Customer Service Administrator

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 Customer Service Administrator on a contract basis to help support our Customer’s business needs. This role 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, Live Chat, and/or emails from examinees and others regarding teacher certification programs, website issues, complaints, etc. This role is 100% remote.

What You'll Do:

• 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 issue
• 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

• A Bachelor’s degree is preferred, or 18 months to 3 years of customer service experience
• Call Center experience a plus, but will train the right person
• 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
• Dependent upon where they are located, they will work within those time zone hours
• Candidates with Call Center and/or customer service (retail/restaurant) backgrounds are best
• Detail oriented and have experience with managing support in line with policy, privacy and HIPPA guidelines

The role is an information only Contact Center, providing inbound support to inquiries related to teacher certification testing. There is little outbound calling and no sales or marketing component. Experience with a call center management phone system. All candidates will need to complete the below link in order to be shortlisted. https://www.ondemandassessment.com/link/index/JB-56B5487AA?u=54562

Please Note: In order to create a safe, productive work environment, our client is requiring all contractors who plan to be onsite to be fully vaccinated according to the CDC guidelines. Prior to coming into our offices, contractors will be required to attest that they are fully vaccinated.

Perks are available through our 3rd Party Employer of Record (Available upon completion of waiting period for eligible engagements)
Health Benefits: Medical, Dental, Vision, Life (including spouse & child), 401k, STD/LTD, AD&D, and Commuter Benefits program.

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.