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Customer service representatives (CSRs) are the backbone of most agencies. This section outlines what they can and can't do, legally; defines potential roles and responsibilities, and more.

Resource TitleDescriptionRating
CSR Workloads: How Much Can They Handle? One of the toughest tasks for any agency manager is determining how much work a staff person should be able to handle. This article from the Big "I" Virtual University helps guide that determination. (Big "I" login required) 1 2 3 4 5
Customer Representative Q&A

The following questions and answers deal with issues pertaining to those who hold the Customer Representative (CR) license or the Limited Customer Representative license.

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Customer Reps Working Remotely? Be Very Careful

Advances in technology have created an issue that agency management needs to be very aware of, that being the duties permitted (and, more importantly, duties not permitted) by someone holding a 4-40 license.

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From Wowing Your Customers to Dealing with Difficult Ones The Big "I" Virtual University offers several customer services articles to help CSRs and other agency staff improve their job performance. 1 2 3 4 5
Seven Things Every CSR Needs to Know Customer Care is everyone’s business, and should be part of everyone’s job description. But in every organization there are those people—the customer facing people—whose primary responsibility it is to take care of the customer. This Virtual University article speaks to them. (Big "I" login required) 1 2 3 4 5