Customer Care Specialist

Title: Customer Care Specialist

Duration: 6 Months (Extendable)

Location: 100% Remote

Ideal Candidate Profile: Seeking a Customer Care Specialist with strong customer service experience at a tier 3 level. 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.

About the role
This role handles time-sensitive, high-complexity escalations from customers (teachers, parents, students), within established SLA requirements utilizing client 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.


Job Duties & Responsibilities
Provide Exceptional Customer Service (75%)
Be an expert in Client 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 Client 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 Client 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

Required Skills & Experience
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