Lead Csr, Yazoo City

Customer Service Representative, Lead
The Customer Service Representative, Lead (CSR Lead) represents the Statewide CSC and provides outstanding customer service to both internal and external customers by professionally answering all calls and ensuring that customers receive accurate information politely and promptly.
The CSR Lead answers calls, obtains and gives information regarding State programs, and provides quality customer service to all callers.
This position handles difficult or complex calls referred by CSRs.
This position requires excellent diction, grammar, voice quality and articulation, proficiency with computer and customer service skills, and experience.
The CSR Lead reports to the Supervisor.
Essential Job Requirements
Responds to incoming calls from customers, staff, and other individuals
Handles escalated calls from CSRs
Provides friendly and helpful information to callers and other stakeholders
Navigates quickly through multiple computer screens to provide correct information to customers within the acceptable service timeframe
Documents customer contact in the automated system in an accurate and timely manner
Ensures the confidentiality of all information contained in the State's computer systems
Practices active listening skills to determine the nature of customer inquiries
Provides current information to the public
Regular and timely attendance
Other duties as assigned
Required Education
High School Diploma or equivalent is required
Required Experience
At least one year of customer service experience is required
Professional experience with office equipment, computers, Microsoft programs, email, and the Internet
Experience working on multiple programs such as web-based application functions, out-bound activity, data entry, and/or assigned special projects simultaneously