Customer Service Representative

Summary of Position

The Customer Service Representative represents the Louisiana Office of Community Development.   The CSR provides outstanding customer service to both internal and external customers by professionally answering all customer inquiries and ensuring that customers receive accurate information politely and promptly.

Essential Job Requirements

• Serves as CSR to provide support to callers with general program questions, interprets policy and clarifies information, checks eligibility or renewal status, etc.
• Receives and responds or refers complaints related to the program. Demonstrates thorough knowledge of programs and other available resources.
• Recognizes and can communicate internally how this role supports the overall goal to improve Disaster Recovery readiness and interprets policy and clarifies information as needed for the public.
• Completes work accurately and in a timely manner, accepts accountability for work performance.
• Receives and responds to phone calls and information requests from stakeholders and the general public regarding general LOCD information.
• Maintains thorough knowledge of the Department's policies and services.
• Routes phone calls or messages to the appropriate LOCD contact
• Assists staff sort, log, and scan mail from stakeholders and the general public
• Fluently reads, writes, and speaks English
• Regular and timely attendance
• Performs all other duties as assigned by direct supervisor and/or LOCD Center Manager.

Required Education

• High School Degree required
• Some College or Business school preferred

Required Experience

• Inbound Call Center experience – minimum 1 year
• Strong computer skills and typing proficiency required
• Ability to maneuver websites proficiently, perform review and locate required information
• Must be able to type at least 30 words per minute