| Position Overview
The full-time remote Customer Service Representative (CSR) is a contract-funded position that is subject to renewal every few years. CSR must build customer (generally non-sales) relationships via the telephone, and or email in a dynamic, fast-paced environment through the delivery of excellent customer service and product knowledge to both internal and external customers. Provide professional customer service and product consultation during interactions with customers, peers, management, partners, and other agency departments. Will be assigned to work multiple contracts.
Essential functions: - Receive in-bound and place out-bound calls and or emails in accordance with a set script.
- Provide excellent customer service to customers and partners with a high degree of product and service knowledge to meet specific standards and goals, for both in-bound and out-bound calls.
- Assist department in meeting customer service goals and service level agreements.
- Achieve all requirements outlined in the Call Center Department Handbook.
- Serve customers through a variety of methods, including by not limited to: in-person, by phone, through e-mails, in writing, web-forms, and using chat.
- Maintain accurate records of customer interactions and service.
- Process orders, respond to inquiries and questions, handle complaints, troubleshoot problems and provide information according to procedure.
- Provide professional customer service and product consultation during interactions with customers, peers, management and other departments that meet specific standards and goals.
- Make decisions on customer requests using established guidelines.
- Take accountability to follow through on all issues.
- Meet requirements as set by the Contract, which may be subject to change.
- Learn and continue to reinforce current product knowledge relative to customer needs and inquires.
- Utilize reference materials to assist and resolve any inquiries.
- Maintain the strictest confidentiality and privacy of customer and agency information.
- Other duties as assigned.
Knowledge, Skills and Abilities: - Proficiency with navigating websites, working between multiple screens quickly while listening and talking on the telephone.
- Must be able to type 30 wpm.
- Ability to perform data entry duties, while serving the customer, and at other designated times.
- Ability to keep all customer information in the strictest confidence, and follow security procedures in regard to customer information.
- Ability to work a schedule which may include nights, weekends, and holidays, including variable shifts.
- Ability to interact with customers with respect to, and consideration of, customer needs.
- Excellent interpersonal skills and the ability to work in partnership with others.
- Excellent and effective communication skills both written and verbal.
- Strong organizational skills with attention to detail.
- Ability to handle stressful situations.
- Ability to accept constructive feedback and adapt accordingly.
- Able to learn and demonstrate knowledge of products and services that will be supported.
- Proficient with Microsoft office.
- Proficient with Internet navigation.
- Problem solving, patience, time management, active listening.
- Maintaining focus.
- Self-Motivation.
Qualifications: - Prior customer service experience is preferred.
- Computer Proficiency including navigating multiple websites while assisting customers.
- If applicable, prior use of Assistive Technology desirable, most notably with JAWS, ZoomText, Fusion, for visual adaptation.
Education: - Minimum Highschool Diploma or equivalent.
CSC is an equal opportunity employer. We encourage individuals of all abilities—including those who are blind, have low vision, or have work-limiting disabilities—to apply. Reasonable accommodations are available throughout the hiring process.
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