Client Engagement Specialist

2 weeks ago


Alexandria, Virginia, United States (ISC)2 Full time


Skills, Experience, Qualifications, If you possess the right qualifications for this role, we encourage you to consider this opportunity.
Client Engagement Specialist

Job ID:
Type: Full-Time Hourly Staff
# of Openings: 3
Category: Customer Experience
ISC2

Overview

At ISC2, we are dedicated to fostering a secure digital environment. As the premier nonprofit organization for cybersecurity professionals, our core principles — Integrity, Advocacy, Commitment, Diversity, Equity & Inclusion, and Excellence — guide our mission to promote a safe and secure cyber landscape. Our esteemed certifications serve as a globally recognized validation of cybersecurity expertise across all career stages. Our charitable initiative, the Center for Cyber Safety and Education, empowers ISC2 and its members to educate the public about cyber risks and facilitate entry into the cybersecurity field. Discover more about ISC2 online and engage with us on various platforms. By joining ISC2, you will contribute to an inclusive and equitable workplace, where diverse perspectives and experiences are valued. We invite you to play an active role in fostering a culture of belonging, authenticity, trust, and empowerment that drives our collective success.

Responsibilities
  • Deliver exceptional service to our clients consistently, utilizing various communication channels to meet performance metrics.
  • Proactively promote our offerings, articulating product details and making tailored recommendations based on client needs.
  • Identify opportunities to streamline client interactions, enhancing satisfaction and loyalty.
  • Manage daily client communications effectively.
  • Provide accurate, professional, and timely assistance to clients throughout the registration process, aiming for first-contact resolution.
  • Address client inquiries through our case management system, documenting each interaction.
  • Assist clients with issues such as password resets, profile updates, and certification-related inquiries.
  • Process payments for maintenance fees and troubleshoot payment discrepancies.
  • Facilitate client registrations for seminars.
  • Navigate multiple web applications, including Case Management System and Live Person Agent Desktop.
  • Monitor and report trends in client correspondence to the regional manager.
  • Escalate complex inquiries to subject matter experts as needed.
  • Support the CPE Auditor with straightforward audits and entries for continuing professional education credits.
  • Commit to fostering diversity and contributing to an inclusive work environment.
  • Perform additional duties as assigned.
Qualifications
  • Exceptional written and verbal communication skills in English.
  • Proficient in PC applications, including MS Office Suite (Word, Excel, PowerPoint, Outlook), as well as internet navigation.
  • Experience with CRM/database applications is advantageous (e.g., Salesforce).

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