Customer Service Specialist - Talent Software Services, Inc.
Reston, VA
About the Job
JOB DESCRIPTION
About the Team
The Customer Engagement team is responsible for customer contact activities for most Client programs. This 55-person team includes inbound and outbound contact centers (internal/external), customer escalation management, state managed College Readiness Assessment contracts, customer service applications, and customer service self-service tools. The 16-person K12 and Higher Education Customer Support team at Client is a collaborative and close-knit team that handles in-bound calls, escalations, and cases for Client customers. This team is known for delivering high quality customer service to educators participating in Client assessments.
About the Opportunity
As a Customer Service Specialist you are responsible for speaking with our customers: students, educators and higher education staff; answering questions and requests specific to Client's assessment programs. Key support is preparing our partners for both in-person/paper and pencil and digital assessments, you ensure they have the information and resources they need to successfully administer Client assessments. For other educators and higher education partners you assist with ensuring they have the access and support needed for Client online tools. You have a knack for asking the right questions to pinpoint a client's needs and for helping guide customers to the policies and resources needed to resolve their questions and challenges. When our customers, schools, district, state, and higher educator professionals have a positive customer experience and smooth test administration, it's because of the exceptional customer service you provided!
In this role, you will:
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
About You
You have:
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)
Associate degree (preferred)
About Our Benefits and Compensation
Client offers a strong compensation and benefits package that attracts top talent looking to make a difference in education.
Our robust benefits package includes health, dental, and vision insurance, tuition assistance, paid time off, paid parental leave, retirement benefits with a generous matching program, and more
We reward performance through annual bonuses and provide opportunities for salary growth over time through base compensation increases, merit raises and promotions
We believe in compensating staff members fairly in relation to each other, their qualifications, and their impact. The salary range for a new employee in this position is ***-*** The salary offer of an individual candidate within this range is specific to their location and qualifications
Each salary offer is determined carefully using internal and external benchmarking and adjusting for the candidate's location. You will have an opportunity to discuss salary in more detail after you begin the application process
As a self-sustaining non-profit organization with global impact, Client offers a job that matters, a team that cares, and a place to learn, innovate and thrive!
About Our Culture
We are motivated to positively impact the educational and career trajectories of millions of students a year
We prioritize building a diverse and inclusive team where every employee can thrive, and every voice is heard
We welcome staff to join any or all six of our affinity groups: ARISE (Alliance for Asian Retention, Inclusion, Success, and Engagement; DIASPORA (Alliance for Pan-African Success and Achievement); Pride (alliance for LGBTQ+ staff and allies); Resilience (alliance for Native staff and advocates); SALSA (Staff Alliance for Latinx Success and Achievement); and WIN (Women's Impact Network)
We value learning and growth; we offer formal and informal ways to lead through your superpowers, sharpen your strengths, and meet your development goals
We know that our impact is strongest together. Our Client Cares program offers all staff up to *** annual match against partner non-profit organizations
We offer a transparent approach to promotions and merit raises, annual performance-based bonuses, and how to grow your career here over time
About the Team
The Customer Engagement team is responsible for customer contact activities for most Client programs. This 55-person team includes inbound and outbound contact centers (internal/external), customer escalation management, state managed College Readiness Assessment contracts, customer service applications, and customer service self-service tools. The 16-person K12 and Higher Education Customer Support team at Client is a collaborative and close-knit team that handles in-bound calls, escalations, and cases for Client customers. This team is known for delivering high quality customer service to educators participating in Client assessments.
About the Opportunity
As a Customer Service Specialist you are responsible for speaking with our customers: students, educators and higher education staff; answering questions and requests specific to Client's assessment programs. Key support is preparing our partners for both in-person/paper and pencil and digital assessments, you ensure they have the information and resources they need to successfully administer Client assessments. For other educators and higher education partners you assist with ensuring they have the access and support needed for Client online tools. You have a knack for asking the right questions to pinpoint a client's needs and for helping guide customers to the policies and resources needed to resolve their questions and challenges. When our customers, schools, district, state, and higher educator professionals have a positive customer experience and smooth test administration, it's because of the exceptional customer service you provided!
In this role, you will:
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
About You
You have:
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)
Associate degree (preferred)
About Our Benefits and Compensation
Client offers a strong compensation and benefits package that attracts top talent looking to make a difference in education.
Our robust benefits package includes health, dental, and vision insurance, tuition assistance, paid time off, paid parental leave, retirement benefits with a generous matching program, and more
We reward performance through annual bonuses and provide opportunities for salary growth over time through base compensation increases, merit raises and promotions
We believe in compensating staff members fairly in relation to each other, their qualifications, and their impact. The salary range for a new employee in this position is ***-*** The salary offer of an individual candidate within this range is specific to their location and qualifications
Each salary offer is determined carefully using internal and external benchmarking and adjusting for the candidate's location. You will have an opportunity to discuss salary in more detail after you begin the application process
As a self-sustaining non-profit organization with global impact, Client offers a job that matters, a team that cares, and a place to learn, innovate and thrive!
About Our Culture
We are motivated to positively impact the educational and career trajectories of millions of students a year
We prioritize building a diverse and inclusive team where every employee can thrive, and every voice is heard
We welcome staff to join any or all six of our affinity groups: ARISE (Alliance for Asian Retention, Inclusion, Success, and Engagement; DIASPORA (Alliance for Pan-African Success and Achievement); Pride (alliance for LGBTQ+ staff and allies); Resilience (alliance for Native staff and advocates); SALSA (Staff Alliance for Latinx Success and Achievement); and WIN (Women's Impact Network)
We value learning and growth; we offer formal and informal ways to lead through your superpowers, sharpen your strengths, and meet your development goals
We know that our impact is strongest together. Our Client Cares program offers all staff up to *** annual match against partner non-profit organizations
We offer a transparent approach to promotions and merit raises, annual performance-based bonuses, and how to grow your career here over time
Source : Talent Software Services, Inc.