Level 2 CSR Tier 1

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

Job Title

Level 2 Customer Service Representative – Tier 1 Customer

Department of Consumer Affairs

Reports To

Work Leader/Supervisor Location

Newark

PURPOSE OF POSITION:

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 Level 2, Tier 1 must be able to actively listen, ask probing questions, and communicate in clear and understandable terms. The CSR Level 2, Tier 1 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 by asking probing questions.

PRINCIPAL DUTIES AND RESPONSIBILITIES

Duties and responsibilities of a document specialist include, but are not limited to:

A. Respond to customer inquiries/requests.

• Identify customer needs and interpret 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 the Online Portal to assist customers; learn and use Call Tracker to record customer inquiries and CSR responses in the system.
• Show empathy for customers’ problems and resolve issues 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.
• Process Letters of Completion (LOC) and Promise of Employment (POE).
• Utilize My License Online (MLO) database system for tasks (deficiency, unit review, fingerprint forms).
• Assist clients with all exam, endorsement, re-instatement, APN, HHAs application drop offs ensuring application is correct, complete and signed.
• Process fingerprint forms requests.
• Process checklist tasks and update MLO.
• Using Board criteria issue or deny work permits along with sending out deficiency correspondence to applicants.
• Read and navigate through four systems – the NJ Consumer Affairs website, the Online Portal, MLO Licensing system, and Call Tracker.
• Comprehend application processes for various application types.

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 Call Center responsibilities

• 
  Maintain a thorough knowledge of call center programs, policies, and technology.

Maintain positive, consistent, and effective communication with all members of the call 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

• 
  Must have 1-2 years of experience working in customer service
• Ability to understand and follow oral and written instructions
• 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 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/Veterans/Disability