The Role of a Customer Information Representative in DCAS
If you’re wondering what the role of a customer information representative in DCAS is, you’re not alone. DCAS, or the Department of Citywide Administrative Services, is a New York City agency responsible for a wide range of public- and civil-service related tasks. And a customer information representative plays a crucial role in ensuring that the agency’s clients are receiving the support they need.
What Does a Customer Information Representative Do?
A customer information representative is a person responsible for providing callers with information and assistance related to DCAS services. This involves answering telephone calls, responding to emails and online chat sessions, and interacting with clients face-to-face. They are responsible for tracking calls and inquiries and documenting them in a database to ensure that clients’ concerns are addressed in a timely manner.
Why is a Customer Information Representative Important?
One of the most important reasons why a customer information representative is important is that they are often the first point of contact between a client and the agency. It is their job to make a good first impression, answer all client queries, and ensure that clients leave satisfied. They are responsible for helping clients navigate the DCAS services and providing assistance where necessary.
Skills Required for a Customer Information Representative Role
To be an effective customer information representative in DCAS, certain skills are required. These may include excellent communication skills, both verbal and written, as well as strong computer and data-entry abilities. The representative should have the ability to prioritize workload, be capable of multitasking and work well under pressure. Another essential requirement is the ability to be patient and empathetic when dealing with client inquiries, especially if they are frustrated or angry.
Conclusion
The role of a customer information representative in DCAS is a critical one. By serving as the first point of contact between clients and the agency, it ensures that clients receive the information and assistance they need in a timely and professional manner. Effective communication skills, data-entry experience, ability to multitask, think critically and solve problems are qualities a representative must possess for maintaining good customer relations and enabling the agency to meet its mission.
