CSR 1

About the role

The CSR 1 interacts with customers to provide information about programs and services in a contact center. Responsibilities include responding to inquiries via phone, IVR, or web portal, recording interactions, addressing customer issues, and referring unresolved concerns to appropriate departments.

Responsibilities

• Responds to customer inquiries via phone, IVR, or web portal
• Records customer interactions and transactions
• Documents details of inquiries, complaints, comments, and actions taken
• Follows standard operating procedures to ensure consistency and accuracy
• Addresses customer inquiries and resolves problems
• Refers unresolved customer grievances to designated departments
• Communicates with supervisor regarding potential needs or concerns
• Performs data entry accurately
• Performs other duties as assigned

Requirements

• High School diploma or equivalent
• Associates degree preferred