Customer Care Specialist

About the role

The Customer Engagement department combines teams that support students, parents, educators, and state partners, handling approximately two million contacts annually. This team serves as the organization's 'front line' and represents the voice of the customer.

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.
• Communicate effectively, verbally and in writing, to consumers, including students, parents, high school guidance counselors, and college/university admissions personnel.
• Work within aggressive timelines and handle high volume caseloads while ensuring cases are researched and closed within established timelines.
• Conduct manual processes to implement exceptions workarounds and provide support for data entry and exceptions.
• Provide support of other work across Operations Division as needed to support shared goals.
• Complete special projects and continuous improvement initiatives.

Requirements

• 3-5 years of experience leading and navigating complex customer issues and resolving cases in a high-volume customer service operation.
• 3-5 years of experience providing high-quality support while managing assigned cases within service level agreements.
• A proven ability to build and manage customer relationships and strong relationships across internal teams that may have conflicting priorities.
• The ability to use quantitative and qualitative data to identify trends and 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.
• Advanced written and verbal communications, attention to detail, case management, CRM, customer service, multi-tasking, research, Salesforce, SLA management.

Qualifications

• Must be available to work an 8-hour shift within EST business hours based on team rotation schedule.