Customer Service Representative - Milwaukee, United States - Educational Credential Evaluators

Description

About to celebrate its 40th year, ECE is one of the most well-known and respected names in comparative international education. Our main product, an educational credential evaluation, is a report used by counselors, recruiters, registrars, and admissions officers in the U.S. and elsewhere to determine how the academic history of a foreign-educated individual matches up to American grading scales and standards. As the demand for talented professionals has increased around the world, hiring managers have increasingly relied on the expertise of ECE to review the credentials of employees. ECE is a medium-sized nonprofit organization with just under 100 employees.

**Customer Service Representative**

**Department:** Operations **Location:** Milwaukee, WI

Celebrating its 40th year, ECE is one of the most well-known and respected names in comparative international education. Our main product, an educational credential evaluation, is a report used by counselors, recruiters, registrars, and admissions officers in the U.S. and elsewhere to determine how the academic history of a foreign-educated individual matches up to American grading scales and standards. As the demand for talented professionals has increased around the world, hiring managers have increasingly relied on the expertise of ECE to review the credentials of employees. ECE is a medium-sized nonprofit organization with just under 100 employees.

**Summary**

Working in a nonprofit call center environment, assists individuals and educational institutions via phone, chat, and email. Accurately interpreting company policy and procedures, answers customer inquiries and provides information on fees and services. Addresses customer concerns and explains policies and procedures. Uses sound judgement to determine when and to whom issues should be escalated.

This is a remote position for a Wisconsin based individual.

**Essential Duties and Responsibilities include the following:** **(other duties may be assigned)**

Responds to incoming customer requests by providing accurate information to new and existing customers.

Maintains precise records of all customer communication.

Uses appropriate judgment to determine to whom and when to transfer calls to other staff.

Effectively understands policies and procedures to be able to interpret customer needs and problem solve.

Serves as a subject matter expert for all standard ECE product offerings.

Assists customers with website and application navigation and questions. Troubleshoots problems to effectively escalate to technical support when appropriate.

Ensures that the customer receives quality service. Listens attentively and responds effectively to customer complaints.

Manages difficult or emotional customer situations and balances customer needs with organizational policies, creating resolutions that provide customer satisfaction.

Articulates ideas clearly and concisely in a variety of manners through written and verbal communication while adjusting the message to match the request.

Composes professional and informative responses to written inquiries.

**Competencies**

To perform the job successfully, an individual should demonstrate the following competencies:

Customer Service- Manages difficult or emotional customer situations, responds promptly to customer needs for service and assistance; keeps emotions under control, shows empathy while upholding company policies, shows respect and sensitivity for cultural differences.

Interpersonal Skills - Focuses on finding solutions , listens to others without interrupting; remains open to others' ideas, remains calm, rational, and works for best possible outcome, uses multiple strategies to deescalate challenging situations, acknowledges emotion, is considerate, respectful, and uses empathy appropriately, seeks clarification of problems or issues.

Judgement - Exhibits sound judgement. Is able to make accurate and timely decisions when applying company policy and procedures.

Professionalism - Approaches others in a tactful manner; reacts well under pressure; treats others with respect and consideration regardless of their status or position.

Communication (Written and Verbal) - Speaks clearly and persuasively in positive or negative situations; listens actively and requests for clarification when necessary responds well to questions, expresses ideas effectively in both written and verbal communication writes clearly and informatively, edits work for spelling and grammar, varies writing style to meet needs, able to read and interpret written information.

Delivers Results (Quality/Quantity) - Applies feedback to improve performance, monitors own work to ensure quality. Meets productivity standards, completes work in a timely manner, strives to increase productivity.

Workload Management - Maintains accurate records even when interruptions occur, able to move from task to task without reducing quality of work, stays productive during downtime, budgets time wisely by prioritizing tasks appropriately, uses effective tracking mechanisms and resources appropriately, able to manage multiple competing priorities.

Commitment & Responsibility - Follows instructions, responds to management direction, takes responsibility for own actions, keeps commitments, is consistently at work and on time, ensures work responsibilities are covered when absent, applies ECE policy appropriately.

Problem Solving - Identifies and resolves problems in a timely manner, gathers and analyzes information skillfully, uses reason even when dealing with emotional topics, identifies cause and effect relationships, determines appropriate and correct conclusions to resolve challenges.

Critical thinking - accurately and objectively evaluates data and information, uses a logical and systematic step-by-step process to reach decisions, uses sound judgment to make good decisions based on information gathered and analyzed, considers all pertinent facts and alternatives before deciding on the most appropriate action.

**Qualifications**

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience - Demonstrated knowledge of higher education, either through attendance or work experience in an academic or educational setting, a nonprofit organization, or a professional office setting such a government or legal office preferred.

Communication Skills - Excellent written and oral communication a must. Experience using Chat as a communication tool is a plus.

Computer Skills - To perform this job successfully, an individual should have knowledge of web based applications, the Internet and live chat.

Foreign Language Skills - No foreign language skills are required for this position. However, familiarity with foreign language and/or culture are preferred.

Mathematical Skills - Ability to add, subtract, multiply, and divide into all units of measure, using whole numbers, common fractions, and decimals.

**Supervisory Responsibilities**

This job has no supervisory responsibilities.

**Physical Demands & Work Environment**

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.