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

Qualifications:

• 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.