* Customer Care Specialist*

Kellton Tech is a full-service software development company, offering end-to-end IT solutions, strategic technology consulting and product development services in Web, SMAC (Social, Mobile, Analytics, Cloud), ERP-BPM, and IoT space Our methodology of inventing infinite possibilities with technology helps us develop best in-class and cost effective solutions for our clients.

Currently Kellton Tech is looking for talented resources for one of our listed client. Below are the position details

Role: Customer Care Specialist

Location:100% Remote

Duration: 6+ Months (Contract)

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.

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.

In this role, you will:

Provide Exceptional Customer Service

• 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

• 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 casesin 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

Apply: Interested candidates can apply with their detailed word formatted resume along with their contact information\availability to raj (dot) sekhar (at) kellton (dot) com Phone 703-5 9 2 .9.5.1.7

Thanks for all your time!