Description Title: Customer Service Representative
Location: 450 N. Stephanie Street , Henderson, NV
Salary: $17/hr
About PSI We are PSI Services. We power world leading tests. Delivered with trusted science and the very best test taker experience. PSI supports test-takers on their journey to pursuing dreams and gaining certifications that are important to them. They believe that their dreams are worth working for; that their dreams are worth the effort. And we believe that too. This is our core purpose, to empower people to achieve their dreams. We do this by being the best provider of workforce solutions, which foster both technology and science to deliver the best solutions for our test takers.
We are searching for top talent to join our PSI team and help grow our products and services. We have a creative, supportive and inclusive culture where we empower people in their careers to be their authentic self and make the most of their great talent.
At PSI, we are committed to helping people meet their potential and we believe that promoting diversity, equity and inclusion is critical to our success. That's why you'll find these ideals are intrinsic to our company culture and applied throughout the employee lifecycle.
Learn more about what we do at:
About the Role The Candidate (Customer) Care Representative is responsible for providing operational and investigative support to multiple departments to ensure a superior level of Candidate Care. This position calls for a team player who can work independently with minimal supervision. This is a semi-sedentary position, working in a fast-paced call center environment.
This is a full-time permanent role during test center opening hours. The incumbent may need to be available to support critical issues during evenings and over weekends.
Role Responsibilities• Work with various departments to support all activities related to the Candidate Care team.
• Coordinate internal projects and determine the best utilization of resources to increase candidate satisfaction.
• Complete full circle site investigations to include researching incident reports, managing candidate care inbox, and de-escalating candidate concerns via email and telephone.
• Communicate with the Test Center Leadership and follow up with candidates on investigation results.
• Maintain the confidentiality of sensitive personnel information.
• Ensure appropriate measures are taken to address candidate feedback.
• Manage lost and found shared inbox, coordinating items for pick up as needed.
• Manage displaced candidate emails and assist rescheduling candidates.
• Maintain and manage candidate data for reporting purposes.
• Create and maintain candidate cases on behalf of the candidates.
• Manage and respond to e-mails, communicating with other departments, and candidate care teams for resolution.
• Respond directly to information requests initiated by candidates, client services, and leadership utilizing a variety of systems.
• Develop and maintain a working-level understanding of all scheduling platforms, services provided, and strategic communication plans.
• Assist with registration and schedule CSRs on an as-needed basis.
Knowledge, Skills and Experience Requirements• High school diploma or equivalent required.
• Experience in a call center environment expected.
• Experience in a Tier 2 customer service role preferred.
• Acceptable attendance point balance in previous roles expected.
• Working knowledge of Microsoft Office applications desirable.
Benefits & Culture At PSI, our culture is to be transparent and fair. That's why all of our roles have been benchmarked at a competitive rate against the local market they are based in. To be transparent all of our adverts now include the salary so you can see if we align with your expectations when looking for your next role.
In addition to a competitive salary, we offer a comprehensive benefits package and supportive culture when you join us. This includes:
- 401k/Pension/Retirement Plan - with country specific employer %
- Enhanced PTO/Annual Leave
- Medical insurance - country specific
- Dental, Vision, Life and Short-Term Disability for US
- Flexible Spending Accounts - for the US
- Medical Cashback plan covering vision, dental and income protection for UK
- Employee Assistance Programme
- Commitment and understanding of work/life balance
- A culture of embracing wellness, including regular global initiatives
- Access to supportive and professional mechanisms to help you plan for your future
- Volunteer Day and a culture of giving back to our community and industry through volunteering opportunities
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws.
For further information, please review the Know Your Rights notice from the Department of Labor.