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Customer Service Specialist (2)

Reston, VA 20190

Posted: 03/08/2024 Employment Type: Contract Job Category: Customer Service Job Number: 614199 Country: United States Is job remote?: Yes

Job Description

Customer Service Specialist
Duration: April 4, 2024 - August 2, 2024
Location: Mostly Remote (6 days on-site in April) 
Must Haves:
  • Minimum 1- 2 years customer service experience and ability to handle high volume call and email inquiries 
  • Experience supporting K-12 educational customers, higher education, or unique contractually required support 
  • Solid organizational, time & task management skills that enable you to work within aggressive timelines and with extremely sensitive assessment cases 
  • Flexibility and desire to quickly adapt to new methods and learn new methods and tools 
  • Strong problem-solving ability: able to ask the right questions and identify the proper solutions 
  • A passion for supporting educational and career opportunities for millions of students 
  • Excellent verbal and written communication skills to effectively communicate policies and resolutions 
  • Ability to learn multiple customer service and operational system applications 
  • Knowledge of various tools: Microsoft Office
-Associate's degree
-Knowledge of Smartsheets and Salesforce
Job Description:

The Customer Engagement team is responsible for customer contact activities. This 55-person team includes inbound and outbound contact centers (internal/external), customer escalation management, customer service applications, and customer service self-service tools.

About the Opportunity

As a Customer Service Specialist you are responsible for speaking with our customers and answering questions and requests. Key support is preparing our partners for both in-person/paper and pencil and digital assessments, you ensure they have the information and resources they need. For other educators and higher education partners you assist with ensuring they have the access and support needed for online tools. You have a knack for asking the right questions to pinpoint a client’s needs and for helping guide customers to the policies and resources needed to resolve their questions and challenges.

In this role, you will:

·         Customer Service (85%) Be an expert in policy and processes that impact customers and the operational procedures necessary to resolve customer inquiries

·         Respond to customer inquiries and test day issues via telephone and e-mail in a manner consistent with policies, procedures, and competencies

·         Instruct customers on how to order products

·         Building relationships across internal customers to meet support needs

·         Process orders and capture payments

·         Process billing requests for select lines of business

·         Manage assigned cases within service level commitment and perform customer follow up as needed

·         Acknowledge and address all customer inquiries on time

   Special Projects and Assignments (15%)
·        Provide operational readouts and status on customer inquiries and trends

·         Assist with customer outreach for special projects

·         Provide input to the voice of the customer initiative helping to drive continuous improvement and improved customer experience

·         Perform other related duties and projects as assigned
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