We are PSI Services. We power world leading tests. Delivered with trusted science and the very best test taker experience. PSI supports test-takers on their journey to pursuing dreams and gaining certifications that are important to them. They believe that their dreams are worth working for; that their dreams are worth the effort. And we believe that too. This is our core purpose, to empower people to achieve their dreams. We do this by being the best provider of workforce solutions, which foster both technology and science to deliver the best solutions for our test takers.
We are searching for top talent to join our PSI team and help grow our products and services. We have a creative, supportive and inclusive culture where we empower people in their careers to be their authentic self and make the most of their great talent.
At PSI, we are committed to helping people meet their potential and we believe that promoting diversity, equity and inclusion is critical to our success. That's why you'll find these ideals are intrinsic to our company culture and applied throughout the employee lifecycle.
About the Role
As a Call Center Customer Service Representative at PSI, an ETS Company, you will play a pivotal role in enhancing the customer experience by providing exceptional service and support. In this dynamic position, you will be responsible for managing inbound and outbound calls, addressing customer inquiries, and resolving issues efficiently. Your goal will be to ensure that every customer interaction reflects our company's values of excellence and integrity.
Role Responsibilities
Collaborate with shipping, technical service, and distributors to ensure a seamless customer service experience; escalate critical issues to the Customer Experience Team Manager.
Identify products or company services (i.e., contracts) that satisfy additional, complementary customers' needs that are unfulfilled by their original purchase; expose the customer to other options that were perhaps not considered through upselling and cross-selling techniques.
Obtain detailed information from customers and create service tickets (service request orders) using company software and forms.
Demonstrate a high level of empathy and integrity by always doing the right thing.
Research Customer Experience, technical service, or parts fulfillment issues using industry-specific technical manuals, catalogs, internet sites, and company databases to provide correct and accurate processing of service issues.
Resolve product or part fulfillment problems by clarifying the customer's complaint; determining the root cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment and following up with the customer to ensure quick resolution.
Complete accurate documentation utilizing the established company digital tools and software (CRM) required for each Customer Experience call or email. May tag or mark instrument parts or forms.
Provide industry-leading Customer Experience, order assistance, and technical customer service support by asking probing questions, actively listening, building rapport, demonstrating respect, being informative, and understanding the customer's needs, requests, or problems.
Has an upbeat personality and can show an authentic willingness to assist our customers.
Perform other duties as assigned.
Experience as a Support Specialist or Customer Experience Team Manager.
Follow company safety regulations and company policies.
Knowledge, Skills and Experience Requirements
To do this job well, an individual needs to be open to learning, responsible, adaptable, creative, organized, and flexible. The following requirements show the knowledge, skills, and abilities needed. • Strong organizational and time management skills. • Ability to work independently and as part of a team. • Professional and courteous demeanor. • Excellent communication and interpersonal skills.
EDUCATION & EXPERIENCE • High School Diploma or Equivalent. • Experience in Customer Services related field.
SOFT SKILLS • You should be able to handle multiple tasks at once and understand different products and the various benefits of each one. • You need to be available for your scheduled shifts during our operating hours, including during training, where lunch and breaks are planned. You should also be flexible enough to adjust your daily schedule and be willing to work overtime or on weekends if necessary.
Benefits & Culture
At PSI, our culture is to be transparent and fair. That's why all of our roles have been benchmarked at a competitive rate against the local market they are based in. To be transparent all of our adverts now include the salary so you can see if we align with your expectations when looking for your next role.
In addition to a competitive salary, we offer a comprehensive benefits package and supportive culture when you join us. This includes;
401k/Pension/Retirement Plan - with country specific employer %
Enhanced PTO/Annual Leave
Medical insurance - country specific
Dental, Vision, Life and Short Term Disability for US
Flexible Spending Accounts - for the US
Medical Cashback plan covering vision, dental and income protection for UK
Employee Assistance Programme
Commitment and understanding of work/life balance
Dedicated DE&I group that drive core people initiatives
A culture of embracing wellness, including regular global initiatives
Access to supportive and professional mechanisms to help you plan for your future
Volunteer Day and a culture of giving back to our community and industry through volunteering opportunities
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)