Vacancy expired!
- Communicate clearly and concisely, both by telephone and/or in writing, with students, parents, school district personnel, college admissions officers, educational organizations, and/or test center staff to answer inquiries about ETS, K12, and College Board programs and policies, testing requirements, registration, ordering materials, score reporting, etc., with an emphasis on diplomacy, tact, and sensitivity
- Address and, when necessary, escalate customer service issues according to existing procedures
- Utilize Customer relationship Management (CRM) and other case management databases effectively
- Utilize the PC to input or obtain detailed information from registration databases and/or access hard copy necessary to respond to requests promptly, accurately, and by program and departmental procedures
- Complete accurate data input or corrections into computer files
- Perform clerical functions associated with tracking data for effective case management
- Adhere to ethical standards and comply with the laws and regulations applicable to your job function
- Demonstrated high-quality customer service interactions
- Pre/Test/Post administration
- complete and accurate information provided to external clients
- Timely and relevant escalation of calls and emails
- Accurate data input and corrections
- Demonstrated ability to clearly communicate (both orally and in writing) with attention to style, tone, and detail, and to obtain and promptly provide accurate information.
- Ability to handle complex and demanding situations, tactfully when dealing with clients and customers.
- Ability to interact with all levels of staff professionally.
- Ability to deescalate irate customers during telephone interactions, tactfully.
- Knowledge of/sensitivity to worldwide cultural differences. Maintains an awareness of the impact on public relations and possible repercussions.
- Maintain an awareness of the impact on public relations and possible repercussions.
- Ability to work under pressure of deadlines and handle last-minute requests.
- Ability to locate and synthesize information from multiple data sources.
- Ability to analyze and resolve routine and complex problems.
- General knowledge of office procedures to input, process, and complete assigned work.
- Experience in Windows, Microsoft Word, Excel, and Outlook applications is highly desirable.
- High School diploma or an equivalent combination of education and experience from which comparable knowledge and abilities can be acquired is necessary.
- 1-2 years of responsible experience in a service-oriented, customer service/call center background.
- Prior knowledge of ADA guidelines is desirable
- Basic proficiency with Microsoft Office products is required along with general PC knowledge
- Ability to perform in a fast-paced environment and adaptable to change
- Good problem solving/decision-making skills and time management skills
- Excellent verbal, written, and interpersonal communication skills
Vacancy expired!