Specialist, Customer Care

Specialist Customer Care - College Board - Operations
Location: This is a fully remote role. Candidates who live near CB offices have the option of being fully remote or hybrid (Tuesday and Wednesday in office).
This is a full-time position
About the Team
College Board's Operations division (122 ppl) aims to be a world class digital assessment delivery and customer engagement organization that supports millions of students and thousands of test centers, annually. Operations is also leading the College Board's exciting transformation to support delivery of digital assessments. The Customer Engagement department (55 ppl) is a combination of teams that support our key constituents, including students, parents, educators, and our state partners representing approximately 2 million contacts per year. This integrated team serves as the organization's 'front line' and represents the voice of the customer, partnering across the organization to help improve the overall customer experience.
About the Opportunity
The Customer Care team handles our most time sensitive and escalated issues and is known for delivering high quality customer service to students, parents, and educators participating in any College Board program. As a Specialist, Customer Care, you will be responsible for managing all SAT, PSAT, AP and CLEP escalated customer service matters to full resolution. The Customer Care Specialist reports directly to the Director, Customer Care Services. You will work closely with internal and external stakeholders and partners to ensure compliance with policies and business procedures while identifying continuous improvement opportunities.
In this role, you will:
Customer Service (75%)

• Be an expert in College Board policy and processes that impact customers and the operational procedures necessary to resolve customer inquiries.

• Serve as business contact between the customer service operations group and all of the internal departments and external vendors to address and resolve processing exceptions and/or escalated customer service cases. Establish a strong relationship with each of the College Board departments listed above and external vendors, specifically the various customer service outsourced partners.
• Ability to effectively communicate, verbally and in written format case status, as well as complex Program policies to consumers, to include students, parents, High School Guidance Counselors and College/University Admissions Personnel.
• Ability to work within aggressive timelines and with extremely sensitive student cases.
• Ability to handle high volume caseloads while ensuring that cases are researched and closed within established timelines.
• Ability to learn multiple customer service and operational system applications required to manage escalated customer service cases.
• Hands-on approach to lead resolution and root cause analysis of assigned customer service escalated cases.
• Conduct manual processes to implement exceptions workarounds.
• When necessary, provide manual support for data entry and exceptions.
• Provide support of other work across Operations Division as needed to support shared goals.

Special Projects and Continuous improvement (25%)

• 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

Identify and communicate process improvements and quality checkpoints, as well as multiple Program policies driving customer complaints/concerns
You have:

• 2-3 years of customer service experience managing customer escalations in a high-volume customer service operations required
• Highly collaborative individual with ability to influence others and build strong relationships across internal and external stakeholders.
• Excellent written and verbal communication skills, including the ability to communicate complex and sensitive issues.

• Effective planning, prioritization, and problem-solving skills.
• Proven ability to manage competing priorities, consistently deliver high quality results with minimal supervision.
• Strong learning orientation and commitment to continuous improvement.
• Computer literacy, including Microsoft Office applications
• Ability to manage relationships with peers as well as multiple levels of management
• Flexibility and desire to quickly adapt to new methods, situations, and various requirements
• Ability to travel 4-6 times a year to College Board offices and/or vendors.
• Authorization to work in the United States for any employer

About Our Process

• Application review will begin immediately and will continue until the position is filled
• While the hiring process may vary, it generally includes: resume and application submission, recruiter phone screen, hiring manager interview, performance exercise and/or panel interview, and reference checks. This is an approximately 8-week process

About Our Benefits and Compensation
College Board offers a competitive benefits and compensation program that attracts top talent looking to make a difference in education. As a self-sustaining non-profit, we believe in compensating employees equitably in relation to each other, their qualifications, their impact, and the relevant market.
The hiring range for a new employee in this position is $32,000 to $57,000.College Board differentiates salaries by location so where you live will narrow the portion of this range in which you can expect a salary.
Your salary will be carefully determined based on your location, relevant experience, the external labor market, and the pay of College Board employees in similar roles. College Board strives to provide our best offer up front based on this criteria.
Your salary is only one part of all that College Board offers, including but not limited to:

• A comprehensive package designed to support the well-being of employees and their families and promote education. Our robust benefits package includes health, dental, and vision insurance, generous paid time off, paid parental leave, fertility benefits, pet insurance, tuition assistance, retirement benefits, and more
• Recognition of exceptional performance through annual bonuses, salary growth over time through market increases, and opportunities for merit raises and promotions based on increased scope of responsibility

• A job that matters, a team that cares, and a place to learn, innovate and thrive

You can expect to have transparent conversations about benefits and compensation with our recruiters throughout your application process.
#LI-Remote
#LI-MD1