Job Description:

The Office of the Ombudsman (OMB) is a unique division within the Department of Economic Security (DES) that addresses client concerns and issues on behalf of the DES Director. OMB operates in an informal, confidential, neutral, and non-partisan manner. The Customer Service Representative II will assist the OMB by entering customer concerns into Salesforce, a cloud-based software. The concerns are received via phone voice messages, email, and an online web form. The role requires excellent communication and interpersonal skills, patience, and the ability to multitask.

Business operating office hours are Monday-Friday, 8:00 am to 5 pm.

Major Responsibilities:

Enter customer concerns into Salesforce, received through email, voice messages, and the online web form.

Use critical thinking skills to direct concerns to the appropriate DES programs.

Research information to address both DES and non-DES related issues.

Listen and transcribe voice mail messages from DES clients.

Perform other duties as assigned related to the position.

Required skills and qualifications

Proven experience as a Customer Service Representative or in a similar role.

Excellent communication, interpersonal, and problem-solving skills.

Proficiency in Google Suite and other relevant computer applications.

De-escalation skills.

Patience, a positive attitude, and the ability to manage time effectively and multitask.

High school diploma or equivalent is typically required.

Knowledge

English Language; Customer Service; Clerical; Administration and Management.

Skill

Monitoring; Active Listening; Speaking; Critical Thinking; Reading Comprehension; Social Perceptiveness. Judgment and Decision Making; Time Management; Problem Solving Ability

Deductive and Inductive Reasoning; Speech Clarity; Written and Oral Comprehension; Written and Oral Expression; Problem Sensitivity.

Required Skills

Experience as a CSR

google suite and other relevant computer applications

Interpersonal and problem-solving skills

Attention to detail and must be Reliable

Preferred Skills

Salesforce