Customer Service Representative

Key Responsibilities: Assist customers in person and by telephone with inquiries related to services, programs, licenses, permits, registrations, or eligibility. Resolve customer service and billing issues, including complaints and discrepancies. Enter, update, and maintain accurate customer records and transaction details. Process forms, change-of-address requests, service discontinuations, and related documentation using computer systems. Determine service charges, collect payments or deposits, and arrange billing when required. Research customer issues, interpret policies, and apply solutions using judgment and discretion. Refer unresolved issues to appropriate departments for further review. Reconcile cash receipts, prepare deposits, and transmit funds to the bank or state treasurer as required. Notify customers of claim investigation results or service adjustments.

Required Skills: Ability to resolve difficult or sensitive customer complaints Ability to follow established guidelines, policies, and procedures Attention to detail and accurate record-keeping