Customer Service Representative

Job Summary:

The Customer Service Representative is focused on addressing customer issues and resolving them in a timely and efficient manner. This position is responsible for interacting with customers on a variety of channels, including phone and email, and ensuring that all valid customer concerns are dealt with immediately.

Essential Duties and Responsibilities:

• 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.

Required Skills/Abilities:

• Collaboration and Teamwork - Ability to work cooperatively with other individuals and make valued contributions to the outputs of others in order to assist own team or project to achieve the required outputs.
• Communication - Ability to listen to others, process information, and communicate effectively in oral and written formats, including knowledge of the structure and content of the English language.
• Customer Focus - Genuinely cares whether the customers are satisfied and truly wants to create the best possible experience for them.
• Prioritization - Ability to prioritize, organize, and accomplish work in a timely manner. Ability to proactively manage and prioritize projects and activities with firm deadlines. Ability to work effectively in a team setting and independently on concurrent processes and projects to meet established goals, deadlines, and quality standards.
• Problem Solving/Analysis - Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables. Ability to see an issue and use objective analysis and evaluation in order to form a judgment.

Required Education/Experience:

• High school diploma or GED required.
• Must exhibit excellent communication skills and proper written skills in English.
• Two (2) years of related experience and/or training required.
  Must have a quiet remote workspace with a working internet connection.

Preferred Education/Experience:

• Associate degree or equivalent from 2-year college or technical school preferred.
• Bilingual with the ability to speak, read, and write in both English and an additional language preferred.

Equipment/Programs Used:

• CRM Platform, Microsoft Office

Work Environment:

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.

Work Location:

• Fully Remote

Travel Requirements:

• No travel required for this position.

Essential Physical Demands:

• Communicate with others verbally, including ability to talk or hear, and understand and distinguish speech and/or other sounds.
• Interact with coworkers on digital platforms
• Moving about to accomplish tasks or moving from one workspace to another.
• Repeating motions that may include the wrists, hands, and/or fingers such as simple grasping, keyboarding, or fine manipulation.
• Reaching above, below, or at waist level.
• Ability to use hands, including hand-eye coordination
• Sedentary work that primarily involves sitting
• Light work that includes moving objects up to 20 pounds.