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