Customer Care Professional

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Job description

Join our dedicated Customer Care team, renowned for delivering high-quality customer service to students, parents, and educators participating in our programs. As a Customer Care Specialist, you'll be responsible for managing all escalated customer service matters related to SAT, PSAT, AP, and CLEP exams.

In this role, you will collaborate with both internal and external stakeholders to ensure policy compliance, manage escalated inquiries, and actively contribute to enhancing the customer experience.

Job Title: Customer Care Specialist

Duration: Long-term contract through the end of the year, with potential to extend

Location: 100% Remote

Key Responsibilities:

Provide Exceptional Customer Service (75%)

Become an expert in policies and processes that impact customers, and utilize operational procedures to resolve inquiries effectively.
Communicate case status and complex program policies clearly to students, parents, high school guidance counselors, and college/university admissions personnel.
Work within aggressive timelines on sensitive student cases while managing a high volume of caseloads to meet established timelines.
Learn multiple customer service and operational system applications to effectively manage escalated cases.
Implement manual processes for exceptions workarounds and provide data entry support when necessary.

Complete Special Projects and Continuous Improvement (25%)

Provide operational readouts and status updates on customer inquiries and trends both internally and externally.
Assist with customer outreach for special projects.

Qualifications:

Experience: 3-5 years of customer service experience managing escalations in a high-volume customer service operation (required).
Communication: Excellent written and verbal communication skills, including the ability to articulate complex and sensitive issues clearly.
Tech Savvy: Computer literacy, including proficiency with Microsoft Office applications.
Data-Driven: Ability to use quantitative and qualitative data to identify trends for continuous improvement in the customer experience.
Education: A college degree (preferred).

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