Customer Service Specialist

  • Posted 17 hours ago | Updated 17 hours ago

Overview

Remote
$25 - $30
Contract - W2
Contract - 12 Month(s)
No Travel Required

Skills

Analytical Skill
Attention To Detail
Communication
Conflict Resolution
Continuous Improvement
Customer Experience
Decision-making
Management
Microsoft Excel
Customer Relationship Management (CRM)
Microsoft PowerPoint
Organizational Change Management
Customer Service
Customer Support
Data Analysis
Microsoft Office
Problem Solving
Salesforce.com
Service Level
Testing
Training
Salesforce

Job Details

Job Title: Customer Service Specialist
Job ID - 3480
Employment Type: Long-term Contract
Location - Remote
Must Have:

Customer Service
Data Analysis
Microsoft Office tools: PowerPoint, Word, & Excel
Problem Solving
Project Management
Salesforce
Job Overview:
We are seeking a Customer Service Specialist to join our Test Administration Resolve team, part of the Test Administration Management group. This role focuses on handling post-test administration issues, managing customer complaints, and driving case resolution in Salesforce. You will serve as the key liaison between students, parents, test centers, and internal stakeholders to ensure a seamless and positive resolution process.
This is an ideal opportunity for a detail-oriented, solutions-driven professional with Salesforce expertise, strong customer relationship management skills, and a background in education or testing environments.
Key Responsibilities
Case Management & Customer Support (70%)
  • Manage post-administration cases, ensuring resolution within established service level agreements (SLAs).
  • Communicate effectively with students, parents, test centers, and internal teams to resolve inquiries and complaints.
  • Apply a deep understanding of policies, processes, and operational procedures to guide customers to appropriate solutions.
  • Track, update, and manage cases in Salesforce with accuracy and timeliness.
  • Identify and implement opportunities to enhance customer experience through improved systems, training, and feedback mechanisms.
Projects & Continuous Improvement (30%)
  • Provide updates on customer inquiry trends to internal teams and stakeholders.
  • Use data analytics to support voice of the customer initiatives and drive service improvements.
  • Contribute to process enhancements in line with digital transformation and organizational change.
  • Support special projects as assigned, ensuring timely and effective completion.
Qualifications & Skills
Required:
  • Proven experience in customer service, case management, or a related role.
  • Hands-on experience with Salesforce.
  • Strong analytical and problem-solving skills, with the ability to use data for decision-making.
  • Excellent communication skills, both written and verbal.
  • Proficiency in Microsoft Office Suite (PowerPoint, Word, Excel).
  • Ability to handle escalations and resolve complex customer issues.
Preferred:
  • Experience in the education sector or familiarity with testing environments.
  • Prior work in post-administration processes or exam delivery services.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

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