Summary of Position

The Customer Service Representative, Lead (CSR, Lead) represents the Louisiana Office of Teaching and Learning, Division of Early Childhood Operations. The CSR, Lead provides outstanding customer service to both internal and external customers by professionally answering all calls and ensuring that customers receive accurate information politely and promptly. The CSR, Lead answers calls, obtains and gives information regarding State programs, and provides quality customer service to all callers. This position handles difficult or complex calls referred by the Customer Service Representatives.

Essential Job Requirements

• Serves as CSR, Lead with direct access to CCAP (Child Care Assistance Program) systems to provide support to callers with general CCAP program questions, interprets CCAP policy and clarifies information, check eligibility or renewal status, etc.
• Provides support and guidance to Administrative Coordinators
• Handles escalated calls from Administrative Coordinators
• Provides friendly and helpful information to callers and other stakeholders
• Navigates quickly through multiple computer screens to provide correct information to customers within acceptable service timeframe
• Is accountable for accurate and timely documentation of customer contact in the automated system
• Ensures the confidentiality of all information contained in the State’s computer systems
• Practices active listening skills to determine the nature of customer inquiries
• Provides current information to the public
• Regular and timely attendance
• Other duties as assigned

Required Education

• High School diploma or equivalent
• 1 – 2 years of College or Business School preferred