Customer Service Representative

Title: Customer Service Representative

South Carolina Interactive, LLC, a Columbia-based subsidiary of eGovernment firm NIC (NASDAQ: EGOV), is seeking an enthusiastic and motivated candidate who thrives in a fast paced environment to join our team as a Customer Service Representative.

Duties:

• Customer Service of complex Internet and e-commerce products and services through phone call, email and live chat session customer service channels
• Responsible for entering, maintaining and updating customer information
• Process incoming customer requests as they relate to services
• Problem resolution, responds to inquiries and makes adjustments as necessary
• Meet milestone deadlines directed by management
• Work within framework of strategic company business plan
• Execute a highly effective customer service model
• Support customer service for state agencies and association members
• Respond to, organize and follow-up with customer support email
• Respond to Live Help Offline Messages
• Researching services and questions related to government services
• Provide customer and partner support of South Carolina Interactive’s services, including but not limited to:
  • Payment Processing, Web Site Content Management, and Custom Internet Applications
  • Payment processing support for end user customers and state and local government partners
  • Research charge inquiries and provide explanations to customers and partners
  • Assist with processing and managing all credit card disputes and work with government partners to resolve credit card disputes with financial institutions
  • Obtain and file Refund Authorization Forms
  • Assist with user management and execute password reset procedures
• Notify team members on application issues and suggestions
• Initial set-up of customers for subscription services: manage documentation and correspondence with subscribers
• Assist with quality assurance testing of new applications and services
• Assist with management of social media
• Assist with special projects as assigned

Requirements:

• Undergraduate degree or related work experience
• Outstanding communications and public relations skills
• Minimum of two years’ job related experience
• Excellent customer service skills, including good verbal and written abilities
• Strong organizational and prioritization skills
• Self-motivated
• Desire to work in a fast-paced, entrepreneurial environment

Benefits:

• Competitive compensation program
• No-cost group medical/dental insurance
• Stock purchase plan
• Matching 401(k) contributions with 100% vesting
• Disability insurance
• Life insurance
• Company wellness program
• Casual office environment
• Paid state holidays/vacation
• Paid parking
• Tuition reimbursement

NIC is an Equal Opportunity Employer, to view our Equal Opportunity policy, visit http://www.egov.com/careers .

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