Summary of Position
The CSR 1 is responsible for interacting with customers to provide information in response to inquiries about programs and services in a contact center.
Essential Job Requirements
- Responds to customer inquiries received by telephone, Interactive Voice Response (IVR), or web-based portal regarding information on programs and services
- Records customer interactions and transactions by documenting details of inquiries, complaints, comments, and actions taken
- Follows standard operating procedures to ensure consistency and accuracy
- Addresses customers’ inquiries and resolves problems to ensure that appropriate changes are made
- Refers unresolved customer grievances to designated departments for further investigation
- Communicates with supervisor regarding any potential needs or concerns
- Performs data entry accurately
- Regular and timely attendance
- Other duties as assigned
Required Education
- High School diploma or equivalent is required
- Associates degree preferred
Required Experience
Professional experience using Microsoft Office products
