Customer Service Representative

About the role

Customer Service Representatives (CSRs) represent our organization and are the face of our company. CSRs respond to customer inquiries via telephone and face-to-face meetings, ensuring quality service and meeting customer needs.

Responsibilities

• Ensure a smooth check-in process for students.
• Answer phone calls and assist customers with questions or concerns.
• Handle company inquiries and scheduling issues.
• Maintain confidentiality regarding students’ information.
• Maintain a positive and professional attitude with customers.
• Work with other CSRs to answer phone calls in a timely manner.
• Set up and break down instructor-led courses.
• Monitor student behaviors in training rooms and computer labs.
• Ensure the integrity of testing processes is not compromised.
• Assist students with questions and concerns, including standing or walking for extended periods.
• Encourage positive client learning and uphold customer service standards.
• Check in trainees and verify identification prior to testing (Live Online Proctor).
• Monitor trainees throughout training events and communicate lab rules and policies.
• Explain course and/or exam processes and assist with technical issues (e.g., course navigation, login, equipment setup).
• Understand testing procedures for each exam and adhere to company quality and security measures.
• Report suspected irregularities or trainee behavior to management immediately.
• Maintain a professional and respectful demeanor.
• Cover for lunches and breaks as needed.
• Report course problems or discrepancies to the Supervisor of Live Online Proctoring.
• Ensure labs are functional and operational in the mornings.
• Print class rosters each morning and prepare for students.
• Sanitize testing areas at the end of each day.
• Arm and disarm the facility as assigned.
• Sanitize testing areas between customers.
• Communicate and coordinate with front counter Customer Service Representatives.
• Score tests for select courses.
• Troubleshoot computers when customers experience difficulties.

Requirements

• High school diploma or GED, or six months to a year of related customer service/cash handling experience, or an equivalent combination of education and experience.
• Ability to understand, read, write, and speak English. Spanish language skills are beneficial.
• Ability to solve practical problems and handle variables in situations with limited standardization.
• Ability to interpret and carry out instructions in written, oral, diagram, or schedule form.

Skills

• Communication proficiencies.
• Troubleshooting and multitasking.
• Technical capacity, including knowledge of Microsoft Word, Excel, PowerPoint, Outlook, and internet software (e.g., OMNI, S2V).
• Customer/client focus.
• Problem-solving and analysis.
• Teamwork orientation.

Physical Demands

• Regularly required to read, talk, or hear.
• Frequently required to stand, walk, sit, use hands to handle equipment, reach with hands and arms, climb or balance, stoop, kneel, crouch, and crawl.
• Occasionally lifts and/or moves up to 25 pounds.
• Requires close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

Work Environment

This job is typically in an office environment and may require travel as needed. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Reporting Responsibilities

The Customer Service Representative reports directly to the Operations Manager or site Supervisor. This position does not have direct reports.