P O S I T I O N    D E S C R I P T I O N

Job Title

    Customer Service Representative (CSR)

Customer

Division of Consumer Affairs (DCA)

Reports To

    Lead/Supervisor

Location

 Newark/Trenton

PURPOSE OF POSITION:

A CSR represents the Department of Consumer Affairs (DCA) in responding to a wide variety of public inquiries regarding all aspects of the Professional Licensing.  A CSR must at all times maintain a positive image of DCA while disseminating through, complex, and accurate information in a professional manner.

Duties include responding to customer inquiries utilizing knowledge learned and available systems, applying independent judgment, and making independent decisions concerning established processes, the appropriateness or confidentiality of information to be processed and the actions to be taken in line with the policies and procedures of DCA, the State of NJ, and InspiriTec. The position requires the performance of decision-making activities as a result of sometimes unpredictable and random customer inquiries requiring choices between a variety of procedures.

A CSR must be able to actively listen, ask probing questions, and communicate in clear and understandable terms.  A CSR must determine the customer’s desired product or service and provide thorough direction and appropriate information even when that desired product or service has not been specifically communicated by the customer’s inquiry.

PRINCIPAL DUTIES AND RESPONSIBILITIES

Duties and responsibilities of a Customer Service Representative include, but are not limited to: 

• Respond to customer inquiries/requests

• Identify customer needs and interpret the DCA regulations, policies, and procedures to the customer’s level of comprehension  

• Learn and use the script for each board and interpret it to the customer 

• Learn and use the DCA website and the Licensing system (MLO) to respond to customer questions; learn and use Call Tracker to record customer inquiries and CSR responses in the system.

• Show empathy for customers’ problems and resolve issue by taking appropriate action; research and resolve customer disputes and inquires  

• Determine who should receive, and when to give, information based on confidentiality laws

• Determine when the needs of the customer are not being recognized and take independent action to resolve potential conflict situations

• Read and navigate through three systems – the NJ Consumer Affairs website, the Licensing system (MLO) and Call Tracker

• Respond to written requests within expected timeframes 

• Complete documentation in clear and concise detail in Call Tracker

Provide professional assistance at all times

• Present a professional and courteous image to represent customer-focused DCA and InspiriTec standards

• Use proactive listening skills and attend to non-verbal cues to better understand the customers’ perspectives, behaviors, and motivations

• Monitor, evaluate, and adapt behavior to respond to a variety of customers.

• Adapt behavior and opinions to different situations, individuals, or changing priorities

• Display a positive attitude while meeting or exceeding the demands of a given situation, task, or performance standard

• Remain calm and professional throughout stressful circumstances

• Immediately alert management to errors occurring in work processing

• Conduct self in a manner that maintains a harmonious working relationship

• Act with integrity and professionalism at all times

General Care Center responsibilities

• Maintain a thorough knowledge of the call center programs, policies, and technology
  Maintain positive, consistent, and effective communication with all members of the care center team

• Adhere to all established InspiriTec and DCA policies and procedures
  Perform other duties as assigned 

• Attend meetings as required

• Provide support to other positions/operations in cases of heavy workloads or absences

• Provide process, customer service and training improvement suggestions

• Complete all written reports as required

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES

• Ability to understand and follow oral and written instructions 

• Emphasis on quality assurance and attendance/punctuality 

• Strong written and verbal communication skills (10thgrade level or equivalent)

• Ability to clearly communicate complex business issues in order to adequately and completely respond to customer inquiries

• Ability to utilize appropriate discretion and judgment in dispensing information, which may be susceptible to misunderstanding or misuse

• Ability to understand customers’ needs quickly and develop appropriate response

• Ability to focus on and provide customer satisfaction

• Ability to apply effective and empathetic listening in conversations with customers

• Ability to read, comprehend and utilize reference manuals (Comprehension at a 10th grade level or equivalent experience)

• Ability to effectively relate to others and to work as part of a team

• Multi-tasking ability especially on the computer and good organization skills

• Experience in responding to written and verbal customer inquiries. 

• Ability to add, subtract, multiply, divide, and perform arithmetic calculations involving monetary units. (Mathematic skills at 8th grade level or equivalent)

• Ability to use office equipment such as PCs, copier, and fax machine, and navigate through the internet 

• Ability to type at least 25 WPM

WORKING CONDITIONS

• Uses laptop computer or computer terminal and views work product on computer monitor

• Quick-reaction/customer-focused team environment

• Handles information of sensitive and/or business-confidential nature

EEO/Disability/Veterans