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 CSR takes inbound calls, LiveChat, and/or emails from examinees and others regarding teacher certification programs, website issues, complaints, etc.  

REQUIRED KNOWLEDGE AND EXPERIENCE (Knowledge and experience necessary to do job) 

Formal education or equivalent experience (note: this is the minimum requirement. Equivalent experience in lieu of a formal degree should be listed.) 

 High School diploma, or equivalent 

18 mos. to 3 years of customer service experience 

Experience with a call center management phone system 

Skills/knowledge/abilities – (list specific functional areas of knowledge required within a discipline; e.g., credit, accounts payable, etc.) 

Knowledge of organization’s products, services, and business operations 

Must be proficient in MS Office (Word and Excel), PC operations, web browsing, and web navigation 

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 LiveChat a plus 

PRIMARY RESPONSIBILITIES 

Trained in and proficient in responding to inquiries across many programs. At a minimum, 10 programs and at least two communication channels. 

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. 

Maintain quality service by following established policies and procedures 

Ensure proper security procedures are followed on all customer interactions 

Other duties as assigned