Customer Service Representative (CSR)

About the Role

As a Customer Service Representative (CSR) for the Division of Consumer Affairs (DCA), you serve as the primary voice of the Department in responding to a wide variety of public inquiries regarding professional licensing. Your mission is to maintain a positive image of the DCA while disseminating complex and accurate information in a professional manner.

This role exists to bridge the gap between state regulations and the public. You will apply independent judgment to make decisions concerning established processes, the appropriateness of information to be processed, and the actions to be taken in line with DCA, State of New Jersey, and InspiriTec policies. The position requires navigating unpredictable customer inquiries, often requiring you to choose between various procedures to resolve issues effectively.

A Day in the Life

You will actively listen to customers, ask probing questions, and communicate in clear, understandable terms. Your day involves determining a customer's desired outcome even when it has not been explicitly stated, then providing thorough direction and appropriate information. You will utilize knowledge from available systems, including the NJ Consumer Affairs website, the Licensing system (MLO), and Call Tracker, to respond to inquiries and record interactions.

Empathy is central to your work. You will show understanding for customers' problems, resolve disputes, and determine the appropriate flow of information based on confidentiality laws. When customer needs are not being recognized, you will take independent action to resolve potential conflicts. Throughout stressful circumstances, you will remain calm, professional, and courteous, adapting your behavior to meet the needs of diverse individuals and situations.

Team and Culture

You will be part of a quick-reaction, customer-focused team environment. Success in this role requires maintaining a harmonious working relationship with colleagues, adhering to all established InspiriTec and DCA policies, and supporting other positions during heavy workloads or absences. You are expected to conduct yourself with integrity and professionalism at all times, contributing to process and training improvement suggestions.

Equal Opportunity Statement

The Division of Consumer Affairs is an equal opportunity employer. We consider qualified applicants regardless of background, disability, or veteran status.