Job Title: Customer Service Representative

FLSA Status: Non-Exempt

Summary:Under the direction of the Customer Service Supervisor(s), CSRs are the primary customer contact responsible for all telephone inquiries. CSRs open and manage customer accounts, processes payments, and opens cases on behalf of customers for further research. This responsibility includes ensuring service requirements are protected and accounted for in accordance with set standards.

Qualifications:Able to be flexible to work varies schedules between 7:00am – 8:00pm M-F and Sat 8:00-2:00pm.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

Supervisory Responsibilities:This job has no supervisory responsibilities.

Performance Skills/Competencies The below categories represent general skill sets that are required by this position. The level of proficiency & priority required by this position are defined by the following scales.

Novice: Basic understanding of the skill.

Intermediate: Able to use the skill in standard situations.

Advanced: Able to apply the skill to its full capacity.

Expert: Seen as the authority for this skill; provides guidance to others in regard to the skill.

1 = High priority - skill is essential for success in the position.

2 = Medium priority - skill is important for success in the position

3 = Low priority - skill is unimportant to success in the position

Novice

Intermediate

Advanced

Expert

Specifics

Priority

Problem Solving Skills

X

1

Time Management Skills

X

1

Organizational Skills

X

2

Conscientious

X

1

Product Knowledge

X

2

Novice

Intermediate

Advanced

Expert

Specifics

Priority

Detail-oriented

X

1

Business Acumen

X

2

Analytical Skills

X

2

Multitasking

X

1

Communication Skills