Summary of Position

The Customer Service Representative (CSR) represents the Mississippi 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 answers calls, obtains and gives information regarding State programs, and provides quality customer service to all callers. This position requires excellent diction, grammar, voice quality and articulation, proficiency with computer and customer service skills, and experience.

Essential job requirements

• Responds to incoming calls from customers, staff, and other individuals
• Provides friendly and helpful information to callers and other stakeholders
• Navigates quickly through multiple computer screens to provide correct information to customers within acceptable service timeframe
• Is accountable for accurate and timely documentation of customer contact in the automated system
• 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

• Two years contact center experience is preferred
• Computer experience and typing proficiency required
• Must be able to type at least 30 words per minute