Employment

The Customer Support Representative, under direction, will assist with all types of customer service interactions, including phone calls, emails, and in-person interactions.  This individual will need to be highly organized, detail-oriented, and able to multitask in a high-paced environment.

Principal Duties

• Support all aspects of the adjudication process, including registering customers for daily hearings, compiling customer ticket information, answering general and specific questions, and assisting the customer throughout the hearing process.
• Assists customers with installment payment plans, including explaining the program rules and ensuring customer compliance and awareness.
• Review and investigate requests for customer assistance via telephone, mail, e-mail, and in-person, and to provide answers to such inquiries.
• Maintain daily work logs.
• Work is performed under the supervision of the department supervisors.
• Completes other duties as assigned by Manager.

Required Knowledge, Skills, and Abilities:

• Ability to navigate and understand the various back-end systems used to manage ticket information, such as AutoProcess, DLMS, and others
• Critical thinking and judgment skills to identify limitations and/or issues with back-end systems that may impact operations
• Ability to communicate effectively with others, both orally and in writing
• Ability to understand and follow oral and/or written policies, procedures, and instructions
• Knowledge of PPA regulations, processes, and operations
• Excellent grammar and communication skills
• Ability to multi-task and prioritize work activities in a fast-paced environment
• Must demonstrate proficient knowledge and use of computer and basic programs
• Superior customer service skills; excellent interpersonal skills; strong organizational and problem-solving skills
• Highly professional, ability to maintain a professional demeanor in all types of customer interactions
• Ability to operate effectively as part of a team

Minimum Acceptable Training, Experience, and Education:

• High school diploma or equivalent
• Minimum of two years of experience in Customer Service (a combination of education and experience will be considered)

Working Hours: 8:45 am to 5:15 pm Monday through Friday and a mandatory Saturday in rotation. Shift may change to meet operational needs.

Selection Process:

• 50% - Assessment Test, (Computerized)
• 35% - Oral Interview,
• 05% - Attendance,
• 10% - Latest Annual Performance Evaluation

APPLICANTS WHO HAVE AT LEAST TEN (10) YEARS OF SERVICE WILL HAVE FOUR (4) POINTS ADDED TO THEIR TOTAL SCORE. ONLY APPLICANTS WHO SCORE 70 AND ABOVE ON THE TEST WILL BE INVITED TO THE ORAL INTERVIEW PHASE OF THE PROCESS. ONLY THOSE APPLICANTS WITH A COMBINED TOTAL SCORE OF 70 WILL BE PLACED ON THE ELIGIBILITY LIST.