Job Description:
The Office of the Ombudsman (OMB) is a unique division within the Department of Economic Security (DES) that addresses client concerns and issues on behalf of the DES Director. OMB operates in an informal, confidential, neutral, and non-partisan manner. The Customer Service Representative II will assist the OMB by entering customer concerns into Salesforce, a cloud-based software. The concerns are received via phone voice messages, email, and an online web form. The role requires excellent communication and interpersonal skills, patience, and the ability to multitask.
Position will be in person for the first 2 weeks for training
• Tentative start date will be dependent upon interviews conducted, onboarding completed, and the state agency issuing a PO.
• HireRight must be used for Background Checks and Drug Screenings
Local Only Candidates - Resumes must specify the current location of the candidate, all those who do not state current location will not be considered. - AS A REMINDER - Candidates must be local at time of submission, and available for in person interviews within 1 week of the posting close date. Candidates must also be able to start within 2 weeks of an offer being made.
Major Responsibilities:
- Enter customer concerns into Salesforce, received through email, voice messages, and the online web form.
- Use critical thinking skills to direct concerns to the appropriate DES programs.
- Research information to address both DES and non-DES related issues.
- Listen and transcribe voice mail messages from DES clients.
- Perform other duties as assigned related to the position.
Required skills and qualifications
- Proven experience as a Customer Service Representative or in a similar role.
- Excellent communication, interpersonal, and problem-solving skills.
- Proficiency in Google Suite and other relevant computer applications.
- De-escalation skills.
- Patience, a positive attitude, and the ability to manage time effectively and multitask.
- High school diploma or equivalent is typically required.
Knowledge
English Language; Customer Service; Clerical; Administration and Management.
Skill
Monitoring; Active Listening; Speaking; Critical Thinking; Reading Comprehension; Social Perceptiveness. Judgment and Decision Making; Time Management; Problem Solving
Ability
Deductive and Inductive Reasoning; Speech Clarity; Written and Oral Comprehension; Written and Oral Expression; Problem Sensitivity.
Required Skills:
· Experience as a CSR
· Google suite and other relevant computer applications
· Interpersonal and problem-solving skills
· Attention to detail and must be Reliable
Preffered Skills:
Salesforce
Education:
High School
About SR International INC.
SR International has been a leading name among the IT consulting companies with offices in US and India. For past 16 years, our industry experience and domain knowledge have enabled us to provide innovative solutions to our customers.
Who We Are
We Are Leading IT Based Solution Providers
Today, the world of business information represents the realization of our collective efforts toward improving the future. Held only by the limits of our imagination, the business world is accelerating at an ever-increasing pace. Imagine a better way of doing business, of implementing the perfect software, of refining practice or business integration. All it takes are benchmark standards in service, support, and technical know-how, which have been our bread and butter.
Our Vision.
Established in 2002, SR International Inc is one of the fastest growing and reputed provider of Information Technology Services and Solutions in the USA. Since our inception, we have been a trusted IT partner for our clients. We take pride in our highly skilled IT Resources and unique engagement model. We have been consistently delivering on our promises as a high-performance team. Our expertise in Cloud Computing, Mobility, Web Technologies, ERP and CRM are second to none. Our industry-leading flagship product iMathSmart is re-defining math learning experience for school students.
Career At SR International
At SR International, we treat our consultants like family. Our business and our reputation have been built and maintained by quality resources working onboard, so it’s important for us to maintain the quality resource pool.