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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:
A. 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 And RMS 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, Licensing system, RMS and Call Tracker
Respond to written requests within expected timeframes
Complete documentation in clear and concise detail in Call Tracker
B. 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 ages, ethnic, and cultural backgrounds
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
C. General Care Center responsibilities
Maintain a through knowledge of the call center programs, policies, and technologyMaintain positive, consistent, and effective communication with all members of the care center team
Adhere to all established InspiriTec and DCA policies and proceduresPerform 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 25-35 WPM
WORKING CONDITIONS
Uses personal 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
EEOC/Disability/Veterans
Full Time
Education & Training Services
$40k-50k (estimate)
02/14/2023
07/20/2024
inspiritec.org
PHILADELPHIA, PA
100 - 200
2000
JOHN F CONNOLLY JR
$10M - $50M
Education & Training Services
InspiriTec exists to enable people with disabilities and other disadvantages to gain skills and a job in Information Technology (IT) professions. In support of the mission, InspiriTec operates its own commercial IT firm which provides core technology and resources back into training programs, and which often serves as a competitive and supportive work environment for graduates. This entrepreneurial approach to operating a charitable organization ensures that InspiriTec practices what it teaches. In employing people with disabilities as programmers, network engineers, customer service represent ...
atives, and project managers, InspiriTec provides Call Center Services, software development, web page design and development, and network integration services.
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The job skills required for CSR include CSR, Decision Making, etc. Having related job skills and expertise will give you an advantage when applying to be a CSR. That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by CSR. Select any job title you are interested in and start to search job requirements.
The following is the career advancement route for CSR positions, which can be used as a reference in future career path planning. As a CSR, it can be promoted into senior positions as a Customer Service Representative III that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary CSR. You can explore the career advancement for a CSR below and select your interested title to get hiring information.
If you are interested in becoming a CSR, you need to understand the job requirements and the detailed related responsibilities. Of course, a good educational background and an applicable major will also help in job hunting. Below are some tips on how to become a CSR for your reference.
Step 1: Understand the job description and responsibilities of an Accountant.
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Step 2: Knowing the best tips for becoming an Accountant can help you explore the needs of the position and prepare for the job-related knowledge well ahead of time.
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Step 3: View the best colleges and universities for CSR.