Customer Service Representative - Amherst, United States - Tekwissen

Tekwissen Amherst, United States

1 week ago

Description

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 Representative

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 LiveChat a plus. Closed on most major holidays.
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.

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