Customer Service Administrator

3 weeks ago

Amherst, United States Tekwissen Full time
Overview:

TekWissen Group is a workforce management provider throughout the USA and many other countries in the world. TekWissen Group is a workforce management provider throughout the USA and many other countries in the world. Our client is a British-owned education publishing and assessment service to schools and corporations, as well for students directly. Company owns educational media brands including Addison-Wesley, Peachpit, Prentice Hall, eCollege, Longman, Scott Foresman, and others.

Job Title: Customer Service Administrator

Work Location: Amherst MA 01002

Duration: 9 Months

Job Type: Contract

Work Type: Remote

Job Description:

  • The Customer Service Representative (CSR) is a member of the Customer Contact Center.
  • The CSR is responsible for responding to a high volume of inquiries about the company's products or services by following standard scripts, policies, and procedures.
  • The Associate Customer Service Representative takes inbound calls, LiveChat, and/or emails from examinees and others regarding teacher certification programs, website issues, complaints, etc.
  • Trained in and proficient in responding to inquiries across many programs.
  • At a minimum, 10 programs and at least one communication channel.
  • Identify customer needs and expectations
  • Responsible for promptly and accurately addressing customer inquiries using various systems and resources (computer systems, published materials, and websites)
  • Serve as primary contact for inbound customer issues.
  • Escalate more technical product-related issues to the proper Product Support department.
  • Track and document inbound support requests using established Customer Relationship Management (CRM) system and ensure proper notation of customer problems or issues.
  • Update customer information and ensure accurate entry of contact information.
  • Maintain quality service by following established policies and procedures
  • Ensure proper security procedures are followed on all customer interactions
  • Other duties as assigned
Minimum Required Skills:
  • Call Center experience a plus but will train the right person.
  • Must be proficient in MS Office (Word and Excel), PC operations, web browsing, and web navigation
  • Should have knowledge and experience with Microsoft Office
  • Demonstrate excellent time management, organizational, and problem-solving skills
  • Excellent oral and written communication skills. Spanish language skills are a plus but not required.
  • Strong attention to detail and good listening skills
  • Experience with Live Chat a plus.
  • Closed on most major holidays.
  • Ideal candidate must be able to work Monday, Tuesday, Wednesday, Thursday 11:30am-8:00pm and Saturday 8:45am-5:15pm EST.
  • Candidate will have Friday and Sunday off.
  • Dependent upon where they are located, they will work within those time zone hours (for example, CST: 10:30am-7:00pm, MST: 9:30am-6:00pm, PST 8:30am-5:00pm)
  • Candidates with Call Center and/or customer service (retail/restaurant) backgrounds are best.
  • We are seeking candidates who are detail oriented and have experience with managing support in line with policy, privacy and HIPPA guidelines.
  • We are an information only Contact Center, providing inbound support to inquiries related to teacher certification testing.
  • There is little outbound calling and no sales or marketing component.
Minimum Education Requirement:
  • Experience with a call center management phone system
  • bachelor's degree is preferred
  • Or 18 mos. to 3 years of customer service experience.

TekWissen® Group is an equal opportunity employer supporting workforce diversity.

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