Tekwissen
Customer Service Administrator
Tekwissen - Amherst, Massachusetts, us, 01002
Work at Tekwissen
Overview
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Overview
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.
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.