Licensing & Customer Support Specialist (CSR)

Talentify; Newark (NJ); On-site; USD 42,000 - 52,000; Full time

Job summary

InspiriTec seeks a Customer Service Representative for the Division of Consumer Affairs (DCA) in Newark/Trenton. The CSR responds to public inquiries about professional licensing, using NJ websites and the licensing system to provide accurate guidance and maintain a professional image.

You will handle confidential information, follow DCA and state policies, document clearly in Call Tracker, and work with a Lead/Supervisor to resolve issues, ensuring reliable information is delivered to licensees

Qualifications

• Ability to understand and follow oral and written instructions.
• Emphasis on quality assurance and attendance/punctuality.
• Strong written and verbal communication skills (10th grade level or equivalent).
• Ability to clearly communicate complex business issues to respond to inquiries.
• Ability to use discretion and judgment in dispensing information.

Responsibilities

• Respond to customer inquiries/requests
• Identify customer needs and interpret regulations to customer level
• Learn and use the script for each board and interpret it to the customer
• Learn and use the NJ Licensing system (MLO) and Call Tracker to respond to questions and record CSR responses
• Show empathy and resolve issues by taking appropriate action; research and resolve disputes
• Determine who should receive information based on confidentiality laws
• Read and navigate three systems – NJ Consumer Affairs website, Licensing system (MLO) and Call Tracker
• Respond to written requests within expected timeframes
• Complete documentation clearly in Call Tracker

Skills

Clear communication

Active listening

Documentation

Problem solving

Multitasking

Teamwork

Attention to detail

Typing 25 WPM

Tools

NJ Licensing system (MLO)

Call Tracker

Job description

InspiriTec seeks a Customer Service Representative for the Division of Consumer Affairs (DCA) in Newark/Trenton. The CSR responds to public inquiries about professional licensing, using NJ websites and the licensing system to provide accurate guidance and maintain a professional image.

You will handle confidential information, follow DCA and state policies, document clearly in Call Tracker, and work with a Lead/Supervisor to resolve issues, ensuring reliable information is delivered to licensees