Customer Service Administrator at Aditi Consulting

Location: Remote

JOB DESCRIPTION:

The Customer Service Representative (CSR) is a member of the Customer Contact Center. The CSR is responsible for responding to a high volume of inquiries about the company’s products or services by following standard scripts, policies, and procedures. The Associate Customer Service Representative takes inbound calls, LiveChat, and/or emails from examinees and others regarding teacher certification programs, website issues, complaints, etc.

• Trained in and proficient in responding to inquiries across many programs. At a minimum, 10 programs and at least one communication channel.
• Identify customer needs and expectations.
• Responsible for promptly and accurately addressing customer inquiries using various systems and resources (computer systems, published materials, and websites)
• Serve as primary contact for inbound customer issues. Escalate more technical product-related issues to the proper Product Support department.
• Track and document inbound support requests using established Customer Relationship Management (CRM) system and ensure proper notation of customer problems or issues. Update customer information and ensure accurate entry of contact information.

Requirements:

• Call Center experience a plus but will train the right person.
• Must be proficient in MS Office (Word and Excel), PC operations, web browsing, and web navigation.
• Should have knowledge and experience with Microsoft Office
• Demonstrate excellent time management, organizational, and problem-solving skills.
• Excellent oral and written communication skills. Spanish language skills are a plus but not required.
• Strong attention to detail and good listening skills
• Experience with Live Chat a plus. Closed on most major holidays.
• Candidates with Call Center and/or customer service (retail/restaurant) backgrounds are best.
• We are seeking candidates who are detail oriented and have experience with managing support in line with policy, privacy and HIPPA guidelines .
• We are an information only Contact Center, providing inbound support to inquiries related to teacher certification testing. There is little outbound calling and no sales or marketing component.

2 Schedule Shifts:

• Customer Service Administrator: Monday, Tuesday, Thursday, Friday 11:30am-8:00pm and Saturday 8:45am-5:15pm EST. Candidate will have Wednesday and Sunday off.
• Customer Service Administrator: Monday, Tuesday, Wednesday, Thursday 11:30am-8:00pm and Saturday 8:45am-5:15pm EST. Candidate will have Friday and Sunday off.

Compensation:

The pay rate range above is the base hourly pay range that Aditi Consulting reasonably expects to pay someone for this position (compensation may vary outside of this range depending on several factors, including but not limited to, a candidate’s qualifications, skills, competencies, competencies, experience, location and end client requirements).

Benefits and Ancillaries:

Medical, dental, vision, PTO benefits and ancillaries may be available for eligible Aditi Consulting employees and vary based on the plan options selected by the employee.