Customer Service Specialist - Lenmar Consulting, Inc.
Reston, VA 20190
About the Job
Title: Customer Service Specialist
Location: Reston, VA
Remote/Hybrid/Onsite: Hybrid
Position Type: Contract, possible temp-to-perm
Duration: 3+ months
Rate: $20.00 - $25.00/hr
RESPONSIBILITIES:
Customer Service (85%)
Be an expert in Client policy and processes that impact customers and the operational procedures necessary to resolve customer inquiries
Respond to customer inquiries and test day issues via telephone and e-mail in a manner consistent with Client policies, procedures, and competencies
Instruct customers on how to order Client assessments and products
Building relationships across internal customers to meet support needs
Process orders and capture payments from student, educator, and higher education customers
Process billing requests for select lines of business
Manage assigned cases within service level commitment and perform customer follow up as needed
Acknowledge and address all customer inquiries on time
Special Projects and Assignments (15%)
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
QUALIFICATIONS:
Minimum 1- 2 years customer service experience and ability to handle high volume call and email inquiries
Experience supporting K-12 educational customers, higher education, or unique contractually required support
Solid organizational, time & task management skills that enable you to work within aggressive timelines and with extremely sensitive assessment cases
Flexibility and desire to quickly adapt to new methods and learn new methods and tools
Strong problem-solving ability: able to ask the right questions and identify the proper solutions
A passion for supporting educational and career opportunities for millions of students
Excellent verbal and written communication skills to effectively communicate policies and resolutions
Ability to learn multiple customer service and operational system applications
Knowledge of various tools: Microsoft Office (required), Smartsheets (preferred), Salesforce (preferred)
If you believe you're a suitable fit for this position, please apply directly with your most updated resume. Our organization values effective communication, although it's important to understand that we may not always be able to provide application updates to every candidate. If, following a review of your profile, we identify you as a potential match, a recruiter will contact you directly to discuss your candidacy.
Location: Reston, VA
Remote/Hybrid/Onsite: Hybrid
Position Type: Contract, possible temp-to-perm
Duration: 3+ months
Rate: $20.00 - $25.00/hr
RESPONSIBILITIES:
Customer Service (85%)
Be an expert in Client policy and processes that impact customers and the operational procedures necessary to resolve customer inquiries
Respond to customer inquiries and test day issues via telephone and e-mail in a manner consistent with Client policies, procedures, and competencies
Instruct customers on how to order Client assessments and products
Building relationships across internal customers to meet support needs
Process orders and capture payments from student, educator, and higher education customers
Process billing requests for select lines of business
Manage assigned cases within service level commitment and perform customer follow up as needed
Acknowledge and address all customer inquiries on time
Special Projects and Assignments (15%)
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
QUALIFICATIONS:
Minimum 1- 2 years customer service experience and ability to handle high volume call and email inquiries
Experience supporting K-12 educational customers, higher education, or unique contractually required support
Solid organizational, time & task management skills that enable you to work within aggressive timelines and with extremely sensitive assessment cases
Flexibility and desire to quickly adapt to new methods and learn new methods and tools
Strong problem-solving ability: able to ask the right questions and identify the proper solutions
A passion for supporting educational and career opportunities for millions of students
Excellent verbal and written communication skills to effectively communicate policies and resolutions
Ability to learn multiple customer service and operational system applications
Knowledge of various tools: Microsoft Office (required), Smartsheets (preferred), Salesforce (preferred)
If you believe you're a suitable fit for this position, please apply directly with your most updated resume. Our organization values effective communication, although it's important to understand that we may not always be able to provide application updates to every candidate. If, following a review of your profile, we identify you as a potential match, a recruiter will contact you directly to discuss your candidacy.
Source : Lenmar Consulting, Inc.