Note: For questions about the job posting, please contact the agency that posted this position by using the contact information provided on the "Contact" tab for the position.
Minimum Qualifications Six (6) years of business experience including four years of customer service experience, one year of which was in a team/shift leader capacity;
An Associate’s Degree and four (4) years of business experience including two (2) years of customer service experience, one year of which was in a team/shift leader capacity;
A Bachelor’s Degree and two (2) years of customer service experience;
An equivalent combination of training and experience.
If you have questions about your eligibility, please feel free to contact the Personnel Department.
Duties Description Under the supervision of a Customer Service Representative 4, the Customer Service Representative 3 will supervise assigned staff, including other Customer Service Representatives, within their district office and/or division. The Customer Service Representative 3 will ensure that incoming calls and correspondence are processed in the most courteous, expeditious and efficient manner.
Supervises staff to ensure adherence to quality control performance and operational standards, and provide technical assistance as needed. Develops and maintains staff schedules to ensure adequate coverage at all times and monitors adherence to time and attendance rules and regulations. Reviews and comments on proposals for classroom training/educational curriculum developed for use in training staff. Conducts trainings for both Customer Service Representative 1 and Customer Service Representative 2 staff. Generates productivity and other statistical reports. Monitors work standards and daily call/correspondence volume to track and maintain service levels. Provides feedback on problematic methods and techniques; recommends solutions to workload issues. Responsible for implementing departmental strategies for improving customer satisfaction.
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