Customer Care Specialist I

The Customer Care Specialist I is responsible for handling the daily operations of select client programs, including functions such as:

• Processing of delinquent cases, support process service functions, and fulfilling citizen requests while ensuring a high level of customer satisfaction.
• Work closely with team members to achieve customer departmental goals and improve customer service processes.

Duties and responsibilities

Become intimately familiar with the business rules for each customer and deliver timely and accurate service.

Evaluate and process high volumes of customer and citizen requests in accordance with applicable business rules and statutes.

Maintain accurate records of customer interactions, services provided, and issues resolved.

Identify, investigate, and resolve customer-related issues, working closely with other teams as needed to implement effective solutions.

Process internal requests from operational or support teams as required.

Assist with the implementation of change requests and other services as required.

Strive for continuous improvement in service delivery.

Adhere to and exceed assigned service level agreements (SLAs), contributing to overall team and customer performance targets.

Other responsibilities as required

Qualifications

High School Diploma or Equivalent.

Competent computer skills using Microsoft Office (Word, Outlook, SharePoint, and Excel).

Data Entry 40 wpm.

Strong communication, both verbal and written.

1+ years of data entry experience preferred.

Demonstrated ability to work and problem solve independently as well as recognize when to escalate issues.

Make sound decisions and accept/act upon constructive feedback.

Adhere to professional behavioral expectations and the ability to work well with different groups and departments.

Must operate effectively and reliably in the office and/or at home.

Drug Tests, Background Checks, and Fingerprinting are required.

Sitting or standing for extended periods will be a requirement.