Answering incoming calls in a timely manner
Providing callers with accurate account information and educating them on appropriate policies and procedures
Effectively redirecting callers to the appropriate area/agency when necessary
Maintaining knowledge of procedures and systems
Communicating client concerns and feedback to management
Researching and processing all correspondence received by email, fax and mail
Interpreting, applying, analyzing, and explaining laws, procedures, and regulations pertaining to SDU payment processing procedures and programs
Maintaining accurate and interrelated records
Responding promptly to customer needs
Identifying and resolving errors
Working with integrity and ethically
Working independently with little direction
Meeting schedules and timelines
Working confidentially with discretion
Communicating effectively, both orally and in writing
Applying interpersonal skills using tact, patience, and courtesy
Working varied schedules and overtime hours, as necessary

High school diploma or equivalent
At least one-year prior experience in an area of service delivery, customer service, call center technology, or other related field or an equivalent combination of education and work experience
Proficient in data entry skills including keyboard, mouse, and 10-key pad
Experience and knowledge of software such as Microsoft Word, Excel, and other Windows products
Must have private area to work and space to set up equipment
High-speed Internet connection
Contingent on passing a background check and drug test.

Customer Service Representative

Key skills