CSR 1

Summary of Position

The CSR 1 is responsible for interacting with customers to provide information in response to inquiries about programs and services in a contact center.

Essential Job Requirements

• Responds to customer inquiries received by telephone, Interactive Voice Response (IVR), or web-based portal regarding information on programs and services

• Records customer interactions and transactions by documenting details of inquiries, complaints, comments, and actions taken

• Follows standard operating procedures to ensure consistency and accuracy

• Addresses customers’ inquiries and resolves problems to ensure that appropriate changes are made

• Refers unresolved customer grievances to designated departments for further investigation

• Communicates with supervisor regarding any potential needs or concerns

• Performs data entry accurately

• Regular and timely attendance

• Other duties as assigned

Required Education

• High School diploma or equivalent is required

• Associates degree preferred

Required Experience

Professional experience using Microsoft Office products