Associate, Customer Service

• Serve as the Level 2 escalation point for complex customer and service-related issues
• Demonstrate application of concepts and guidelines
• Collaborate with internal teams to resolve service delivery challenges
• Capture and maintain customer and case information in internal databases and systems
• Serve as a contact for Program Managers and clients on complex service-related issues
• Monitor and maintain Service Level Agreements across multiple Lines of Business
• Own and complete Service Direct Cases, reports, and assigned projects
• Use an internal case management system to find solutions for candidates while following client policies and internal procedures
• Provide clear directions to clients, call center representatives, testing center administrators, and candidates
• Troubleshoot and explain policies and testing procedures
• Anticipate, identify, and resolve issues affecting quality service
• Use active listening, probing questions, supportive directions, and empathetic reassurance during high-stress situations

• High school diploma or equivalent level qualifications required
• Bachelor's Degree, or equivalent work experience preferred
• 2 years of experience in a similar/related position
• High levels of customer service skills
• Exceptional customer service skills
• Excellent attention to detail
• Professional verbal and written communication ability
• Curiosity and ability to investigate answers across multiple technological platforms
• Proficiency with Windows, Microsoft 360 OneDrive, Excel, Word, and related applications
• Conflict management skills
• Time management skills
• Ability to deal with ambiguity and overcome objections
• Willingness and ability to work assigned shifts
• Willingness to adapt to changing business needs
• Ability to research, analyze, interpret, and document

• Career development opportunities
• Incentives and rewards
• Competitive benefits package
• Flexible work arrangements
• Overtime pay, subject to prior approval