Customer Service Representative (Contact Center)

Job description

We are seeking Customer Service Representatives to join a contact center team supporting a State Health and Human Services program. CSRs handle inbound calls, chats, and emails, research case questions across multiple systems, and resolve inquiries accurately and courteously.

Responsibilities

·        Answer inbound calls, chats, and emails professionally and on time, following established guidelines

·        Research case status and missing information across multiple systems to resolve inquiries

·        Make outbound calls as needed

·        Document all interactions in the CRM system

·        Use FAQs, knowledge bases, and training materials to answer questions

·        Escalate inquiries that need further investigation using the established process

·        Meet quality standards measured by internal monitoring and customer satisfaction surveys

·        Stay current on program policies and procedures

·        Adhere to published schedule and attendance guidelines

Required skills

·        High school diploma or GED

·        1+ year of customer service or contact center experience

·        Clear, professional, fluent spoken and written English

·        Intermediate to advanced computer skills; comfortable working in multiple systems at once

·        Strong typing, writing, and listening skills

·        Able to manage multiple tasks and follow inquiry workflows through to resolution

·        Strong attention to detail and a team player

Preferred skills

·        Experience with State Health and Human Services programs (e.g., Medicaid, SNAP, TANF)

·        Experience accessing multiple production database systems simultaneously

·        CRM experience

Benefits:

·        401(k)

·        Dental insurance

·        Health insurance

·        Paid time off

·        Vision insurance