Customer Service Representative 2

Position Responsibilities

• Provide customer service by telephone and in person, responding to inquiries regarding products, services, account information, and transactions.

• Process customer requests, including order entry, account cancellations, and service modifications.

• Provide information and assistance regarding licenses, registrations, titles, permits, and program eligibility requirements.

• Investigate customer concerns, research applicable policies and procedures, and implement appropriate solutions to resolve complaints and service issues.

• Maintain accurate records of customer interactions, inquiries, complaints, comments, transactions, and resolution actions.

• Resolve billing and service-related disputes by processing refunds, exchanging merchandise, adjusting bills, or coordinating other corrective actions as appropriate.

• Prepare and process contracts, change-of-address requests, service discontinuance orders, and other documentation using computerized systems.

• Escalate unresolved customer complaints and grievances to the appropriate departments for further investigation and resolution.

• Calculate service fees, collect payments and deposits, and coordinate billing arrangements.

• Contact customers to provide updates, respond to inquiries, communicate investigation findings, and explain recommended or approved adjustments.

• Perform journey-level customer service functions involving complex requests, independent judgment, and the interpretation of policies and procedures.

• Research and analyze customer issues, compile relevant information, and determine appropriate actions while exercising discretion when handling and releasing confidential or sensitive information.

• Receive and process payments, reconcile cash receipts against established records, verify balances, and prepare daily deposits for delivery to the bank or State Treasurer's Office.

• Ensure customer transactions and service requests are processed accurately, efficiently, and in accordance with established policies and procedures.