Customer Service Representative II

  • Location
    Concord, California
  • Job type
    Contract/Temporary

Assist callers to answer general questions regarding a designated assessment program. Candidates MUST have very strong verbal & written communication skills and have very good familiarity with MS Office. Knowledge of CRM a definite plus!

 

BASIC FUNCTIONS AND RESPONSIBILITIES Perform a variety of tasks associated with customer and client services for the Call Center by responding to routine and sensitive telephone calls. Communicate with students, parents, college admissions officers, high school counselors and test center supervisors via telephone contact to provide or obtain information regarding the testing process. On occasion, respond to inquiries face to face with candidates, clients, or internal client staff. 1. Communicate daily via telephone with examinees, clients, institutions, agencies, and test center supervisors to provide information to respond to inquiries, with emphasis on diplomacy, tact and sensitivity. 2. Utilize computer software to input or obtain detailed information and/or access hard copy necessary to respond to requests promptly, accurately, and in accordance with program and departmental procedures. 3. Interact with interdepartmental/divisional staff to obtain and provide information necessary to research processing problems which may affect our customers. Identify operational or program related situations and suggest corrective action. 

 

SKILLS/ABILITIES REQUIRED 1. Demonstrated ability to clearly communicate, with attention to style, tone, and detail, to obtain and promptly provide accurate information. 2. Ability to handle complex and demanding situations, tactfully. 3. Ability to deescalate irate customers during telephone interactions, tactfully. 4. Maintain an awareness of impact on public relations and possible repercussions. 5. Ability to work under pressure of deadlines and handle last minute requests. 6. Ability to effectively interact with all levels of staff in a tactful and professional manner. 7. Experience in Windows, Microsoft Word, Excel and Outlook applications is highly desirable. Overtime is required during Peak Business Periods (work after normal business hours and/or weekends).

 

EXPERIENCE One year of customer service and/or clerical experience or an equivalent combination of education and experience from which comparable knowledge and abilities can be acquired is necessary. Computer Proficiency

 

EDUCATION A high school diploma or an equivalent combination of education and experience from which comparable knowledge and abilities can be acquired is necessary.



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Reference number US_EN_99_025115_11729064