Customer Service Representative

Job Description

Job Description

We are looking for a Customer Service Representative to support a high-volume tip intake operation in Raleigh, North Carolina. This contract-to-permanent position is ideal for someone who can assess inbound concerns with sound judgment, document information accurately, and help ensure each inquiry is directed appropriately. The person in this role will play an important part in reviewing reports related to potential misuse of public funds and maintaining organized records for follow-up and audit reference.

Responsibilities:
• Manage a steady flow of inbound tip line calls each day and capture complete, accurate details in the appropriate system.
• Evaluate incoming reports to determine whether the concern may warrant further review related to abuse, waste, or fraud involving taxpayer resources.
• Route calls and case information to the appropriate internal teams when additional investigation or action is needed.
• Close out inquiries that do not meet escalation criteria and forward them for managerial review and final disposition.
• Archive completed cases in the case library so they are available for future audit or operational review.
• Maintain thorough and timely records while handling both call intake and case updates throughout the day.
• Provide clear, attentive customer service to callers while gathering relevant information and guiding the interaction efficiently.
• Support case tracking activities within reporting platforms, including work associated with the transition from Power BI to Salesforce when applicable.• Previous experience in a call center or customer service environment handling inbound calls.
• Ability to listen carefully, ask effective follow-up questions, and make sound decisions based on the information provided.
• Strong data entry and documentation skills with attention to accuracy and detail.
• Comfortable managing multiple calls and case updates in a fast-paced setting.
• Experience routing calls, escalating issues, or directing inquiries to the appropriate department.
• Proficiency with computer systems used for case entry, record maintenance, and general customer support tasks.
• Strong written and verbal communication skills with a detail-oriented and service-oriented approach.