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Lead Customer Service Representative

New Carrollton, Maryland
The Lead Customer Service Representative oversees a team of Customer Service Representative (“CSRs”).  CSRs are responsible for the processing of applications and correspondence while maintaining service levels.  Responsibilities include but are not limited to: First contact for call escalation, processing applications, processing licenses and responding to candidate telephone inquiries and demands. 

Job Duties
  • Works and communicates effectively with management, state client and acts in the best interest of all parties involved
  • Provides ongoing training and coaching
  • Leads staff as the expert contact and information source for candidates and CSRs.
  • Conducts and investigates research for applicant and licensee accounts
  • Ensures timely data entry of all license application information,
  • Generates appropriate correspondence for deficiencies, license continuation (renewals, reinstatements, etc.)
  • Ability to act as leader in Operation Manager’s absence
  • Responsible for timely and accurate archiving, storing, and retrieval of documents
  • Researches and resolves escalated issues
  • Screen the non-standard/more complex document that are submitted to the office
  • High school diploma or equivalent
  • Minimum 2 years of customer service experience required
  • Minimum one year supervisory or lead experience preferred
  • Prior experience with Sircon Licensing system preferred
  • Advanced computer skills with Word, Excel, and Outlook
  • Strong written and verbal communication and effective interpersonal skills
Physical Requirements:
This position requires the ability to sit for long periods of time and multi-task. Hear and converse clearly over the telephone and face-to-face.  This position requires keying frequently on a computer for both data entry and composing of documents.  Regularly uses vision to focus on computer. This is a semi-sedentary position working in a fast-paced office environment.
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