Lead CSR

P O S I T I O N D E S C R I P T I O N

Job Title

CSR LEAD SUPERVISOR

Customer

New Jersey Division of Consumer Affairs (DCA)

Reports To

Call Center Supervisor/InspiriTec Project Manager

Location

Newark, New Jersey

PURPOSE OF POSITION:

This position provides direct supervision to Customer Service Representatives at the DCA call center. During busy periods, this position is responsible for answering calls and responding to a wide variety of public inquiries regarding all aspects of the Professional board program. A CSR lead must at all times maintain a positive image of DCA while disseminating thorough, complex, and accurate information in a professional manner.

Duties include responding to customer inquiries utilizing knowledge learned and available systems, applying judgment, and making decisions along with management - concerning established processes, the appropriateness or confidentiality of information to be processed and the actions to be taken in line with the policies and procedures of DCA. The position requires the performance of decision-making activities along with management - as a result of sometimes unpredictable and random customer inquiries requiring choices between a variety of procedures.

A CSR lead must be able to actively listen, ask probing questions, and communicate in clear and understandable terms. A CSR lead must provide thorough direction and appropriate information even when that desired service has not been specifically communicated by the customers inquiry.

PRINCIPAL DUTIES AND RESPONSIBILITIES

Duties and responsibilities in order of priority of a Customer Service Representative LEAD include, but are not limited to:

• Answer and record calls from consumers during peak periods and whenever call waiting times are high. Provide coaching to individual CSRs when appropriate
• Assist callers by answering questions, retrieving data in proprietary databases and help navigate resources in support of various DCA programs
• Obtain clients contact information, record accurately and input information into database.
• Provide second level support to CSRs for callers requiring additional assistance
• Assure that CSRs meet all relevant performance metrics
• Assistance in monitoring activities of all CSRs including breaks, lunches, etc.
• Act as a role model to all CSRs
• Assistance with CSR training and orientation and on difficult calls.
• Provide Quality Assurance (call monitoring)
• Answer and record calls from consumers during peak periods
• Assist callers by answering questions, retrieving data in proprietary databases and help navigate resources in support of various DCA programs, which include
• Online Tech Support: CSR's assist callers with online processing of license renewals.
• Basic Renewal Support: Calls for Board personnel: In some cases, CSR's may determine that a caller needs to be passed along to a specific board (and board staff member). When possible, the CSR's will do a warm-transfer with the caller on the line, while other times messages are left.
• Verification: Callers can contact the CSC call center to obtain the most up to date information relative to the status of someone's license.
• Inform supervisor and case manager of additional training staff members may need.
• Hold meetings for CSRs to discuss new information and any issues that may arise.
• Other duties as assigned.

• Detailed knowledge of specialized procedures and practices which relate to DCA programs
• Demonstrated first line supervisory skills in working with direct reports
• Good team building skills
• Demonstrated ability to help team achieve performance metrics
• Ability to understand and follow oral and written instructions
• Punctual, reliable and ability to adhere to attendance policy
• Strong written and verbal communication skills
• Ability to clearly communicate complex business issues in order to adequately and completely respond to customer inquiries
• Ability to utilize appropriate discretion and judgment along with management - in dispensing information, which may be susceptible to misunderstanding or misuse
• Ability to understand customers' needs quickly and develop appropriate response
• Ability to focus on and provide customer satisfaction noting that there are two customers here DCA and the caller.
• Ability to apply effective and empathetic listening in conversations with customers
• Ability to read, comprehend and utilize reference manuals
• Ability to effectively relate to others and to work as part of a team
• Multi-tasking ability and strong organization skills
• Experience in responding to written and verbal customer inquiries
• Ability to add, subtract, multiply, divide, and perform arithmetic calculations involving monetary units.
• Ability to use office equipment such as PCs, copier, and fax machine

• Uses computer terminal and views work product on computer monitor
• Quick-reaction/customer-focused team environment
• Handles information of sensitive and/or business-confidential nature