Customer Service Representative Onsite

About the role

If you like to solve problems and interact with people from across the country, or maybe just a few towns over, this is the career for you! In this role, you will be a creative problem solver, results oriented, and empathetic customer partner that connects, navigates, influences, and provides solutions.

Responsibilities

• Aid users with test scheduling, rescheduling, and general exam coordination.
• Provide real-time troubleshooting for login issues, system access, and platform errors.
• Ask probing questions to determine the root cause of the issue.
• Clearly communicate technical information and troubleshooting steps to customers with varying levels of technical understanding.
• Maintain accurate records of customer interactions, problem resolutions, and follow-up actions in the call log database.
• Exercise patience, empathy, and active listening skills to understand and address customer needs and concerns.
• Escalate complex issues to senior support staff or technical teams as needed.
• Adhere to call center procedures, scripts, and quality standards.

Requirements

• 18 years of age or older with a High School Diploma or GED.
• Tech-savvy with the ability to navigate multiple windows and tabs while delivering top-tier customer support over the phone.
• Typing proficiency of 35 WPM with accuracy.
• Minimum 1 year of customer service experience required; 2 years of call center experience preferred.
• Solid understanding of computer hardware, software, operating systems, and basic networking principles. Ability to troubleshoot common computer-related issues.
• Proven ability to apply logic and reasoning to resolve complex customer problems.
• Excellent phone etiquette and verbal communication skills with the ability to articulate technical information clearly and concisely.
• Demonstrated ability to actively listen to customer concerns and gather relevant information.
• Genuine ability to empathize with customers and handle challenging conversations with poise and professionalism.
• A strong commitment to providing outstanding customer service and exceeding customer expectations.

Qualifications

• All Job Offers Are Contingent Upon Completion of drug screen.
• All Job Offers Are Contingent Upon Completion of background check.