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

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