Customer Service Representative

Brief Description

Job Summary:

The Customer Service Representative serves as the primary point of contact for customer inquiries ensuring timely, accurate and effective resolution. This position engages with customers on a variety of channels, including phone and email, and ensuring that all valid customer concerns are resolved promptly and appropriately.

Essential Duties and Responsibilities:

• Responds to inbound telephone calls from applicant/credential holder inquiries providing accurate and timely support.
• Gathers information from applicant/credential holders 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 the 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 the internal messaging system with all members of the company.
• Performs other duties as assigned.
  
  

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.
  
  

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:

• Remote