Call Center Agent

Customer Service Agent/Representative (CSR

Remote

JD: The Customer Service Agent/Representative (CSR) is a pivotal role within the Contact Center who receives, investigates and resolves customer inquiries originating primarily from phone, but also fax, email, chat and other communications channels. The CSR provides support on general inquiries from Veterans on the MDE process and Veteran facing portal and web pages. 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 supporting information into systems and web forms on an application via computer. All transactions must be conducted accurately, courteously, and in a timely manner.

Customer Service Agents may also provide other functions, such as examination scheduling, rescheduling, or information verification.

Key Tasks

1. Answer inbound telephone calls as well as customer inquiries in other channels (email, chat, SMS) as needed in a courteous, timely, and professional manner following established guidelines and policies
2. Make outbound calls as necessary based on business needs
3. Resolve or escalate customer inquires in a timely manner
4. Encourage use of electronic communication with customers
5. Accurately documents all customer interactions using Case Management or Customer Relationship Management (CRM) system
6. Follow SOPs and policies
7. Maintain a high degree of quality with each customer interaction as measured by internal quality monitoring forms and customer satisfaction surveys.
8. Follow-up established escalation process for customer inquiries requiring more investigation and/or a higher level of support
9. Use frequently asked questions (FAQs) and help look up and provide information to inquiries
10. Utilize departmental knowledge bases and training material to answer customer inquiries
11. Maintain up-to-date knowledge of policies and procedures as applicable
12. Adhere to published schedule according to attendance guidelines
13. May be required to work some weekends and holidays
14. Perform other duties as assigned

Qualifications and Skills

1. Education:
   1. Associate s degree preferred
   2. High school diploma or GED required
   3. Experience
   4. 2 3 years customer service or contact center experience

Skills and abilities

1. Must be able to read and speak English clearly, professionally and fluently
2. Excellent listening and human relations skills
3. Must have the ability to organize simultaneous tasks for individual assignments and understand the process or workflow of each inquiry resolution
4. Strong typing and writing abilities
5. Ability to respond appropriately to changing situations
6. Proven ability to work as a team member