Customer Relations Officer
Trenton, NJ Trenton, NJ Full-time Full-time Estimated:
$70.
7K - $89.
5K a year Estimated:
$70.
7K - $89.
5K a year 13 hours ago 13 hours ago 13 hours ago Overview:
Job Summary Assists with the successful operations and daily functions of NJEDA Customer Care division by relaying up-to-date information on NJEDA products and services.
This role is responsible for providing support to Program Manager and Director of Portfolio and Customer Relations as well as responding to incoming requests from applicants and potential applicants.
$65,484 - $81,855 Note:
The NJEDA currently offers a hybrid work schedule for up to 2 days of telecommute work from home.
To participate, you will be required to have high speed home internet access and a managers approval.
This program does not supersede the New Jersey First Act, which requires newly hired NJEDA employees to establish and then maintain, principal residence in the State of New Jersey.
Responsibilities:
Essential Duties and Responsibilities Identifies customer related issues, providing feedback and making recommendations on resolving issues, creates and implements process for identifying, and tracking resolutions Applies departmental procedures and practices to effectively respond to applicant/customer needs and ensure customer care staff is aware and following Suggests new ideas related to new products, programs and technical assistance, based on feedback from current and potential applicants Adapts to changes in the work environment and manages competing demands Supports on other strategic initiatives as necessary for organization wide customer relations needs, this includes User Testing of new applications, reporting out on findings and tracking findings for future use Responds to Customer Care and Small Business Service emails in a timely manner and directs inquiries to appropriate staff within the NJEDA.
Investigates and resolves customer-related complaints Assist customers pursuing NJEDA products by assessing eligibility, presenting options and ensuring customer is prepared and qualified for the appropriate program prior to application.
Reviews incoming finance requests and directs to staff based on knowledge of programs and products Handles inquiries from the general public regarding all statewide resources and directs them to appropriate assistance Answers calls via the Customer Care line and responds to questions in the On-Line Chat forum Assists customers with technical support on applications, payments, and logs inquires when further investigation is required.
Maintains customer satisfaction by providing problem-solving resources.
Collaborates with internal departments to ensure call center has up to date information on NJEDA products.
Is well versed in NJEDA programs/products and able to solicit appropriate information to assist customers in determining best option to meet their needs.
Identifies and tracks customer needs in CRM inquiry system.
Assists Program Manager and Director in identifying trends and establishing call center goals.
Promotes teamwork and communication to encourage an interactive, cooperative, collaborative, and customer focused work environment among division, NJEDA staff, and external customers.
Must complete annual and semiannual self-assessment as required.
Performs other duties and special projects, as assigned.
Qualifications:
Required Skills and Abilities Ability to prioritize and manage multiple projects, responsibilities Ability to multitask and remain calm under pressure, especially during peak hours or intense situations.
Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills.
Knowledge of management principles and familiarity with company products, services, and policies.
Strong coaching and leadership skills, ability to motivate employees.
Decisiveness and attention to detail.
Proficiency with the necessary technology, including computers, software applications, phone systems, etc.
Polite, professional phone voice.
Ability to communicate effectively both verbally and in writing; proficient in grammar, spelling and editing; and foster communications with business professionals and EDA staff Ability to prioritize workload, must be highly organized, detail-oriented, handle various tasks simultaneously and work independently within limited time constrains with little or no supervision Must be able to maintain confidentiality and deal effectively and diplomatically with business professionals and EDA staff Demonstrates respectful behavior and promotes teamwork and communication to encourage an interactive, cooperative, collaborative and customer focused work environment among division, EDA staff and external customers.
Proficiency in Microsoft Office Suite and the ability to learn new software packages Required Qualifications Education and Experience Requirements Bachelor's degree in relevant field and/or equivalent experience Previous customer relations experience.
5
years in a customer facing role providing issues resolution and staff training.
Advanced degree or industry specific certification may be substituted for 1 year of experience Physical Demands Minimal Travel As necessary to events, meetings, businesses, etc.
Certificates and Licenses Required License:
Staff are required to possess a driver's license valid in New Jersey only if the operation of a vehicle, rather than employee mobility, is necessary to perform the essentials duties of the position.
Note The examples of work for this title are for illustrative purposes only.
A particular position using this title may not perform all duties listed in this job description.
Conversely, all duties performed on the job may not be listed.
This job description is intended to convey information essential to understanding the scope, general nature and level of work performed by job holders within this job.
This job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position.
Your employment at NJEDA is voluntary and subject to termination by you or NJEDA at will, with or without cause, or with or without notice, at any time.
Nothing in this job description shall be interpreted to conflict, eliminate or modify the employment-at-will status of NJEDA employees.
This position is considered exempt and is excluded from minimum wage, overtime regulations, and other rights and protections afforded nonexempt workers under the FLSA.
NJEDA reserves the right to amend/revise this job description as necessary to meet current and changing business needs.
Equal Opportunity Employer NJ SAME Program Position Requirements Foreign degrees/transcripts must be evaluated by a reputable evaluation service at your own expense and must be submitted prior to a start date.
If this cannot be provided within 21 days of an offer the offer will be rescinded.
Must comply with the New Jersey First Act which requires employees hired after September 1, 2011 to reside in New Jersey.
Non-New Jersey resident employees must relocate to New Jersey within one year of their date of hire and provide proof of residency to Human Resources.
Must complete an Outside Activity Questionnaire (disclosure of outside office or employment) on an annual basis.
Must review the required NJEDA Ethics Guidelines.
The guidelines can be found here:
https:
//www.
nj.
gov/ethics/docs/ethics/plainlanguage2021.
pdf https:
//www.
nj.
gov/ethics/docs/ethics/2022_uniformcode_april.
pdf #LI-KH1.
Estimated Salary: $20 to $28 per hour based on qualifications.
$70.
7K - $89.
5K a year Estimated:
$70.
7K - $89.
5K a year 13 hours ago 13 hours ago 13 hours ago Overview:
Job Summary Assists with the successful operations and daily functions of NJEDA Customer Care division by relaying up-to-date information on NJEDA products and services.
This role is responsible for providing support to Program Manager and Director of Portfolio and Customer Relations as well as responding to incoming requests from applicants and potential applicants.
$65,484 - $81,855 Note:
The NJEDA currently offers a hybrid work schedule for up to 2 days of telecommute work from home.
To participate, you will be required to have high speed home internet access and a managers approval.
This program does not supersede the New Jersey First Act, which requires newly hired NJEDA employees to establish and then maintain, principal residence in the State of New Jersey.
Responsibilities:
Essential Duties and Responsibilities Identifies customer related issues, providing feedback and making recommendations on resolving issues, creates and implements process for identifying, and tracking resolutions Applies departmental procedures and practices to effectively respond to applicant/customer needs and ensure customer care staff is aware and following Suggests new ideas related to new products, programs and technical assistance, based on feedback from current and potential applicants Adapts to changes in the work environment and manages competing demands Supports on other strategic initiatives as necessary for organization wide customer relations needs, this includes User Testing of new applications, reporting out on findings and tracking findings for future use Responds to Customer Care and Small Business Service emails in a timely manner and directs inquiries to appropriate staff within the NJEDA.
Investigates and resolves customer-related complaints Assist customers pursuing NJEDA products by assessing eligibility, presenting options and ensuring customer is prepared and qualified for the appropriate program prior to application.
Reviews incoming finance requests and directs to staff based on knowledge of programs and products Handles inquiries from the general public regarding all statewide resources and directs them to appropriate assistance Answers calls via the Customer Care line and responds to questions in the On-Line Chat forum Assists customers with technical support on applications, payments, and logs inquires when further investigation is required.
Maintains customer satisfaction by providing problem-solving resources.
Collaborates with internal departments to ensure call center has up to date information on NJEDA products.
Is well versed in NJEDA programs/products and able to solicit appropriate information to assist customers in determining best option to meet their needs.
Identifies and tracks customer needs in CRM inquiry system.
Assists Program Manager and Director in identifying trends and establishing call center goals.
Promotes teamwork and communication to encourage an interactive, cooperative, collaborative, and customer focused work environment among division, NJEDA staff, and external customers.
Must complete annual and semiannual self-assessment as required.
Performs other duties and special projects, as assigned.
Qualifications:
Required Skills and Abilities Ability to prioritize and manage multiple projects, responsibilities Ability to multitask and remain calm under pressure, especially during peak hours or intense situations.
Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills.
Knowledge of management principles and familiarity with company products, services, and policies.
Strong coaching and leadership skills, ability to motivate employees.
Decisiveness and attention to detail.
Proficiency with the necessary technology, including computers, software applications, phone systems, etc.
Polite, professional phone voice.
Ability to communicate effectively both verbally and in writing; proficient in grammar, spelling and editing; and foster communications with business professionals and EDA staff Ability to prioritize workload, must be highly organized, detail-oriented, handle various tasks simultaneously and work independently within limited time constrains with little or no supervision Must be able to maintain confidentiality and deal effectively and diplomatically with business professionals and EDA staff Demonstrates respectful behavior and promotes teamwork and communication to encourage an interactive, cooperative, collaborative and customer focused work environment among division, EDA staff and external customers.
Proficiency in Microsoft Office Suite and the ability to learn new software packages Required Qualifications Education and Experience Requirements Bachelor's degree in relevant field and/or equivalent experience Previous customer relations experience.
5
years in a customer facing role providing issues resolution and staff training.
Advanced degree or industry specific certification may be substituted for 1 year of experience Physical Demands Minimal Travel As necessary to events, meetings, businesses, etc.
Certificates and Licenses Required License:
Staff are required to possess a driver's license valid in New Jersey only if the operation of a vehicle, rather than employee mobility, is necessary to perform the essentials duties of the position.
Note The examples of work for this title are for illustrative purposes only.
A particular position using this title may not perform all duties listed in this job description.
Conversely, all duties performed on the job may not be listed.
This job description is intended to convey information essential to understanding the scope, general nature and level of work performed by job holders within this job.
This job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position.
Your employment at NJEDA is voluntary and subject to termination by you or NJEDA at will, with or without cause, or with or without notice, at any time.
Nothing in this job description shall be interpreted to conflict, eliminate or modify the employment-at-will status of NJEDA employees.
This position is considered exempt and is excluded from minimum wage, overtime regulations, and other rights and protections afforded nonexempt workers under the FLSA.
NJEDA reserves the right to amend/revise this job description as necessary to meet current and changing business needs.
Equal Opportunity Employer NJ SAME Program Position Requirements Foreign degrees/transcripts must be evaluated by a reputable evaluation service at your own expense and must be submitted prior to a start date.
If this cannot be provided within 21 days of an offer the offer will be rescinded.
Must comply with the New Jersey First Act which requires employees hired after September 1, 2011 to reside in New Jersey.
Non-New Jersey resident employees must relocate to New Jersey within one year of their date of hire and provide proof of residency to Human Resources.
Must complete an Outside Activity Questionnaire (disclosure of outside office or employment) on an annual basis.
Must review the required NJEDA Ethics Guidelines.
The guidelines can be found here:
https:
//www.
nj.
gov/ethics/docs/ethics/plainlanguage2021.
pdf https:
//www.
nj.
gov/ethics/docs/ethics/2022_uniformcode_april.
pdf #LI-KH1.
Estimated Salary: $20 to $28 per hour based on qualifications.
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