Customer Service Representative resume example

Supervisor for a small team of CSR to make sure they follow company set policies and provide great customer service. * Provide departmental leadership in assigned functional area * Responsible for supervision of call center employees to assure productivity, quality, and timeliness of work in the completion of assigned projects and departmental goals * Assist with or conduct training to keep team updated on changes that may occur in information or procedures * Perform tasks to assure service level and quality requirements are met * Assume supervisory responsibility for department tasks and call center activities * Interview and recommend hiring and promotion of call center staff * Maintain department records * Monitor staff quality and performance and provide feedback and coaching as appropriate. * Complete employee performance assessment at end of year and assignment * Perform other duties as assigned * Respond to CSR's when needing assistance on locating appropriate scripts to better address the callers questions or concerns * Assist with side-by-side mentoring for new employees during training and after training as needed * Maintain a current understanding of the GDIT and FSAIC standard operating procedures, processes and Program policies * Security Clearance Required * Utilize scripts, standard operating procedures, and training materials to respond to FSAIC inquiries in a courteous, timely and professional manner * Provide accurate responses and documentation of inquiries and complaints from FSAIC consumers * Adhere to the Privacy Act as it relates to the confidentiality of information received Continually look for and suggest process improvements, which will benefit GDIT and our customers (internal and external) * Report problems that occur to the appropriate person and assist with resolution * Adhere to and support service level metrics that includes schedule adherence, average handle time, response accuracy and quality metrics * Receive and give constructive feedback on quality and performance measures * May be required to work some GDIT or Federal holidays * Overtime may be required * Practice GDIT Core Values

JOB RESPONSIBILITIES: * Provide knowledgeable responces to escalated, high priority, or supervisor calls in a courteous and professional manner * Responsible for productivity, quality, and timeliness of work in the completion of department tasks and goals * Provide leadership and guidance in all processing activities to FSAIC staff * Assist with side-by-side mentoring for new employees during training and after training as needed * Assist in monitoring and analyzing quality of all department work and recommend actions for improvement. * Maintain up-to-date knowledge of Federal regulations and policies as they apply to U.S. Dept. of Education's student financial aid * Assist in information reporting and development, and also MIS reports or logs * Adhere to the Privacy Act as it relates to the confidentiality of information released * Receive constructive feedback from supervisors * Proofread documents for grammatical and correctness and adherence to standards and formats * Frequent internal contacts with Customer Service Managers, Call Center Supervisors, Lead Training Specialist, Operations Representative, Department of Education personnel, and Customer Service Reps * Assume coordination responsibility for department in absence of supervisory staff * Assist in the design, development, and writing of FSAIC area processing procedures and maintain department records * Frequent or daily contact with students, parents, financial aid administrators or others * May be required to work some Federal holidays * Overtime may be required * Perform other related duties as assigned * Regular and predictable attendance is required.

* Assist with side-by-side mentoring for new employees during training and after training as needed * Maintain a current understanding of the Program's standard operating procedures, processes and Program policies as provided during training. * Utilize scripts, standard operating procedures, and training materials to respond to inquiries in a courteous, timely and professional manner * Provide accurate responses and documentation of inquiries and complaints from consumers * Adhere to the Privacy Act as it relates to the confidentiality of information received * Continually look for and suggest process improvements, which will benefit GDIT and our customers (internal and external) * Report problems that occur and assist with resolution * Adhere to and support service level metrics that includes schedule adherence, average handle time, response accuracy and quality metrics * Receive and give constructive feedback on quality and performance measures * Perform general clerical and administrative functions as assigned