Lead Csr, Newark

divh2CSR Lead Supervisor/h2pThis position provides direct supervision to customer service representatives at the DCA call center.
During busy periods, this position is responsible for answering calls and responding to a wide variety of public inquiries regarding all aspects of the professional board program.
A CSR lead must at all times maintain a positive image of DCA while disseminating thorough, complex, and accurate information in a professional manner.
/ppDuties include responding to customer inquiries utilizing knowledge learned and available systems, applying judgment, and making decisions along with management - concerning established processes, the appropriateness or confidentiality of information to be processed and the actions to be taken in line with the policies and procedures of DCA.
The position requires the performance of decision-making activities along with management - as a result of sometimes unpredictable and random customer inquiries requiring choices between a variety of procedures.
/ppA CSR lead must be able to actively listen, ask probing questions, and communicate in clear and understandable terms.
A CSR lead must provide thorough direction and appropriate information even when that desired service has not been specifically communicated by the customers inquiry.
/ph3Principal Duties and Responsibilities/h3ulliAnswer and record calls from consumers during peak periods and whenever call waiting times are high.
Provide coaching to individual CSRs when appropriate/liliAssist callers by answering questions, retrieving data in proprietary databases and help navigate resources in support of various DCA programs/liliObtain clients contact information, record accurately and input information into database.
/liliProvide second level support to CSRs for callers requiring additional assistance/liliAssure that CSRs meet all relevant performance metrics/liliAssistance in monitoring activities of all CSRs including breaks, lunches, etc.
/liliAct as a role model to all CSRs/liliAssistance with CSR training and orientation and on difficult calls.
/liliProvide Quality Assurance (call monitoring)/liliAnswer and record calls from consumers during peak periods/liliAssist callers by answering questions, retrieving data in proprietary databases and help navigate resources in support of various DCA programs, which include/liliOnline Tech Support: CSRs assist callers with online processing of license renewals.
/liliBasic Renewal Support: Calls for Board personnel: In some cases, CSRs may determine that a caller needs to be passed along to a specific board (and board staff member).
When possible, the CSRs will do a warm-transfer with the caller on the line, while other times messages are left.
/liliVerification: Callers can contact the CSC call center to obtain the most up to date information relative to the status of someones license.
/liliInform supervisor and case manager of additional training staff members may need.
/liliHold meetings for CSRs to discuss new information and any issues that may arise.
/liliOther duties as assigned.
/li/ulh3Skills and Experiences/h3ulliDetailed knowledge of specialized procedures and practices which relate to DCA programs/liliDemonstrated first line supervisory skills in working with direct reports/liliGood team building skills/liliDemonstrated ability to help team achieve performance metrics/liliAbility to understand and follow oral and written instructions/liliPunctual, reliable and ability to adhere to attendance policy/liliStrong written and verbal communication skills/liliAbility to clearly communicate complex business issues in order to adequately and completely respond to customer inquiries/liliAbility to utilize appropriate discretion and judgment along with management - in dispensing information, which may be susceptible to misunderstanding or misuse/liliAbility to understand customers needs quickly and develop appropriate response/liliAbility to focus on and provide customer satisfaction noting that there are two customers here DCA and the caller.
/liliAbility to apply effective and empathetic listening in conversations with customers/liliAbility to read, comprehend and utilize reference manuals/liliAbility to effectively relate to others and to work as part of a team/liliMulti-tasking ability and strong organization skills/liliExperience in responding to written and verbal customer inquiries/liliAbility to add, subtract, multiply, divide, and perform arithmetic calculations involving monetary units.
/liliAbility to use office equipment such as PCs, copier, and fax machine/li/ulh3Working Conditions/h3ulliUses computer terminal and views work product on computer monitor/liliQuick-reaction/customer-focused team environment/liliHandles information of sensitive and/or business-confidential nature/li/ulpMust be a New Jersey Resident/ppEEO/Veterans/Disability/p/div