Role: Customer Care Specialist
Location: Remote – Teams hours are 7:30am – 8pm EST. Must be available to work an 8 hour shift within those EST business hours based on team rotation schedule. Manager will consider time zones and typically CST/PST work the later shifts.
Rate: we expect to see candidates in the $35 – $40/hour
Profile: strong customer service experience at a tier 3 level. This role handles time-sensitive, high-complexity escalations from customers (teachers, parents, students), within established SLA requirements utilizing CB systems (most like salesforce CRM). Handling system access issues, duplicate accounts, missing information, etc. These roles will be focused on account issues, including but not limited to access to tools and service, account creation, and account updates. The role will require strong written communications but will provide support via phone as needed. Similar customer service experience that leverages is desired with strong research capabilities…problem solvers with strong critical thinking skills and ability to get up to speed quickly and work independently.
About the Team
The Operations Division at College Board is focused on leading the organization’s transformation to support delivery of digital assessments. The division aims to provide strong customer engagement and world-class digital assessment delivery experience that supports millions of students and thousands of schools and test centers annually.
The Customer Engagement department is a combination of teams that support our key constituents: students, parents, educators, and our state partners that represent approximately two million contacts per year. This integrated team serves as the organization’s ‘front line’ and represents the voice of the customer, partnering across the organization to help improve the overall customer experience.
About the Opportunity
The Customer Care team handles our most time-sensitive and escalated issues and is known for delivering high-quality customer service to students, parents, and educators participating in any College Board program. As a Customer Care Specialist, you will be responsible for managing all SAT, PSAT, AP, and CLEP escalated customer service matters through to full resolution, while identifying root causes and reporting findings to team leadership to support continuous improvement. This role requires a highly collaborative approach, with the ability to influence others and build strong relationships across internal and external stakeholders. The Customer Care Specialist reports directly to the Director of Customer Care Services. You will work closely with both internal and external partners to ensure compliance with policies and business procedures while identifying opportunities for continuous improvement. Success in this role will require strong organizational and prioritization skills, as well as the proven ability to manage multiple projects simultaneously—as a leader, an independent contributor, and a team member.
In this role, you will:
Provide Exceptional Customer Service (75%)
- Be an expert in College Board policy and processes that impact customers and the operational procedures necessary to resolve customer inquiries.
- Serve as business contact between the customer service operations group and all of the internal departments and external vendors to address and resolve processing exceptions and/or escalated customer service cases. Establish a strong relationship with each of the College Board departments listed above and external vendors, specifically the various customer service outsourced partners.
- Communicate effectively, verbally and in written format case status, as well as complex Program policies to consumers, to include students, parents, High School Guidance Counselors and College/University Admissions Personnel.
- Work within aggressive timelines and with extremely sensitive student cases.
- Handle high volume caseloads while ensuring that cases are researched and closed within established timelines.
- Learn multiple customer service and operational system applications required to manage escalated customer service cases.
- Take a hands-on approach to lead resolution and root cause analysis of assigned customer service escalated cases.
- Conduct manual processes to implement exceptions workarounds.
- When necessary, provide manual support for data entry and exceptions.
- Provide support of other work across Operations Division as needed to support shared goals.
Complete Special Projects and Continuous improvement (25%)
- Provide operational readouts and status on customer inquiries and trends within College Board and/or externally with customers
- Assist with customer outreach for special projects
- Provide input to the voice of the customer initiative helping to drive continuous improvement and improved customer experience
- Perform other related duties and projects as assigned
- Identify and communicate process improvements and quality checkpoints, as well as multiple Program policies driving customer complaints/concerns
About You:
- 3-5 years of experience leading and navigating complex customer issues and resolving those cases in a high-volume customer service operation (required)
- 3-5 years of experience providing high quality support while managing assigned cases within service level agreements?
- A proven ability to not only build and manage customer relationships but also to build strong relationships across internal teams that may have conflicting priorities?
- Ability to use quantitative and qualitative data to identify trends to inform continuous improvements to enhance the customer experience
- The ability to be flexible and quickly adapt to new methods, situations, and requirements
- The ability to navigate a rapidly evolving landscape?
- Knowledge of Microsoft Office tools: Word, Excel, PowerPoint, and Salesforce
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