Be an expert in client policy and processes that impact customers and the operational procedures necessary to resolve customer inquiries.
Serve as business contact between the customer service operations group and all of the internal departments and external vendors to address and resolve processing exceptions and/or escalated customer service cases. Establish a strong relationship with each of the client departments listed above and external vendors, specifically the various customer service outsourced partners.
Communicate effectively, verbally and in written format case status, as well as complex Program policies to consumers, to include students, parents, High School Guidance Counselors and College/University Admissions Personnel.
Work within aggressive timelines and with extremely sensitive student cases.
Handle high volume caseloads while ensuring that cases are researched and closed within established timelines.
Learn multiple customer service and operational system applications required to manage escalated customer service cases.
Take a hands-on approach to lead resolution and root cause analysis of assigned customer service escalated cases.
Conduct manual processes to implement exceptions workarounds.
When necessary, provide manual support for data entry and exceptions.
Provide support of other work across Operations Division as needed to support shared goals.
Complete Special Projects and Continuous improvement (25%)
Provide operational readouts and status on customer inquiries and trends within client and/or externally with customers
Assist with customer outreach for special projects
Provide input to the voice of the customer initiative helping to drive continuous improvement and improved customer experience
Perform other related duties and projects as assigned
Identify and communicate process improvements and quality checkpoints, as well as multiple Program policies driving customer complaints/concerns
Experience:
3-5 years of customer service experience managing customer escalations in a high-volume customer service operation (required)
The ability to act in a highly collaborative way with the ability to influence others and build strong relationships across internal and external stakeholders.
Excellent written and verbal communication skills, including the ability to communicate complex and sensitive issues.
Effective planning, prioritization, and problem-solving skills.
Computer literacy, including Microsoft Office applications
The ability to manage relationships with peers as well as multiple levels of management
Ability to use quantitative and qualitative data to identify trends to inform continuous improvements to enhance the customer experience
The ability to be flexible and quickly adapt to new methods, situations, and requirements
The ability to travel 4-6 times a year to College Board offices and/or vendors.
Skills:
Account Management
Advanced written and verbal communications
Attention to Detail
Case Management
CRM
Customer Service
Multi-task
Research
salesforce
SLA Management
Education:
Any college degree
About US Tech Solutions:
US Tech Solutions is a global staff augmentation firm providing a wide range of talent on-demand and total workforce solutions. To know more about US Tech Solutions, please visit www.ustechsolutions.com.
US Tech Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.