The Customer Service Representative I (CSR I) is responsible for handling customer inquiries into the Service Center. This may include phone and email response, walk-in center customer service, inbound call customer service and inbound mail response. CSR may be reassigned on a long term or temporary basis to other shifts or other schedules to balance manpower or meet the needs of the company.

DUTIES AND RESPONSIBILITIESinclude some or all of the following. Supervisor may assign other duties as needed.

Serve as the first point of public contact for all customer service issues

Promote positive customer relations with customers and coworkers

Respond to calls from the public and provide general information and service

Maintain a thorough knowledge and understanding of the customer service center and operations to assist customers and resolve problems

Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution

Quickly and accurately identify and assess individual needs, as well as take the appropriate action steps to satisfy those needs

Maintain customer records by updating account information.

Process requests for new customer accounts

Open cases for unsolved customer inquiries

Process customer disputes

Process the closing of customer accounts and initiate refunds when required

Perform updates to toll violations, violation payments, customer payments or accounts to keep demographics, vehicle, and credit card information current

Consistently meet established productivity, schedule adherence, and quality standards.

Communicate effectively with a variety of people across various levels both within and outside the organization.

Make positive suggestions on improving and streamlining workflow processes and enhancing profitability

Develop a strong teamwork ethic

Follow communication procedures, guidelines, and policies

Provide face-to-face customer service with walk-in center customers when required

Respond to customer emails from the customer service email inbox to answer questions and provide assistance when required

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PARTNERS IN DIVERSITY, INC.

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Customer Service Representative I