Job Details
Our disability and benefits solutions help programs and agencies quickly get benefits into the hands of those who need it most, all while lowering cost and streamlining the process.
Public sector agencies manage a variety of complex, mission-critical tasks each day from monitoring the city budget and generating payroll for municipal employees to collecting revenues from citizens and generating utility bills. Our ERP financial solutions are designed to manage public sector core business functions no matter the size or complexity of the organization from small towns to large cities and counties.
Instant access to the tools you need to tackle your most complex recording challenges in a single, secure, and unified system. Youll save time, increase efficiency, and provide the unparalleled level of customer service your constituents expect and deserve.
Tylers public safety solutions improve situation awareness and enhance safety and productivity for public safety professionals. Weve drawn from our extensive experience to design, develop, deliver and support integrated software solutions to meet each agencys unique needs.
**Customer Service Representative**
**NIC is not your average call center! We attract candidates who prefer to problem-solve and think on their feet, rather than reading scripts. If this describes you then this is the position for you!**
The Customer Service Representative (CSR) is required to solve problems, ask probing questions to understand the customers inquiry, and achieve a high first-call-resolution percentage. Specifically, this position is responsible for interacting with and serving customers to include resolving customer inquiries and assisting them in using various web-based services, login issues, and answer questions about government programs. This position is also responsible for accurately processing incoming agreements, securely handling billing information, and other duties as assigned.
Candidate must pass a government background investigation.
***KEY RESPONSIBILITIES***
* Process high volume of incoming customer inquiries promptly and efficiently through unscripted telephone, email and chat conversations
* Resolve incoming inquiries regarding login issues, billing issues, technical problems, service questions, and other general concerns
* Take detailed notes, document customer contacts quickly, and maintain customer records during and after each customer contact in Customer Relationship Management system
* Understand and determine the cause of problems quickly and apply the appropriate solution
* Review and process documents for compliance with established regulations
* Execute online transactions and handle payment and other sensitive information securely and in accordance with company policies and procedures
* Demonstrate commitment to customer satisfaction and interact with customers in a professional and courteous manner at all times
* Solve technical problems with minimal supervision
* Navigate a computer effectively and learn to use and support multiple web-based systems quickly
* Assist in training new employees and/or rolling out new processes to team members
* Provide accurate and complete information to meet customer needs and achieve satisfaction
* Work with supervisor to stay updated on product knowledge and company policies and procedures, and effectively handle changes in any of these areas
* Provide timely feedback to supervisor regarding challenges or customer concerns
* Compile and report feedback on customer satisfaction
* Demonstrate ability to take on small projects and complete projects in a timely manner
* Other duties as assigned
***EXPERIENCE/EDUCATION***
* Undergraduate/associates degree or minimum two years of related work experience
***OTHER QUALIFICATIONS/REQUIREMENTS***
* Bilingual support, Spanish-fluency preferred
* Ability to pass a thorough background screening
* Self-starter with the ability to work under minimal supervision
* Outstanding verbal and written communications skills
* Strong critical thinking and problem-solving skills
* Strong organizational and prioritization skills
* Collaborative style and ability to communicate effectively at all levels
* Ability to identify and communicate improvements to drive process efficiencies
* Willingness to define new operational processes or procedures when the customer service team is required to take on new operational duties
* Works well with others in a team environment
* Strong phone handling skills and active listening
* Ability to multi-task, prioritize and manage time effectively
* Ability to stay calm and professional when customers are stressed or upset
* Availability to work various shifts from Monday through Friday
**Location**
Richmond, Virginia
**Travel**
0-5%
**Taking Care of You & Your Family**
Your health and well-being are important to us. Thats why we invest in our team members by offering competitive benefits to support their health and financial wellness. .
Requisition Number:2022-60
Tyler Technologies is proud to be an affirmative action / equal opportunity employer. All qualified applicants will receive consideration without regard to race, creed, gender, marital status, sexual orientation, citizenship status, color, religion, national origin, age, disability, veteran status, or any other status protected under local, state or federal laws. If you require reasonable accommodation for any part of the application or hiring process due to a disability, please submit your request by emailing or by calling 800.###.#### ext. 791008. Please keep in mind these methods are reserved for individuals who require accommodation due to a disability. **Meaningful Work, Valuable Benefits**
To make work even more rewarding, we offer a wide range of benefits to support the overall wellness of you and eligible family members.
**Accessibility Statement****Compliance status** We firmly believe that the internet should be available and accessible to anyone and are committed to providing a website that is accessible to the broadest possible audience, regardless of ability.
To fulfill this, we aim to adhere as strictly as possible to the World Wide Web Consortiums (W3C) Web Content Accessibility Guidelines 2.1 (WCAG 2.1) at the AA level. These guidelines explain how to make web content accessible to people with a wide array of disabilities. Complying with those guidelines helps us ensure that the website is accessible to blind people, people with motor impairments, visual impairment, cognitive disabilities, and more.
This website utilizes various technologies that are meant to make it as accessible as possible at all times. We utilize an accessibility interface that allows persons with specific disabilities to adjust the websites UI (user interface) and design it to their personal needs.
Additionally, the website utilizes an AI-based application that runs in the background and optimizes its accessibility level constantly. This application remediates the websites HTML, adapts its functionality and behavior for screen-readers used by blind users, and for keyboard functions used by individuals with motor impairments.
If you wish to contact the websites owner please use the website's form
**Screen-reader and keyboard navigation** Our website implements the ARIA attributes (Accessible Rich Internet Applications) technique, alongside various behavioral changes, to ensure blind users visiting with screen-readers can read, comprehend, and enjoy the websites functions. As soon as a user with a screen-reader enters your site, they immediately receive a prompt to enter the Screen-Reader Profile so they can browse and operate your site effectively. Heres how our website covers some of the most important screen-reader requirements:
- **Screen-reader optimization:** we run a process that learns the websites components from top to bottom, to ensure ongoing compliance even when u