Position Summary:

Entry level customer service represenative position

The Customer Service Associate serves as the front line to the PSC. They are actively fielding calls, emails and chats with a goal of exceeding established service level agreements. Customer Service Associate will perform first level problem determination and troubleshooting as well as attempt to implement a resolution. If additional access or a higher level of knowledge about the environment is required to implement a solution the Tier 1 agent will utilize appropriate escalation processes to transition the caller to the correct path for resolution of their reported concern. Customer Service Associate is managed on their performance, customer service, and continued commitment to success and learning. Customer Service Associate will be granted access to a comprehensive knowledgeable base to assist them with resolution of problems as well as various training sessions to attend.

In addition to Telephone Support, Customer Service Associate will also help support customers through Chat and Email Mediums simultaneously. The support department runs 24x7x365 and Customer Service Associate may work varied shifts that could include nights, weekends, and holidays. Assignments of duties and daily tasks can change on a regular basis and focus can be reflected in a change in accounts supported.

Primary Responsibilities, Essential Functions and Requirements:

Communication Professionalism:

The Customer Service Associate"s role is one that supports various clientele in technical and non-technical scenarios. Maintaining excellent customer service and professional communication is critical to the success of individuals within this position.

• Be accountable for seeing assigned cases and tasks to completion by providing detailed documentation all details and troubleshooting steps taken for each support request to eliminate repetitive steps.
• Triage with upper level agents to determine appropriate case resolution measures and implementation of solutions.
• Ensure professional and respectful communication is maintained in all interactions including face to face, over the phone, via email, and chat correspondences.

Teamwork Collaboration:

Teamwork and collaboration with PSC employees and outside departments are critical elements to being successful within the PSC. The Customer Service Associate is a focal point for all inbound activities and it is critical to convey and maintain a collaborative environment to ensure the support requests are resolved in a proper and positive manner. It is of utmost importance that PSC staff members maintain a reassuring and positive atmosphere for the caller.

• Proactively work with PSC employees and PSC Leadership to better understand supported environments as well as fostering a collaborative partnership.
• Work with Technical Support Analysts as well as other departments to escalate support requests in the event that a resolution cannot be found at the Customer Service Associate level.
• Focus on the understanding of as well as meeting and exceeding customer service level agreements and customer satisfaction ratings.
• Work with PSC Leadership to implement new initiatives and practice coaching requests.
• Maintain an active approach to utilizing the Wiki and suggest updates when necessary. Consult Technical Support Analyst, Technical Service Solutions Specialist or leadership when discrepancies are found so corrections and additional research may be put forth to better the tools utilized within the PSC.
• Participate in Technical Support Analyst mentoring program and perform peer assigned mentoring of Technical Support Analyst agents.
• Continued development of knowledge and utilization of PSC support tool sets.

Commitment to Learning:

The PSC is a place in which systems and support models rapidly change. Support topics can vary on a day-to-day basis but can include PC MAC troubleshooting (Hardware, Software, Network Connectivity, etc.), assisting with navigation and proper function of a Learning Management System (Online School Environment), as well as other current and future topics that will be introduced on a consistent basis. Being able to quickly learn these environments and manage the day-to-day variance is critical. Following and participating in the development of internal Personal Support Center policies and procedures will ensure a consistent approach to case management.

• Take advantage of knowledge sharing sessions, online knowledge bases, standard operating procedures, and communication with other departments. Complete a minimum of 3 training sessions per quarter.
• Collaboration with PSC Leadership to suggest updates to department Knowledge Base (Wiki)
• Commitment to reviewing all training communications, coaching opportunities, as well as continual review and reflection upon all PSC information content sources. Such as Wiki, SharePoint, and other department websites.