Customer Service Representative, LA Department of Education

Summary of Position 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