CSC Representative I Wage

Perform special duties as assigned. Provide effective customer service by responding to inquiries and concerns from citizens, visitors of the Commonwealth, and others on issues related to VDOT projects, programs, services, and resources. Team interactions with customers are primarily using phone and email but will also use other technology resources, as needed (for entering work orders, referral to Internet, and other resources such as VA 511, etc.). Refer more complex issues to appropriate designee and track, ensuring appropriate follow up.

How you will contribute:

Customer Contact Management :

Handle intake of phone calls, emails, and other routed inquiries from internal and external customers. Use available resources (SOPs, VATraffic, Virginia DOT, Inside DOT, VA 511, Dashboard, etc.). Conduct quick response research while on the call. As needed, follow-up with written confirmation or information, including via email. Provide customer with appropriate service request number, advise customer of action(s) to be taken, and provide appropriate closing remarks. Summarize calls simultaneously while conversing.

Emergency Weather Operations and Special Situations :

Available to work extended shifts, nights and weekend hours during emergency severe weather events.

Processing Service Requests :

Enter customer information and service request details into CSC system. Process calls based on established policies and procedures. Support and mentor others in learning CSC systems and processes.

What will make you successful:

Ability to follow oral and written instructions. Ability to interpret and apply policies and procedures. Knowledge of business English and Math. Skill in the use of computers and software applications.

Minimum Qualifications:

Ability to communicate effectively with internal and external customers (and other partners) verbally and in writing (with proper grammar, voice, and diction) in a customer-focused environment. Ability to effectively interact with persons from a broad demographic spectrum (culture, language, dialect). Ability to pay attention to detail, work independently, multi-task and work under deadlines. Conflict management skills to effectively deal with irate customers in a professional manner. Knowledge of call center technology. Skill in working with customers in a customer service team environment.

Additional Considerations:

A combination of training, experience, or education in Customer Service, or related field desired. Ability to work in a customer service team environment, using or familiar with ACD technology or equivalent, work order management and other technology systems. Bilingual skills appropriate for region demographics. Knowledge of call management technology. Knowledge of geographic information system (GIS) mapping Click below to learn more about the Competency Model associated with this

Position:

Competency Model Physical Requirements Physical Requirements VDOT employees must abide by VDOTs Code of Ethics and the Commonwealths Standards of Conduct. VDOT Code of Ethics Standards of Conduct