Customer Service Specialist

Must Have:
Customer Service
Data Analysis
Microsoft Office tools: PowerPoint, Word, & Excel
Problem Solving
Project Management
salesforce

Nice to Have:
Education
Test Administration

JOB DESCRIPTION: Team - Test Administration, Resolve - this team handles post-test admin issues, complaints, etc. and creates cases in Salesforce, follows remedial paths to resolution and communicates with all parties (student/parent - test center - internal stakeholders).

Profile: this is ideal for someone who has solid problem solving, customer service and analytical abilities; must have salesforce experience, and strong preference for candidates with education experience and bonus if exposure to the testing environment.

About the Team: The Operations Division is focused on leading the organization's transformation to support delivery of digital assessments. The division aims to provide a strong customer engagement and world-class digital assessment delivery experience that supports millions of students and thousands of schools and test centers annually. The 70-person Assessment Delivery department is a combination of sub-teams that support Test Administration Management, Supply Chain & Logistics, and Publications and Content Management. This role will be a part of a team, "Resolve" of the Test Administration Management team, that focuses on post-administration case management.

About the Opportunity:
As the Customer Service Specialist of the Test Administration Resolve team, you will apply your superior case management skills and proactive outreach for mission-critical operational functions. You will be accountable for participating in cross-functional teams and managing relationships that drive consistent and dependable partnerships for delivery of our digital assessments. Additionally, you will be responsible for cultivating meaningful relationships that ultimately result in a positive, standardized experience for students and testing staff.
In the Customer Service Specialist role, you will work closely with members of the Client teams and other operational business partners to ensure that all customer service cases/matters are properly processed, handled, and resolved within a timely manner. For other educators and higher education partners, you ensure they have the access and support needed for client online tools. You will be responsible for managing any escalated cases or procedural exceptions that occur between or within any of the external vendors or internal *** departments are resolved within the specified guidelines and policies of various internal departments. You have a knack for asking the right questions to pinpoint a customer's needs and for helping guide customers to the policies and resources needed to resolve their questions and challenges.

In this role, you will:
Manage Outreach & Communication (70%)
• Be an expert in client policy and processes that impact customers and the operational procedures necessary to resolve customer inquiries
• Manage cases for post-administration matters that meet service level agreements.
• Manage customer relationships to ensure all cases are resolved in a timely manner
• Identify opportunities to improve customer relationships through optimized systems, training, and feedback mechanisms

Complete Special Projects (30%)
• Provide case management updates on customer inquiries and trends both within *** and externally with customers
• Use data to provide inputs to the voice of the customer initiative helping to drive continuous data-based improvement for an optimal customer experience
• Manage other self-assigned projects that arise through digital transformation and organizational method changes

About You
• Strong organization and prioritization skills and the proven ability to move forward multiple projects in concert, as a leader, independently, and as a member of the team
• Adept problem-solving skills, including using data to inform decisions and actions
• Proven ability to build and manage customer relationships
• Knowledge of Microsoft Office tools: PowerPoint, Word, & Excel
• Experience leading and navigating complex customer issues and resolving those cases
• Experience providing high quality support while managing assigned cases within service level agreements and managing escalations as needed
• The ability to collaborate and provide guidance to teammates on complex cases

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