CSC Sr Specialist

Responsibilities

• Provide leadership, expertise, guidance, and operational support to Customer Service team, serving as a resource for escalations, policy interpretation, and problem resolution.
• Serve as a subject matter expert on customer service systems, policies, procedures, and business processes.
• Research, analyze, and resolve complex customer inquiries, complaints, escalations, and account-related issues.
• Process, review, and authorize customer account transactions, service requests, payments, adjustments, and exceptions within established authority levels.
• Serve the achievement of departmental goals by ensuring accurate, compliant, and customer-focused service delivery.
• Collaborate with internal departments, vendors, business partners, courts, and external agencies to resolve issues and support operational objectives.
• Maintain accurate records, documentation, inventory, financial controls, reconciliations, reporting, and audit requirements.
• Analyze operational data, identify trends, support process improvements, and participate in special projects and cross-functional initiatives.
• May be required to travel to and drive between customer service center locations as needed to support operational and business needs.

Qualifications

• Minimum High School Diploma or GED, required.
• Fluency in English, including speaking, reading, and writing, required.
• Able to type a minimum of 30 words per minute, required.
• Two (2) years’ experience (customer service, operations, account management, cash handling, call center, support services, or related experience), required.
• Prior to three (3) years of experience including:
• Serving in a senior, mentoring, training, lead or team support capacity.
• Previous experience in customer service leadership, team development, quality assurance, workflow management, or operational support.
• Experience working with payment processing, inventory controls, compliance requirements, reporting, or customer account management systems.
• Experience supporting process improvement initiatives, training programs, or cross-functional operational projects.