Lead CSR

CSR LEAD SUPERVISOR  Customer New Jersey Department of Consumer Affairs (DCA)Reports To Call Center Supervisor/InspiriTec Project Manager Location Newark, New JerseyPURPOSE OF POSITION:This position provides direct supervision to Customer Service Representatives at the DCA callcenter. During busy periods, this position is responsible for answering calls and responding to awide variety of public inquiries regarding all aspects of the Professional board program. A CSRlead must at all times maintain a positive image of DCA while disseminating thorough, complex,and accurate information in a professional manner.Duties include responding to customer inquiries utilizing knowledge learned and availablesystems, applying judgment, and making decisions – along with management - concerningestablished processes, the appropriateness or confidentiality of information to be processed andthe actions to be taken in line with the policies and procedures of DCA.

The position requiresthe performance of decision-making activities – along with management - as a result ofsometimes unpredictable and random customer inquiries requiring choices between a variety ofprocedures.A CSR lead must be able to actively listen, ask probing questions, and communicate in clear andunderstandable terms. A CSR lead must provide thorough direction and appropriate informationeven when that desired service has not been specifically communicated by the customer’sinquiry.PRINCIPAL DUTIES AND RESPONSIBILITIESDuties and responsibilities in order of priority of a Customer Service Representative LEADinclude, but are not limited to: Answer and record calls from consumers during peak periods and whenever call waitingtimes are high.

Provide coaching to individual CSRs when appropriate Assist callers by answering questions, retrieving data in proprietary databases and helpnavigate resources in support of various DCA programs Obtain client’s contact information, record accurately and input information into database. Provide second level support to CSRs for callers requiring additional assistance Assure that CSRs meet all relevant performance metrics Assistance in monitoring activities of all CSRs including breaks, lunches, etc. Act as a role model to all CSR’s Assistance with CSR training and orientation Provide Quality Assurance (call monitoring) Answer and record calls from consumers during peak periods Assist callers by answering questions, retrieving data in proprietary databases and help navigate resources in various DCA programs, which include:Online Tech Support:, online processing of license renewals. Basic Renewal Support: Calls for Board personnel: In some cases, CSR's may determine that a caller needs to be passed along to a specific board (and board staff member).

Whenpossible, the CSR's will do a warm-transfer with the caller on the line, while other times messages are left. Inform supervisor and case manager of additional training staff members may need. Hold meetings for CSR’s to discuss new information and any issues that may arise. Other duties as assigned.Skills and Experiences: Detailed knowledge of specialized procedures and practices which relate to DCA programs Demonstrated first line supervisory skills in working with direct reports Good team building skills Demonstrated ability to help team achieve performance metrics Ability to understand and follow oral and written instructions Strong written and verbal communication skills Ability to clearly communicate complex business issues in order to adequately andcompletely respond to customer inquiries Ability to utilize appropriate discretion and judgment – along with management - in dispensing information, which may be susceptible to misunderstanding or misuse Ability to understand customers needs quickly and develop appropriate response Ability to focus on and provide customer satisfaction noting that there are two customers here – DCA and the caller. Ability to apply effective and empathetic listening in conversations with customers Ability to read, comprehend and utilize reference manuals Ability to effectively relate to others and to work as part of a team Multi-tasking ability and strong organization skills Experience in responding to written and verbal customer inquiries Ability to add, subtract, multiply, divide, and perform arithmetic calculations involvingmonetary units. Ability to use office equipment such as PCs, copier, and fax machineWORKING CONDITIONS Uses computer terminal and views work product on computer monitor Quick-reaction/customer-focused team environment Handles information of sensitive and/or business-confidential natureEEOC/Disability/Veteran 16.40 To 16.40 (USD) Hourly