Customer Service Representative

Summary of Position

The Customer Service Representative (CSR) is responsible for providing accurate and complete information to customers. This includes responding to requests, resolving customer issues, and forwarding clearly documented information to appropriate staff when further action is required. This position involves retrieving computer generated data to answer questions and updating those computer records.

Essential Job Requirements

• Greets customers and visitors to the office, maintains appointment and visitor logs
• Responds to walk-in and telephone inquiries, assesses situation, and provides accurate information to the customer
• Provides information to customers in a courteous, polite and professional manner
• Obtains assistance from the assigned Case Specialist or Supervisor as appropriate and in accordance with established policies and procedures
• Responds to requests for applications for child support services by establishing appointments, sending out application packets, and advising customers of information needed to facilitate services
• Records in the automated and/or hard copy case file information related to the establishment and/or enforcement of a child support obligation
• Inserts correspondence into envelopes for mailing; meters and delivers outgoing mail daily
• Opens, date stamps, documents and/or takes appropriate action on incoming mail accurately and within established time frames.
• Maintains paper supply in copiers and facsimile machines.
• Provides administrative/clerical assistance to case specialists/supervisors as needed
• Initiates follow-up case status calls to customers as required
• Maintains confidentiality and security of case information
• Regular and timely attendance
• Other duties as assigned

Required Education

High School Diploma or GED

Required Experience

1-2 years' experience as customer service phone representative preferred.