Level 2 CSR

InspiriTec•Newark, NJ

just now

About The Position

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 level 2, tier 1 must be able to actively listen, ask probing questions, and communicate in clear and understandable terms. The CSR level 2, tier 1 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 by asking probing questions.

Requirements

Must have 1-2 years of experience working in customer service
Ability to understand and follow oral and written instructions
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 35 WPM