information to the public
- Regular and timely attendance
- Other duties as assigned
Required Education
High School Diploma or equivalent is required
Required Experience
- At least one year of customer service experience is required
- Professional experience with office equipment, computers, Microsoft programs, email, and the Internet
- Experience working on multiple programs such as web-based application functions, out-bound activity, data entry, and/or assigned special projects simultaneously