Customer Experience Specialist

4 weeks ago

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

We are seeking a highly skilled Customer Experience Advisor to join our team at (ISC)2. As a key member of our organization, you will be responsible for providing exceptional customer service and support to our clients.

Key Responsibilities
  • Provide high-quality customer experience through multiple communication channels, achieving designated KPIs.
  • Actively promote products and services to customers, explaining features and making recommendations based on customer needs.
  • Identify opportunities to reduce customer effort and friction, improving satisfaction and loyalty.
Day-to-Day Contacts
  • Deliver accurate, professional, and timely support to customers during the examination and education registration process, striving for first-time resolution.
  • Resolve customer concerns through the case management system, creating cases for each contact handled.
  • Assist customers and candidates with various issues, including password resets, contact or profile changes, website use, certification process and renewal inquiries, and payment processing.
  • Process payments for annual maintenance fees and diagnose payment errors.
  • Register customers for seminars and multitask through multiple web applications.
  • Recognize, document, and inform the regional manager about trends in customer correspondence.
  • Educate customers on products and services, escalating complex inquiries to subject matter experts when necessary.
  • Assist with non-complex audits and mass continuing professional education (CPE) credits entries.
  • Demonstrate commitment to valuing diversity and contributing to an inclusive working and learning environment.
Behavioral Competencies
  • Ability to build an inclusive culture that encourages, supports, and celebrates diversity, serving as a role model to promote DEI best practices.
  • Passion for customer experience and ability to put the customer and candidate at the heart of all interactions.
  • Effective organization skills and ability to multitask.
  • Ability to work effectively in a group as well as independently with minimal supervision while maintaining a high level of quality.
  • Able to assimilate knowledge and information relating to customership, exams, and products, communicating this clearly and with enthusiasm to customers.
  • Self-motivated and able to interact in a cooperative and professional manner with others.
  • Detail-oriented and good follow-up skills.
  • Ability to problem-solve in a timely manner and handle confidential information with discretion.
Qualifications
  • Excellent written and verbal communication skills in English.
  • Excellent PC skills, including MS Office products (Word, Excel, PowerPoint, Outlook), internet, and web applications/navigation.
  • CRM/database applications experience a plus (i.e., Salesforce).
Education and Work Experience
  • High school diploma or GED required.
  • Minimum 3 years of customer service experience in a call center environment preferred.
Physical and Mental Demands
  • Work normal business hours, with occasional extended hours or overtime as needed.
  • Remain in a stationary position, often standing or sitting, for prolonged periods.
  • Regular use of office equipment, such as a computer/laptop and monitor computer screens.
Equal Employment Opportunity Statement

All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic as protected by applicable law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

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