Customer Service Specialist

Location: Remote/Hybrid: The position is mostly remote, but there are 6 scheduled days in April and could be more based on volume/team needs: Week of 4/8: 4/9 - 4/11 and Week of 4/15: 4/15 - 4/18.

Must be available to work an 8-hour shift between 7am - 7pm.

This position is primarily remote, and requires being onsite in our Reston, VA office, during peak volume weeks (approximately 5 weeks across the year). Typical hours: 8:30 am- 6:00 pm ET, (typical shift is 8 hours) M-F; 7:00 am- 7:00 pm on event days.
Job Location - Reston, Virginia, 20190

Duration: to start ASAP for 3-6 months with potential for extensions - peak period for Digital SAT administrations.

Profile: they seek two strong call center candidates with salesforce experience and education industry as a strong preference. We need candidates that are commutable distance to the Reston office based on hybrid scenario listed above. Strong verbal and written communication experience and professional demeanor.

About the Opportunity

As a Customer Service Specialist you are responsible for speaking with our customers: students, educators and higher education staff; answering questions and requests specific to ****’s assessment programs. Key support is preparing our partners for both in-person/paper and pencil and digital assessments, you ensure they have the information and resources they need to successfully administer **** assessments. For other educators and higher education partners you assist with ensuring they have the access and support needed for **** online tools. You have a knack for asking the right questions to pinpoint a client’s needs and for helping guide customers to the policies and resources needed to resolve their questions and challenges. When our customers, schools, district, state, and higher educator professionals have a positive customer experience and smooth test administration, it’s because of the exceptional Customer Service you provided!

In this role, you will:

Customer Service (85%)

• Be an expert in College Board policy and processes that impact customers and the operational procedures necessary to resolve customer inquiries
• Respond to customer inquiries and test day issues via telephone and e-mail in a manner consistent with College Board policies, procedures, and competencies
• Instruct customers on how to order College Board assessments and products
• Building relationships across internal customers to meet support needs
• Process orders and capture payments from student, educator, and higher education customers
• Process billing requests for select lines of business
• Manage assigned cases within service level commitment and perform customer follow up as needed
• Acknowledge and address all customer inquiries on time

Special Projects and Assignments (15%)

• Provide operational readouts and status on customer inquiries and trends within College Board and/or externally with customers
• Assist with customer outreach for special projects
• Provide input to the voice of the customer initiative helping to drive continuous improvement and improved customer experience
• Perform other related duties and projects as assigned

About You

You have:

• Minimum 1- 2 years Customer Service experience and ability to handle high volume call and email inquiries
• Experience supporting K-12 educational customers, higher education, or unique contractually required support
• Solid organizational, time & task management skills that enable you to work within aggressive timelines and with extremely sensitive assessment cases
• Flexibility and desire to quickly adapt to new methods and learn new methods and tools
• Strong problem-solving ability: able to ask the right questions and identify the proper solutions
• A passion for supporting educational and career opportunities for millions of students
• Excellent verbal and written communication skills to effectively communicate policies and resolutions
• Ability to learn multiple Customer Service and operational system applications
• Knowledge of various tools: Microsoft Office (required), Smartsheets (preferred), Salesforce (preferred)
• Associate degree (preferred)

About Our Benefits and Compensation

**** offers a strong compensation and benefits package that attracts top talent looking to make a difference in education.

• Our robust benefits package includes health, dental, and vision insurance, tuition assistance, paid time off, paid parental leave, retirement benefits with a generous matching program, and more
• We reward performance through annual bonuses and provide opportunities for salary growth over time through base compensation increases, merit raises and promotions
• We believe in compensating staff members fairly in relation to each other, their qualifications, and their impact. The salary range for a new employee in this position is $32,000-$57,000. The salary offer of an individual candidate within this range is specific to their location and qualifications
• Each salary offer is determined carefully using internal and external benchmarking and adjusting for the candidate’s location. You will have an opportunity to discuss salary in more detail after you begin the application process

As a self-sustaining non-profit organization with global impact, ****** offers a job that matters, a team that cares, and a place to learn, innovate and thrive!

About Our Culture

• We are motivated to positively impact the educational and career trajectories of millions of students a year
• We prioritize building a diverse and inclusive team where every employee can thrive, and every voice is heard
• We welcome staff to join any or all six of our affinity groups: ARISE (Alliance for Asian Retention, Inclusion, Success, and Engagement; DIASPORA (Alliance for Pan-African Success and Achievement); Pride (alliance for LGBTQ+ staff and allies); Resilience (alliance for Native staff and advocates); SALSA (Staff Alliance for Latinx Success and Achievement); and WIN (Women’s Impact Network)
• We value learning and growth; we offer formal and informal ways to lead through your superpowers, sharpen your strengths, and meet your development goals
• We know that our impact is strongest together. Our College Board Cares program offers all staff up to $1,000 annual match against partner non-profit organizations
• We offer a transparent approach to promotions and merit raises, annual performance-based bonuses, and how to grow your career here over time

Job Type: Contract

Pay: $19.80 - $23.84 per hour

Benefits:

• Dental insurance
• Health insurance
• Vision insurance

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person

Work Location: In person