Customer Service Representative, LA Department of Education

YoungWilliams; Bossier City (LA); On-site; USD 36,000 - 48,000; Full time

Job summary

YoungWilliams in Louisiana seeks a Customer Service Representative (CSR) for the Office of Teaching and Learning, Division of Early Childhood Operations. The CSR provides excellent service to both internal and external customers by answering inquiries and ensuring accurate information promptly and politely.

Essential duties include handling CCAP questions via systems, routing calls, and assisting with eligibility tasks.

Qualifications

• Inbound call center experience preferred.
• Typing speed of at least 30 WPM.
• Strong computer skills and ability to navigate websites.
• Ability to interpret CCAP policy and provide accurate information.

Responsibilities

• Answer inquiries from internal and external customers promptly and politely.
• Provide information on CCAP program and check eligibility or renewal status.
• Route calls to appropriate LDOE contacts and maintain department knowledge.
• Log, sort, and scan mail from stakeholders and the public.
• Respond to complaints related to CCAP Household Eligibility and reference policies.

Skills

Inbound Call Center experience

Typing 30 WPM

Strong computer skills

Website navigation

Education

Some college or business school preferred

High School degree required

Tools

CCAP systems

Customer service databases

Policy interpretation

Job description

The Customer Service Representative (CSR)represents the Louisiana Office of Teaching and Learning, Division of Early Childhood Operations. They provide outstanding customer service to both internal and external customers by professionally answering all customer inquiries and ensuring that customers receive accurate information politely and promptly.

Essential Job Responsibilities and Duties

• Serves as Administrative representative with direct access to CCAP (Child Care Assistance Program) systems to provide support to callers with general CCAP program questions, interprets CCAP policy and clarifies information, check eligibility or renewal status, etc.
• Receives and responds or refers complaints related to the CCAP Household Eligibility program. Demonstrates thorough knowledge of programs and other available resources.
• Recognizes and can communicate internally how this role supports the overall goal to improve kindergarten readiness; and interprets policy and clarifies information as needed for the public.
• Completes work accurately and in a timely manner, accepts accountability for work performance.
• Receives and responds to phone calls and information requests from stakeholders and the general public regarding general LDOE information.
• Maintains thorough knowledge of the Department's policies and services.
• Routes phone calls or messages to the appropriate LDOE (Louisiana Department of Education) contact.
• Assists CCAP Household Eligibility staff sort, log, and scan mail from stakeholders and the general public.
• Performs all other duties as assigned by direct supervisor and/or LDOE Center supervisor.

Required Education

• Some college or business school preferred
• High School degree required

Required Experience

• Inbound Call Center experience – minimum 1 year
• Strong computer skills and typing proficiency required
• Ability to maneuver websites proficiently, perform review and locate required information
• Must be able to type at least 30 words per minute