A Customer Service Representative provides effective customer service support for the Customer Service team by completing calls/emails effectively.
The following duties and responsibilities are a summary of the essential functions of the job. Other duties might be performed, both major and minor, which are not mentioned below. Specific activities could change periodically.
Answers telephone calls and responds to applicant/credential holder inquiries.
Gathers information from applicant/credential holder to assist in determining whether an issue exists. Clarifies issues stated by applicant/credential holder, assists with determining the cause of any issue, and assists with expediting solutions where needed.
Transfers calls to appropriate team members as necessary, providing all applicant/credential holder information and a brief summary of the issue.
Closes calls by summarizing to applicant/credential holder all actions taken and confirming any follow-up needed for resolution.
Responds to emails or transfers to appropriate team member as necessary.
Identifies and documents quality of service issues and patterns and informs appropriate team member in order to ensure effective and long-term solutions.
Composes email responses to support inquiries from the website regarding general questions.
Listens and follows up on voicemails left from customers in a timely manner.
Works effectively with a team in answering questions and completing all the tasks summarized.
Communicates effectively through internal messaging system with all members of the company.
Other duties as assigned.
Supervisory Responsibilities (if applicable): None
Ability to work independently.
Excellent verbal and written communication skills.
Excellent interpersonal and customer service skills.
Excellent organizational skills and attention to detail.
Excellent time management skills with a proven ability to meet deadlines.
Strong analytical and problem-solving skills.
Ability to plan, organize, and prioritize work.
Ability to function well in a high-paced and at times stressful environment.
Must be proficient in MS Word, Excel, Outlook, and PowerPoint software programs.
Ability to work from home if necessary.
These are the competencies required to perform successfully in the position:
Education and Experience:
High school diploma or GED required
Associate degree or equivalent from two-year college or technical school preferred
Must exhibit excellent communication skills and proper written skills in English.
Two (2) years of related experience and/or training required.
Bilingual with the ability to speak, read, and write in both English and an additional language preferred.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate
Independent office environment
Considerable interaction with coworkers through digital platforms.
Regularly required to sit, use hands, reach with hands and arms, and talk or hear.
Regularly required to lift and/or move up to 15 pounds.
This position is currently accepting applications.