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Senior Customer Service Representative

Company: Educational Testing Service (ETS)
Location: Trenton
Posted on: June 24, 2022

Job Description:

Job DescriptionPosition Summary:The Senior Customer Service representative responds to customer phone, email and chat inquiries for College Board, K12, and ETS programs. This role researches customer service issues in a professional manner and provides timely, relevant and accurate responses. The Senior Customer Service Representative is a team player who thrives under pressure of deadlines, can handle last minute requests, is able to multi-task and prioritize daily work assignments.Responsibilities:

  • Perform a variety of tasks associated with customer and client services by responding to routine and sensitive telephone calls, e-mails and chats.
  • Communicate clearly and concisely by phone, email and chat, with test takers, clients, institutions, test centers and school district personnel, testing coordinators, principals, and administrators to provide information regarding all phases of the test administration process with an emphasis on diplomacy, tact and sensitivity and an awareness of impact on public relations and possible repercussions.
  • Research customer-facing issues in a professional manner and provide timely, relevant, and accurate responses. Work collaboratively with team members, leadership, and other departments to ensure service level deadlines are met.
  • Address and, when necessary, escalate customer service issues according to existing procedures
  • Utilize Customer relationship Management (CRM) and other case management databases effectively
  • Serve as point of contact for junior staff members for escalated and unresolved calls and other typically non-routine and complex inquiries
  • Complete accurate data input or corrections into computer files
  • Quickly and creatively analyze and resolve routine and complex problems to ensure consistent, quality service to the customer.
  • Interact with interdepartmental/divisional staff to obtain and provide information necessary to research processing problems which may affect our customers.
  • Draft and write clearly defined procedures for work processes and guidelines.
  • Perform non-phone tasks, special projects/new work and prepare reports as requested by management.
  • Identify operational or program-specific situations and suggest corrective action and/or provide exception processing or document modifications in existing procedures.
  • Consistently receive and/or provide feedback on performance issues/issues impacting customer service.
  • Adhere to ethical standards and comply with the laws and regulations applicable to your job function

    Education, Certifications or Special Licenses:
    • A bachelor's degree or an equivalent combination of education and experience from which comparable knowledge and abilities can be acquired is necessary.
    • Two years of customer service experience or an equivalent combination of education and experience from which comparable knowledge and abilities can be acquired is necessary.
    • Candidates must also be fluent with phone, e-mail, and chat. Experience in back office processes is ideal, but not required.COVID-19 Requirements ETS requires all new hires to either certify that they have been fully vaccinated or request and obtain an exemption due to medical or religious reasons by their start date.EDUCATIONAL TESTING SERVICE is an Equal Opportunity and Affirmative Action Employer of Women and Minorities.EDUCATIONAL TESTING SERVICE is an Equal Opportunity and Affirmative Action Employer of protected Veterans and Individuals with Disabilities.EDUCATIONAL TESTING SERVICE is a Drug-free workplace.

Keywords: Educational Testing Service (ETS), Trenton , Senior Customer Service Representative, Hospitality & Tourism , Trenton, New Jersey

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