TREC - (3) Customer Service Representative - Customer Relations Division

Requirements

• Attend work regularly and observe approved work hours in accordance with agency/division leave and attendance policies.
• Provide superior customer service in every interaction with customers via phone, email, and in person.
• Routinely answer approximately 45 to 60 incoming calls & respond to 5-10 emails per day.
• Able to consistently maintain established performance metrics.
• Maintain confidential information with discretion and ensure the verification of customer information to uphold security protocols.
• Follow Division Quality Assurance guidelines to ensure superior customer service to all customers.
• Navigate agency online licensing database and guide customers through online application process.
• Exhibit proficient and professional writing skills when responding to customers/co-workers via email.
• Active listening and problem-solving abilities with professional and courteous tone at all times.
• Commitment to delivering superior customer service while handling complaints and resolving issues quickly while maintaining a positive experience for customers.
• Investigate customer concerns and determine solutions or escalate complex issues appropriately.
• Utilize advanced computer skills to manage email communications, perform data entry, and create and maintain documents using Microsoft Office applications.
• Quickly absorb and retain information in 4-6 weeks training course and pass CSR certification within first 6 months of employment.
• Document information through accurate typing while applying critical thinking in high-pressure situations.
• Address customer inquiries/concerns in person at reception desk.
• Must be on time and ready to take calls for every scheduled shift.
• Display genuine friendly, engaging, and helpful personality, on and off the phone.
• Work in a virtual self-management/self-motivated environment.
• Maintains home office that is noise and distraction free.
• Provide accurate information to license holders and the public.
• Perform other duties as assigned.

Benefits

• Flexible work schedule
• Work-life balance
• 96 hours of accrued vacation a year
• 96 hours of accrued sick leave a year
• 10+ paid holidays every year
• Advancement opportunities
• Free downtown parking
• Free comprehensive medical insurance for full-time employees, and the state pays 50% of premium cost for dependents