Customer Service Representative I

Position Overview:

The Customer Service Representative (CSR) provides information and solutions in response to inquiries pertaining to products, services and/or customer complaints. Duties may include, but are not limited to, accessing databases to retrieve and/or record information such as customer complaints or orders; responding to customer complaints or inquiries; keeping records of customer interactions; and updating customer account information.

This position receives, comprehends, provides, and responds to routine informational inquiries and service requests through the use of various communication technologies including but not limited to telephones, e-mail, facsimile, postal mail, and the Internet.

Primary Responsibilities:

• Answer incoming calls in a timely and professional manner, responds to routine questions and takes complaints from the general public; inputs and/or logs information received into the call centers communications and computer system; directs requests to the appropriate department or agency for further action
• Properly log each call and ensure that the caller receives the correct information
• Maintain professionalism at all times even during stressful phone interactions
• Interact with customers to provide basic or scripted information in response to routine inquiries about products and services. May handle and resolve general complaints.
• Assists with other Call Center duties, such as emergency operations, special projects, and training responsibilities or other similar tasks
• Must maintain specific knowledge of related computer software required to perform any role, function or task required for day-today operations relating to issuance of work orders and and/or information requests
• Must use prescribed telephone etiquette and follow Customer Service procedures; must be courteous to citizens and employees
• May be required to work overtime, weekends, holidays, and/or during declared emergencies
• Maintain excellent diction, grammar, voice quality, and articulation
• Combines knowledge of product, good work ethic, effective time management skills, and human relations skills to meet performance standards and positively influence the call centers image
• Demonstrates a commitment to learning quickly and effectively applying knowledge
• Demonstrates a commitment to supporting a productive, positive work environment

Minimum Qualifications:

• High School diploma or equivalent; Bachelors degree preferred
• At least 1 year of professional, in-bound, call center Customer Service experience preferred

Required Skills:

• Accurate keyboarding ability
• Excellent Customer Service Skills and an interest in public service
• Exceptional multi-tasking and organizational skills
• Excellent written and verbal communication skills

Physical Requirements:

• Crouching: Bending the body downward and forward by bending leg and spine.
• Reaching: Extending hand(s) and arm(s) in any direction.
• Standing: Remaining upright on the feet, particularly for sustained periods of time.
• Walking: Moving about on foot to accomplish tasks, particularly for long distances or moving from one work site to another.
• Talking: Expressing or exchanging ideas by means of the spoken word; those activities where detailed or important spoken instructions must be conveyed to other workers accurately, loudly, or quickly.
• Hearing: Perceiving the nature of sounds at normal speaking levels with or without correction, and having the ability to receive detailed information through oral communication, and making fine discriminations in sound.
• Repetitive motions: Making substantial movements (motions) of the wrists, hands, and/or fingers.
• Sedentary work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.
• The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading; visual inspection involving small defects, small parts, and/or operation of machines (including inspection); using measurement devices; and/or assembly or fabrication of parts at distances close to the eyes.
• The worker is not substantially exposed to adverse environmental conditions (as in typical office or administrative work).

DATAMARK, Inc., is an Equal Opportunity Employer: M/F/V/D