Customer Service Representative

Job Title: Customer Service Representative

Job Location: Remote

Eligibility/Clearance: Must be authorized to work in the US



JOB DESCRIPTION



The Customer Service Representative (CSR) is a role within the Contact

Center who receives, investigates and resolves customer inquiries

originating from phone and email. The CSR will respond to customers in a

courteous and timely manner. The efficient utilization of various

software applications is an essential part of this role, including

internal and external websites, telephone systems, CRM applications and

other resources. The CSR will enter applicable information into systems

and web forms on an application via computer. All transactions must be

conducted accurately, courteously, and in a timely manner.



KEY TASKS



-Answer inbound telephone calls, chats and emails in a courteous,

timely, and professional manner following established guidelines and

policies



-Perform research within other systems to resolve caller inquiries, such

as identifying a person’s case status and any missing information

associated with their case



-Make outbound calls as necessary based on business needs



-Document interactions using a provided Customer Relationship Management

(CRM) system



-Maintain a high degree of quality with each customer interaction as

measured by internal quality monitoring forms and customer satisfaction

surveys.



-Follow-up established escalation process for customer inquiries

requiring more investigation and/or a higher level of support



-Use frequently asked questions (FAQs) and help look up and provide

information to inquiries



-Utilize departmental knowledge bases and training material to answer

customer inquiries



-Maintain up-to-date knowledge of policies and procedures as applicable



-Adhere to published schedule according to attendance guidelines



-May be required to work some evenings, weekends, and holidays with

advanced notice



-Perform other duties as assigned



QUALIFICATIONS AND EXPERIENCE



Education



-High school diploma or GED required



Experience



-One-year customer service or contact center experience required



-Experience with State Health and Human Services program is preferred



-Knowledge of or experience with accessing multiple database production

systems simultaneously



SKILLS AND ABILITIES



-Must be able to read and speak English clearly, professionally, and

fluently



-Excellent listening and human relations skills



-Intermediate to advanced computer skills



-Must have the ability to organize simultaneous tasks for individual

assignments and understand the process or workflow of each inquiry

resolution



-Strong typing and writing abilities



-Ability to respond appropriately to changing situations



-Proven ability to work as a team member



-Strong attention to detail required for this role



Arena Technical Resources, LLC, (ATR) is an Equal Opportunity Employer

(EOE) who will provide equal employment opportunity to employees and

applicants for employment without regard to race, ethnicity, religion,

color, sex, pregnancy, national origin, age, veteran status, ancestry,

sexual orientation, gender identity or expression, marital status,

family structure, genetic information, or mental or physical disability.