Customer Service Administrator

Overview:

TekWissen Group is a workforce management provider throughout the USA and many other countries in the world. TekWissen Group is a workforce management provider throughout the USA and many other countries in the world. Our client is a British-owned education publishing and assessment service to schools and corporations, as well for students directly. Company owns educational media brands including Addison-Wesley, Peachpit, Prentice Hall, eCollege, Longman, Scott Foresman, and others.

Job Title: Customer Service Administrator

Work Location: Amherst MA 01002

Duration: 9 Months

Job Type: Contract

Work Type: 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.
• Maintain quality service by following established policies and procedures
• Ensure proper security procedures are followed on all customer interactions
• Other duties as assigned

Minimum Required Skills:

• 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.
• Ideal candidate must be able to work Monday, Tuesday, Wednesday, Thursday 11:30am-8:00pm and Saturday 8:45am-5:15pm EST.
• Candidate will have Friday and Sunday off.
• Dependent upon where they are located, they will work within those time zone hours (for example, CST: 10:30am-7:00pm, MST: 9:30am-6:00pm, PST 8:30am-5:00pm)
• 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.

Minimum Education Requirement:

• Experience with a call center management phone system
• bachelor's degree is preferred
• Or 18 mos. to 3 years of customer service experience.

TekWissen Group is an equal opportunity employer supporting workforce diversity.