Customer Care Specialist

2 weeks ago

Reston, United States Mindlance Full time
Title: Customer Care Specialist
Location: Reston, VA - 100% Remote
Duration: 3 Months contract with possibility of extension

Profile: solid customer service orientation with experience as tier 2 support handling customer inquiries (teachers, parents, students) utilizing CB systems (most like salesforce CRM). Handling system access issues, duplicate accounts, missing information, etc. 1 of the roles will be solely focused on phones and the 2 other roles are more focused on case management (written communications) but will handle phones, also, as needed. Similar customer service experience that leverages is desired with strong research capabilities...problem solvers.

Must Have
  • Account Management
  • Advanced written and verbal communications
  • Attention to Detail
  • Case Management
  • CRM
  • Customer Service
  • Multi-task
  • Research
  • salesforce
  • SLA Management

Position Overview:
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 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 while identifying issue root cause and reporting back to team leadership to support continuous improvement. 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
Responsibilities:
Provide Exceptional Customer Service (75%)
  • Be an expert in client 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 departments listed above and external vendors, specifically the various customer service outsourced partners.
  • Communicate effectively, 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.
  • Work within aggressive timelines and with extremely sensitive student cases.
  • Handle high volume caseloads while ensuring that cases are researched and closed within established timelines.
  • Learn multiple customer service and operational system applications required to manage escalated customer service cases.
  • Take a 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.

Complete Special Projects and Continuous improvement (25%)
  • Provide operational readouts and status on customer inquiries and trends within client 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

Required skills:
  • 3-5 years of customer service experience managing customer escalations in a high-volume customer service operation (required)
  • The ability to act in a highly collaborative way with the 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.
  • Computer literacy, including Microsoft Office applications
  • The ability to manage relationships with peers as well as multiple levels of management
  • Ability to use quantitative and qualitative data to identify trends to inform continuous improvements to enhance the customer experience
  • The ability to be flexible and quickly adapt to new methods, situations, and requirements
  • The ability to travel 4-6 times a year to client offices and/or vendors.
  • A college degree (preferred)

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