Customer Service Representative

Job Details

Job Location

ADC HQ - Washington, DC

Position Type

Full Time

Education Level

High School

Travel Percentage

None

Job Category

Customer Service

Description

JOB SUMMARY : The Customer Service Representative (CSR) role is a fast paced, high volume, inbound call center position.

This role is responsible for providing prompt and accurate information in a courteous and professional manner.

Customer Service :

• Provide accurate, clear, and concise responses to incoming taxpayer. Handle general questions and guide taxpayers through issues relevant to their specific issue.
• Perform processing functions necessary to facilitate first call resolution.
• Accurately send necessary requests to other units. Utilize proper procedures.
• Utilize the ability to navigate through the system of record.
• Consistently utilize resources to ensure accurate information is conveyed to taxpayers.
• Operate as a first party customer service representative for our government client.

Communication :

• Communicates in an accurate, clear, and concise manner both in writing and verbally.
• Communicates by listening to hear the taxpayers concern without interruption.
• Utilizes established processes to identify, analyze, and escalate unusual or repeat issues.

Account Management :

Research accounts based on the information provided by the taxpayer, as well as a review of the account variables. The incumbent will be faced with issues each day that require quick comprehension of the situation with real-time responses to taxpayers.

Sound judgment must be exercised in all communications with the taxpayer.

• Possess excellent verbal communication skills and optimal listening skills. Able to navigate multiple computer applications quickly and analyze multiple bits of information to arrive at the correct answer.
• Demonstrate efficient time management skills; able to quickly ascertain the specific issue and immediately provide the taxpayer with a comprehensive solution to the issue.
• Actively advise taxpayers of specific web options available to resolve status inquiries. This includes co-browsing the web with the taxpayer.

Become familiar with the City based website to better assist all taxpayers.

Identify Trends in Call Volume :

Utilize outlined processes to identify, analyze and escalate unusual or repeat issues received while responding to escalated incoming calls.

Report these issues timely and accurately, assessing and identifying potential impacts to all stakeholders.

Report any system issues immediately to your direct manager.

Training

• Attend training as necessary.
• Keep all training documents organized and keep abreast of new information.
• Other duties as assigned.

Qualifications

Minimum Education : High School Diploma

MUST HAVE :

Experience in handling customers with professionalism, diplomacy and consideration for the customer's concerns.

KNOWLEDGE, SKILLS and ABILITIES

• Demonstrates excellent written and verbal communication skills
• Strong analytical skills
• Fast learner, ability to maintain an in-depth understanding of the training curriculum
• Possesses excellent PC and internet navigation skills
• Demonstrates efficient time management skills
• Demonstrates effective decision-making skills
29 days ago