Customer Service Representative; CSR; Shawnee

Customer Service Representative (CSR)

County Board of Directors and Supervising Agent

Non-Exempt;
Full-Time 35 Hours

Shawnee, OK

Provide clerical work and minor administrative and business detail.

• Greets visitors and conducts to appropriate area or person.
• Assist with answering phones and forwarding calls as necessary.
• Organizes and maintains file system and files correspondence and other records.
• Makes copies of correspondence or other printed materials.
• Receive and receipt payments for membership
• Print new member cards and mail
• Produce and forward insurance verifications for vehicles and certificates of insurance for Agent.
• Reads and routes incoming correspondence such as mail, fax, etc.
• Act as liaison & point person for Pontotoc County and in all outside relations with various entities such as insureds, and the general public.
• Prepares outgoing mail and correspondence, including e-mail and faxes.
• Coordinates and arranges meetings, prepares agendas, reserves and prepares facilities, and records and transcribes minutes of meetings.
• Additional duties, as assigned by County.

• Customer Service
  - Manages difficult or emotional customer situations;
  Responds promptly to customer needs.
• Interpersonal Skills
  - Focuses on solving conflict, not blaming;
  Maintains confidentiality;
  Listens to others without interrupting;
  Keeps emotions under control.
• Oral Communication
  - Speaks clearly and persuasively in positive or negative situations;
  Listens and gets clarification;
  Responds well to questions.
• Written Communication
  - Writes clearly and informatively;
  Edits work for spelling and grammar;
  Varies writing style to meet needs;
  Able to read and interpret written information.
• Business Acumen
  - Understands business implications of decisions.
• Diversity
  - Shows respect and sensitivity for cultural differences;
  Promotes a harassment-free environment.
• Ethics
  - Works with integrity and ethically;
  Upholds organizational values.
• Organizational Support
  - Follows policies and procedures;
  Completes administrative tasks correctly and on time.
• Judgement
  - Displays willingness to make decisions;
  Exhibits sound and accurate judgment.
• Planning/Organizing
  - Prioritizes and plans work activities;
  Uses time efficiently.
• Professionalism
  - Approaches others in a tactful manner;
  Treats others with respect and consideration regardless of their status or position.
• Quality
  - Demonstrates accuracy and thoroughness;
  Looks for ways to improve and promote quality.
• Adaptability
  - Adapts to changes in the work environment;
  Able to deal with frequent change, delays, or unexpected events.
• Attendance/Punctuality
  - Is consistently at work and on time;
  Ensures work responsibilities are covered when absent.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience. Insurance Producer License Preferred.

Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.

To perform this job successfully, an individual should have general knowledge of computers and computer systems including hardware and software.

Must have knowledge of secretarial, office administrative procedures, and knowledge of use and operation of standard office equipment, at a level generally acquired through 1+ years related experience.

The physical demands…