Job Description:

A short term (three month) DC One Card Customer Service Representative (CSR) with 10 years of direct customer service or client outreach and support.

The DC One Card Customer Service Representative (CSR) will follow procedures to validate eligibility, maintain records, and operate the DC One Card application and associated credentialing equipment to distribute DC One Cards to eligible District residents. The DC One Card CSR will provide District agency, employee and citizen customers with courteous, knowledgeable service while maintaining the highest standards of professional service and outreach. The CSR will report to and work with the CSR manager for any program variations or issues above Tier 1 support.  The DC One Card Customer Service Representative will be required to maintain appropriate records and prepare required reports.  A working knowledge of Microsoft Office applications (Word, Outlook) and an ability to learn the DC One Card technology application will be required.

Specific Tasks

•           Obtain, complete, and review identity documents for authenticity. Take client pictures within the DC One Card applications (Request Tracker)

•           Answer and respond to telephone inquiries regarding the DC One Card program

•           Handle customer complaints by providing appropriate solutions within CSR Tier I support

•           Ensure appropriate records are maintained and summary reports are produced

•           Demonstrate confidence to verify resident records, assist residents with resolution when existing records are not sufficient.

•           Must have strong written and spoken command of the English language; verbal skills will be utilized to respond to phone contact requests. CSR will be trained in the use of the District Interactive voice response (IVR) phone system.

•           Demonstrated use of the Microsoft office suite technology and an ability to learn the DC One Card ‘Request Tracker’ application.

Experience and Skills

Specific knowledge, skills, and abilities required by the incumbent to successfully fulfill the Major Duties and perform the Tasks required for this position include:

•           Excellent communication and interpersonal skills with a passion to assist and support residents of the District.

•           A minimum of a college degree with a concentration that reflects customer service or client outreach and support.

•           At least ten years in a role reflective of customer service or client outreach and support.

•           Background check and credit check will be required

Complete Description

Responsibilities:

Develops information retrieval solutions to support client requirements for specified domain subjects, using information retrieval software languages and automated text analysis and extraction techniques.

Minimum Education/Certification Requirements         :

Bachelor’s degree in Information Technology or related field or equivalent experience

Skills

6-10 yrs. developing information retrieval solutions to support client requirements

Bachelor’s degree in IT or related field or equivalent experience.

SKILLS

Please use this table to list the skills noted in the Required/Desired section of the requirement.  In addition, please respond with the years of experience for each skill and the last time each skill was used.  Add or delete rows as necessary.