Customer Service Specialist

About The Opportunity

As the Assistant Director of the Test Administration Connect team, you will apply your superior case management skills and proactive outreach for mission-critical operational functions. You will be accountable for participating in cross-functional teams and managing relationships that drive consistent and dependable partnerships for delivery of our digital assessments. Additionally, you will be responsible for cultivating meaningful relationships that ultimately result in a positive, standardized experience for students and testing staff.

In the Assistant Director role, you will work closely with members of the teams and other operational business partners to ensure that all customer service cases/matters are properly processed, handled, and resolved within a timely manner. For other educators and higher education partners, you ensure they have the access and support needed for online tools. You will be responsible for managing any escalated cases or procedural exceptions that occur between or within any of the external vendors or internal departments are resolved within the specified guidelines and policies of various internal departments. You have a knack for asking the right questions to pinpoint a customer's needs and for helping guide customers to the policies and resources needed to resolve their questions and challenges.

In this role, you will:

1. Manage Outreach & Communication (70%)
2. Be an expert in policy and processes that impact customers and the operational procedures necessary to resolve customer inquiries.
3. Manage cases for pre-administration and post-administration matters that meet service level agreements.
4. Manage customer relationships to ensure all cases are resolved in a timely manner.
5. Manage outreach efforts for Test Center renewals and Test Center Intake.
6. Identify opportunities to improve customer relationships through optimized systems, training, and feedback mechanisms.

1. Complete Special Projects (30%)
2. Provide case management updates on customer inquiries and trends both within *** and externally with customers.
3. Use data to provide inputs to the voice of the customer initiative helping to drive continuous data-based improvement for an optimal customer experience.
4. Manage other self-assigned projects that arise through digital transformation and organizational method changes.

About You

You have:

1. Strong organization and prioritization skills and the proven ability to move forward multiple projects in concert, as a leader, independently, and as a member of the team.
2. Adept problem-solving skills, including using data to inform decisions and actions.
3. Proven ability to build and manage customer relationships.
4. Knowledge of Microsoft Office tools: PowerPoint, Word, & Excel.
5. Experience leading and navigating complex customer issues and resolving those cases.
6. Experience providing high quality support while managing assigned cases within service level agreements and managing escalations as needed.
7. The ability to collaborate and provide guidance to teammates on complex cases.

Customer Service Specialist