CSR 1

Summary of Position The CSR 1 is responsible for interacting with customers to provide information in response to inquiries about programs and services in a contact center. Essential Job Requirements Responds to customer inquiries received by telephone, Interactive Voice Response (IVR), or web-based portal regarding information on programs and services Records customer interactions and transactions by documenting details of inquiries, complaints, comments, and actions taken Follows standard operating procedures to ensure consistency and accuracy Addresses customers’ inquiries and resolves problems to ensure that appropriate changes are made Refers unresolved customer grievances to designated departments for further investigation Communicates with supervisor regarding any potential needs or concerns Performs data entry accurately Regular and timely attendance Other duties as assigned Required Education High School diploma or equivalent is required Associates degree preferred Required Experience Professional experience using Microsoft Office products