Customer Service Representative
Posted on :
03-05-2024
Employer Active
1 Vacancy
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Job Description
Req ID : 2788481
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 Britishowned 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 Representative
Work Location: Remote
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 companys 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 productrelated 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 Skills/Education:
- 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 problemsolving 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.
- 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.
- Experience with a call center management phone system
- Bachelors degree is preferred
TekWissen Group is an equal opportunity employer supporting workforce diversity.
Employment Type
Full Time
Key Skills
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