Customer Experience Advisor at (ISC)2 in Alexandria, Virginia

Job Description:

Customer Experience Advisor

US-VA-Alexandria

Job ID: 2024-1892
Type: FT Hourly Staff Full-Time
# of Openings: 2
Category: Customer Experience
ISC2

Overview

Your Future. Secured. ISC2 is a force for good. As the world’s leading nonprofit member organization for cybersecurity professionals, our core values — Integrity, Advocacy, Commitment, Diversity, Equity & Inclusion and Excellence — drive everything we do in support of our vision of a safe and secure cyber world. Our globally recognized, award-winning portfolio of certifications provide an independent and globally recognized endorsement of cybersecurity knowledge, skills and experience for all career levels. Our charitable arm, the Center for Cyber Safety and Education, enables ISC2 and our members to serve the public by educating the most vulnerable about cyber risks and empowering access to enter and thrive in the cyber profession. Learn more at ISC2 online and connect with us on Twitter, Facebook and LinkedIn. When you join ISC2, you’ll demonstrate your commitment to an inclusive and equitable environment. Your support of the unique perspectives and experiences shared by our global cybersecurity workforce and profession will be recognized. We invite you to take an active role in helping us create a true sense of belonging across our organization — an environment of authenticity, trust, empowerment and connectedness that empowers all of our successes. Learn more.

Responsibilities

• Provide a high-quality experience to our customer at all times, through multiple communication channels achieving designated KPI’s associated with the role.

• Actively promote products and services to our customers. Explaining products and making recommendations based on customer driven information

• Actively seeks opportunities to reduce customer effort and friction to improve customer satisfaction and drive loyalty

• Manages day to day contacts:

• Delivers accurate, professional and timely support to customers during the examination and education registration process and strive to achieve first time resolution on every contact.

• Resolve customer concerns through the case management system; create cases for each contact handled.

• Assists customers and candidates with items such as: password resets; contact or profile change requests; “how-to” issues concerning website use; certification process and renewal related issues/inquires; extensions; etc.

• Processes payments for annual maintenance fees and diagnoses payment errors.

• Registers customers for seminars.

• Multitask through multiple web applications: Case Management System, Live Person Agent Desktop and IntelliVUE, etc.

• Recognize, document, and inform the regional manager regarding trends in customer correspondence.

• Escalate complex inquires / requests to subject matter experts.

• Assist CPE Auditor with non-complex audits and mass continuing professional education (CPE) credits entries.

• Demonstrates commitment to valuing diversity and contributing to an inclusive working and learning environment.

• Miscellaneous duties as assigned.

Qualifications

• Must have excellent written and verbal communication skills in English

• Must have excellent PC skills including MS Office products (Word, Excel, Power Point, Outlook), internet and web applications/navigation

• CRM/database applications experience a plus (i.e. Salesforce)

PI249875438

Salary:

$43,087.00

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