Level Csr Tier

Job summary
Level 2 Customer Service Representative - Tier 1Remote position in Newark, NJResponsibilities include responding to customer inquiries and making independent decisions
Job seniority: entry level
Responsibilities
• Respond to customer inquiries/requests• Identify customer needs and interpret DCA regulations, policies, and procedures• Learn and use various systems to assist customers• Resolve customer disputes and inquiries• Process Letters of Completion and Promise of Employment• Assist clients with application drop-offs and process fingerprint forms• Issue or deny work permits and send deficiency correspondence• Maintain a thorough knowledge of call center programs, policies, and technology• Maintain positive communication with call center team• Attend meetings and provide support to other positions/operations
Requirements
• 1-2 years of experience working in customer service• Ability to understand and follow oral and written instructions• Strong written and verbal communication skills• Ability to utilize discretion and judgment in dispensing information• Ability to understand customer needs and provide satisfactory response• Ability to apply effective and empathetic listening• Ability to read, comprehend, and utilize reference manuals• Ability to work as part of a team and multitask on the computer• Experience in responding to customer inquiries• Basic math skills• Ability to use office equipment and navigate the internet• Typing speed of at least 35 WPM