Customer Care Specialist

About the role

The Customer Care Specialist role is remote, working within the College Board's 7:30am – 8pm EST hours, with flexibility around time zones for later shifts. The position requires availability for an 8-hour shift based on a team rotation schedule.

Responsibilities

• Handle time-sensitive, high-complexity escalations from customers (teachers, parents, students) within established SLA requirements using CB systems (most like Salesforce CRM).
• Manage all SAT, PSAT, AP, and CLEP escalated customer service matters through to full resolution.
• Identify root causes and report findings to team leadership to support continuous improvement.
• Work within aggressive timelines and with extremely sensitive student cases.
• Communicate effectively, verbally and in written format, case status, and complex Program policies to consumers, including students, parents, High School Guidance Counselors, and College/University Admissions Personnel.
• 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 and provide support of other work across Operations Division as needed.

Requirements

• Strong customer service experience at a tier 3 level.
• Experience in a high-volume customer service operation (3-5 years required).
• A proven ability to build and manage customer relationships and strong relationships across internal teams.
• Flexibility and quick adaptation to new methods, situations, and requirements.
• Knowledge of Microsoft Office tools: Word, Excel, PowerPoint, and Salesforce.

Qualifications

• Problem solvers with strong critical thinking skills and ability to get up to speed quickly and work independently.
• Collaborative approach with the ability to influence others and build strong relationships across internal and external stakeholders.
• Organizational and prioritization skills, with the proven ability to manage multiple projects simultaneously.

Skills

• Strong written communications.
• Ability to handle high volume caseloads and manage multiple projects simultaneously.
• Proven ability to build and manage customer relationships.
• Flexibility and quick adaptation to new methods, situations, and requirements.
• Knowledge of Microsoft Office tools: Word, Excel, PowerPoint, and Salesforce.

Benefits

• Flexible remote work schedule.
• Opportunity to work with a dynamic team focused on improving the customer experience.
• Challenging and rewarding work in a fast-paced environment.

Pay

We expect to see candidates in the $35 - $40/hour range.

Schedule

Hours are 7:30am – 8pm EST, with flexibility around time zones for later shifts.