Customer Service Administrator (100% Remote EST)

Our Customer is the world's learning company, with 32,000 employees across 70 countries worldwide. Their unique insight and world-class expertise comes from their long history of working closely with teachers, learners, researchers, authors, and thought leaders. Their products and services are used by millions of teachers and learners around the world every day. Whether it’s training school leaders or educating professionals, they are helping people make progress in their lives through learning.

We are seeking a contract Customer Service Administrator to help support our Customer's business needs. This role is 100% remote, must work EST.

Shift Times:
8A - 4:30P ET Mon-Fri
9:30A - 6P ET Mon-Fri
Tues - Fri 9A - 5:30P ET and Saturday 8:45A-5:15P ET (Sundays and Mondays off)

The Customer Service Representative (CSR) is a member of the Customer Contact Center. The CSR is responsible for responding to a high volume of inquiries about the company’s products or services by following standard scripts, policies, and procedures. The Associate Customer Service Representative takes inbound calls, LiveChat, and/or emails from examinees and others regarding teacher certification programs, website issues, complaints, etc.

Responsibilities:

• Be trained in and proficient in responding to inquiries across many programs. At a minimum, 10 programs and at least one communication channel.
• Identify customer needs and expectations
• Responsible for promptly and accurately addressing customer inquiries using various systems and resources (computer systems, published materials, and websites)
• Serve as primary contact for inbound customer issues. Escalate more technical product-related issues to the proper Product Support department.
• Track and document inbound support requests using established Customer Relationship Management (CRM) system and ensure proper notation of customer problems or issues. Update customer information and ensure accurate entry of contact information.
• Maintain quality service by following established policies and procedures
• Ensure proper security procedures are followed on all customer interactions
• Other duties as assigned

Qualifications:

**Candidate will need to take an online assesment at the time of submission

• Bachelor’s degree is preferred or 18 mos. to 3 years of customer service experience
• Call Center experience a plus, but will train the right person
• Experience with a call center management phone system
• Experience with managing support in line with policy, privacy and HIPPA guidelines
• Must be proficient in MS Office (Word and Excel), PC operations, web browsing, and web navigation
• Should have knowledge and experience with Microsoft Office
• Demonstrate excellent time management, organizational, and problem solving skills
• Excellent oral and written communication skills
• Spanish language skills are a plus but not required
• Strong attention to detail and good listening skills
• Experience with Live Chat a plus

We offer a competitive salary range for this position. Most candidates who join our team are hired at the median of this range, ensuring fair and equitable compensation based on experience and qualifications.

Contractor benefits are available through our 3rd Party Employer of Record (Available upon completion of waiting period for eligible engagements)

Benefits include: Medical, Dental, Vision, 401k.

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.