Customer Service Representative Location: Remote Job ID: ATR 17436 Job Description Job Title: Customer Service Representative Job Location: Remote Eligibility/Clearance: Must be authorized to work in the US JOB DESCRIPTION The Customer Service Representative (CSR) is a role within the Contact Center who receives, investigates and resolves customer inquiries originating from phone and email. The CSR will respond to customers in a courteous and timely manner. The efficient utilization of various software applications is an essential part of this role, including internal and external websites, telephone systems, CRM applications and other resources. The CSR will enter applicable information into systems and web forms on an application via computer. All transactions must be conducted accurately, courteously, and in a timely manner. KEY TASKS -Answer inbound telephone calls, chats and emails in a courteous, timely, and professional manner following established guidelines and policies -Perform research within other systems to resolve caller inquiries, such as identifying a person’s case status and any missing information associated with their case -Make outbound calls as necessary based on business needs -Document interactions using a provided Customer Relationship Management (CRM) system -Maintain a high degree of quality with each customer interaction as measured by internal quality monitoring forms and customer satisfaction surveys. -Follow-up established escalation process for customer inquiries requiring more investigation and/or a higher level of support -Use frequently asked questions (FAQs) and help look up and provide information to inquiries -Utilize departmental knowledge bases and training material to answer customer inquiries -Maintain up-to-date knowledge of policies and procedures as applicable -Adhere to published schedule according to attendance guidelines -May be required to work some evenings, weekends, and holidays with advanced notice -Perform other duties as assigned QUALIFICATIONS AND EXPERIENCE Education -High school diploma or GED required Experience -One-year customer service or contact center experience required -Experience with State Health and Human Services program is preferred -Knowledge of or experience with accessing multiple database production systems simultaneously SKILLS AND ABILITIES -Must be able to read and speak English clearly, professionally, and fluently -Excellent listening and human relations skills -Intermediate to advanced computer skills -Must have the ability to organize simultaneous tasks for individual assignments and understand the process or workflow of each inquiry resolution -Strong typing and writing abilities -Ability to respond appropriately to changing situations -Proven ability to work as a team member -Strong attention to detail required for this role Arena Technical Resources, LLC, (ATR) is an Equal Opportunity Employer (EOE) who will provide equal employment opportunity to employees and applicants for employment without regard to race, ethnicity, religion, color, sex, pregnancy, national origin, age, veteran status, ancestry, sexual orientation, gender identity or expression, marital status, family structure, genetic information, or mental or physical disability. 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