11955 Democracy Drive Reston Virginia 20190 Reston,
VA20190US
Posted: 03/08/20242024-03-082024-05-26Employment Type:ContractJob Category:Customer ServiceJob Number: 614199Is job remote?: YesCountry: United States
Job Description
Customer Service Specialist Duration: April 4, 2024 - August 2, 2024 Location: Mostly Remote (6 days on-site in April)
Must Haves:
Minimum 1- 2 years customer service experience and ability to handle high volume call and email inquiries
Experience supporting K-12 educational customers, higher education, or unique contractually required support
Solid organizational, time & task management skills that enable you to work within aggressive timelines and with extremely sensitive assessment cases
Flexibility and desire to quickly adapt to new methods and learn new methods and tools
Strong problem-solving ability: able to ask the right questions and identify the proper solutions
A passion for supporting educational and career opportunities for millions of students
Excellent verbal and written communication skills to effectively communicate policies and resolutions
Ability to learn multiple customer service and operational system applications
Knowledge of various tools: Microsoft Office
Preferred:
-Associate's degree
-Knowledge of Smartsheets and Salesforce Job Description:
The Customer Engagement team is responsible for customer contact activities. This 55-person team includes inbound and outbound contact centers (internal/external), customer escalation management, customer service applications, and customer service self-service tools.
About the Opportunity
As a Customer Service Specialist you are responsible for speaking with our customers and answering questions and requests. Key support is preparing our partners for both in-person/paper and pencil and digital assessments, you ensure they have the information and resources they need. For other educators and higher education partners you assist with ensuring they have the access and support needed for online tools. You have a knack for asking the right questions to pinpoint a client’s needs and for helping guide customers to the policies and resources needed to resolve their questions and challenges.
In this role, you will:
· Customer Service (85%) Be an expert in policy and processes that impact customers and the operational procedures necessary to resolve customer inquiries
· Respond to customer inquiries and test day issues via telephone and e-mail in a manner consistent with policies, procedures, and competencies
· Instruct customers on how to order products
· Building relationships across internal customers to meet support needs
· Process orders and capture payments
· Process billing requests for select lines of business
· Manage assigned cases within service level commitment and perform customer follow up as needed
· Acknowledge and address all customer inquiries on time
Special Projects and Assignments (15%)
· Provide operational readouts and status on customer inquiries and trends
· 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
The staffing industry has seen an increase in people falsely representing themselves as recruiters to gather personal information from job seekers. For your safety, do not provide sensitive data to anyone you have not spoken with thoroughly, never provide banking information during the application process and always double check the email address of the recruiter to ensure it’s from @planet-pro.com - and not a domain with an alternative extension like .net, .org or .jobs. Candidate safety is a top priority at Planet Professional.
Planet Professional and The Planet Group of Companies are equal opportunity employers. It is our practice not to discriminate against any employee or applicant based on any criteria, condition or basis protected by laws or regulations in the locations where we do business. All qualified applicants are encouraged to apply. We celebrate diversity and are committed to providing an environment of mutual respect. We believe that diversity, equity and inclusion enable us to better meet our mission and values while serving our clients across the globe. If you have a disability or handicap and would like us to accommodate you in any reasonable way, please inform your recruiter, or contact us, so that we can discuss the appropriate alternatives available.
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About Reston, VA
Ready to kickstart your career in Reston, Virginia? Explore our job opportunities in this vibrant area that seamlessly blends urban amenities with the beauty of nature. Reston, located in Fairfax County, is a hub of innovation and growth, offering job seekers a plethora of opportunities in technology, healthcare, and more. With its proximity to the picturesque Reston Town Center, bustling restaurants, renowned art galleries like the Greater Reston Arts Center, and scenic trails at Lake Anne Plaza, Reston offers a perfect work-life balance. Consider joining the vibrant community of this bustling town, which is also home to the famous Wolf Trap National Park for the Performing Arts. Take the next step in your career journey by browsing our job listings in Reston, VA today!
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