Customer Service Representative

Job: Customer Service Representative

Location: Middle River, MD 21220

Duration: Contract

(Key Words: Customer Service, Customer Service representative, Customer Support, CSR, Incoming call, Outbound call, Call, Calling,

Phone Calls)

Responsibilities:

Assists customers with the account opening process.

Accurately explains the terms/conditions and policies/procedures relating to the account.

Processes account payments, perform cash out process at end of shift

Consistently meets or exceeds performance goals to ensure the highest quality

of service is provided to the customer.

Performs account maintenance, including account changes, adjustments, and statement requests.

Contacts customers for additional account information.

Assists in problem correspondence as required.

Prepares reports including CSR Daily Activity report and cash out report.

Responds to incoming phone inquiries regarding accounts, violations and DMV

Communicates business rules, policies and procedures governing violation processing

Reviews violation appeals process with appellants

Receives incoming phone calls and chat requests regarding DMV services

Communicates business rules, policies and procedures governing DMV services

Administrative functions to include image review and violation lookups

Regular and predictable attendance is an essential function of this job

Requirements & Qualifications:

High School Diploma or G.E.D

Previous experience in customer service, call centers, or other related fields

Ability to build rapport with clients

Ability to prioritize and multitask

Positive and professional demeanor

Excellent written and verbal communication skills