Customer Service Representative

Customer Service Representative- NC Department of Vital Statistics

Reports to:  NC Department of Vital Statistics Supervisor

Supervises:  N/A

Summary Statement:   The person in this position is responsible for supporting the NC Department of Vital Statistics via a wide range of customer support work-types for help desk and call center.

Essential Job Functions

• Assist business partners, including funeral homes, LHDs, medical certifiers, and registers of deed with technical and system support.
• Troubleshoot systems and provide technical assistance to business partner users.
• Assist individuals seeking to place a certificate order.
• Provide updates on the status of an order.
• Answer any questions related to general frequently asked questions.
• Assist individuals related to application requirements.

Marginal Job Functions

• Assist other personnel as time and knowledge permit.
• Participate in training and meetings as requested.
• Perform other duties as assigned.

Skills, Knowledge, and Abilities

• Must have experience handling confidential end-user information.
• Must have experience in responding to inquiries via inbound and outbound calls, emails, and tickets.
• Must be able to work various shifts.
• Must have excellent communication and interpersonal skills and be a fast learner.
• Must have the ability to work with autonomy under a consistently changing knowledge base.

Education and Work Experience

• A minimum of one year of call center experience is preferred.
• An associate’s degree or higher in a related field is preferred.
• The ability to speak both English and Spanish is a plus.

ISO 5.3 Organizational Roles, Responsibilities and Authorities

IFB employees have the responsibility and authority to ensure to produce first-quality products that meet customer requirements.

EEO Statement

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.  IFB Solutions provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran status, and disability or genetics.