Customer Service Advisor
Job Summary
We are seeking talented Customer Service Advisors to provide virtualized support to students, faculty, and staff in Higher Education and K-12 institutions. You will work in a fast-paced, remote environment using multiple technologies to identify, diagnose, and resolve user issues. This role requires excellent communication skills and the ability to manage various tasks efficiently while maintaining a professional standard.
Responsibilities
- Manage and resolve client issues via phone
- Document interactions in ticketing systems
- Navigate knowledge bases for issue resolution
- Adhere to assigned shifts including weekends/holidays
- Maintain professional service standards
Required Skills
- High school diploma or equivalent
- Proficiency in MS Office and web browsers
- Strong communication and problem-solving skills
- Ability to type 25 wpm
- High-speed wired internet connection
Job Details
Position Responsibilities:
- Demonstrating empathy, patience, and soft skills during phone calls.
- Managing and resolving identified client issues for assigned customer accounts.
- Documenting information into web-based ticketing system.
- Searching and navigating knowledge base and integrated customer information systems to identify appropriate resolution for client issues.
- Escalating unique issues or inaccurate information contained in knowledge base to the immediate supervisor for resolution.
- Projecting favorable image to promote objectives and goals that enhance client relationships.
- Following specified call flow to maximize effectiveness and efficiency.
- Adapting to dynamic call center environment with variance in daily break times.
- Working in adherence to assigned shift, which could include weekends and holidays.
- Participating in internal training programs to expand knowledge and support multiple clients.
- Providing delightful, efficient, and accurate resolution to customer inquiries.
- Handling multiple job tasks at one time and escalating issues in a timely manner.
Required Skills/Qualifications:
- High School diploma or equivalent combination of education and experience.
- Must be at least 18 years old and have a stable history of employment.
- Must have a quiet, distraction-free work environment.
- Experience using internet-based browsers (Chrome, Firefox, Safari).
- Strong computer knowledge, including the ability to accurately type at least 25 wpm.
- Ability to take inbound (voice) phone calls in a conversation-heavy environment.
- Excellent oral and written communication skills.
- Proficiency in MS Office (Word and Excel).
- Experience using a laptop or desktop computer with multiple windows and monitors.
- Familiarity with education-related technologies.
- Excellent critical thinking and problem-solving skills with attention to detail.
- Full professional proficiency in written and spoken English (CEF B2 level or above).
- Willing to accept a temporary assignment.
- Must have high-speed Internet (Cable, Fiber, DSL) with at least 40 Mbps Download / 15 Mbps Upload, and a hardwired connection.