Customer Care Specialist

About the role

This role handles time-sensitive, high-complexity escalations from customers (teachers, parents, students), within established SLA requirements utilizing client systems (most likely Salesforce CRM).

Job Duties & Responsibilities

• Provide Exceptional Customer Service (75%)
  • Be an expert in Client policy and processes that impact customers and the operational procedures necessary to resolve customer inquiries.
  • Serve as business contact between the customer service operations group and all of the internal departments and external vendors to address and resolve processing exceptions and/or escalated customer service cases.
  • Establish a strong relationship with each of the Client departments listed above and external vendors, specifically the various customer service outsourced partners.
  • Communicate effectively, verbally and in written format case status, as well as complex Program policies to consumers, to include students, parents, High School Guidance Counselors and College/University Admissions Personnel.
  • Work within aggressive timelines and with extremely sensitive student cases.
  • Handle high volume caseloads while ensuring that cases are researched and closed within established timelines.
  • Learn multiple customer service and operational system applications required to manage escalated customer service cases.
  • Take a hands-on approach to lead resolution and root cause analysis of assigned customer service escalated cases.
  • Conduct manual processes to implement exceptions workarounds.
  • When necessary, provide manual support for data entry and exceptions.
  • Provide support of other work across Operations Division as needed to support shared goals.
• Provide Operational Readouts and Status on Customer Inquiries and Trends (25%)
  • Provide operational readouts and status on customer inquiries and trends within Client and/or externally with customers.
  • Aid in 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.
  • Identify and communicate process improvements and quality checkpoints, as well as multiple Program policies driving customer complaints/concerns.

Required Skills & Experience

• 3-5 years of experience leading and navigating complex customer issues and resolving those cases in a high-volume customer service operation (required)
• 3-5 years of experience providing high quality support while managing assigned cases within service level agreements
• A proven ability to not only build and manage customer relationships but also to build strong relationships across internal teams that may have conflicting priorities
• The ability to use quantitative and qualitative data to identify trends to inform continuous improvements to enhance the customer experience
• The ability to be flexible and quickly adapt to new methods, situations, and requirements
• The ability to navigate a rapidly evolving landscape
• Knowledge of Microsoft Office tools: Word, Excel, PowerPoint, and Salesforce