Serves as the Senior Information Service Representative and are the point of customer interface at the Call Center and handles the more complicated calls.

·        Serves as the initial point of customer contact; identifies the scope of customer needs, answers questions and provides information regarding services.
·        Correctly identifies, generates, and mails forms to the customer to apply for services.
·        Researches information using specialized database. Maintains accurate call tracking information through the database.
·        Maintains level of knowledge and skill needed to complete complicated or heated contact center transactions.
·         Participates in initial and on-going training to maintain level of knowledge of contact center and agency policies and procedures.
·        Processes and follows up on customer requests.
·        Performs related duties as assigned to successfully fulfill the function of the position. 

Education:

Required: High School Diploma or GED.

Experience:

Required: 24 months experience in a call center or front line customer service.

Certifications or Licenses:

·        None

·        Proficient using a computer and telephone
·        Detail oriented for accuracy of data and information
·        Ability to communicate verbally and in writing
·        Ability to build rapport with the caller
·        General office skills such as multi-line phone, copying, filing, faxing, and mail
·        Customer service skills
·        Strong initiative to solve problems
·        Ability to handle stressful, complicated, and heated calls in a professional and calm manner

Physical:

Sit for prolonged periods. Communicate effectively and listen. Engage in repetitive motion. Use of computer and telephone. 

Environmental:

Standard office environment.