Advanced Associate, Customer Service

• Respond to candidate issues by analyzing the situation and performing necessary and appropriate actions to reach a resolution by using internal processes and critical thinking skills.
• Actively demonstrate the application of concepts and guidelines.
• Using an internal case management system to complete tasks and find best solutions for candidates while adhering and upholding client policies and internal procedures.
• Collect essential and relevant information to highlight trends, sharing findings with internal stakeholders to drive solutioning.
• Follow through on commitments and take responsibility for results, effectively prioritizing tasks. Identify and proposes solutions for barriers to leadership.

Deliver first-class customer service

• Understands the expectations of a test taker and able to adapt your communication style to meet the needs of a conversation while delivering service that exceeds customer’s needs within department guidelines.
• Effective verbal and written communication skills. Provide clear and concise directions to live candidates while troubleshooting, and/or explaining policies and/or testing procedures.
• Anticipate candidate needs, identifies, and resolves issues that impact the delivery of quality service.
• Use active listening to understand the candidate's concerns, demonstrating comprehension of the issue through the use of asking probing questions, providing supportive directions, and empathetic reassurance during high-stress situations.
• Ability to research, analyze, interpret, and document candidate interactions.
• Exhibits a positive can-do attitude and approach to tasks; meets new challenges and changes with an open mind; demonstrates commitment to the role and supporting a candidate.

• Minimum High School Diploma or equivalent
• Customer service experience preferred
• Basic technical troubleshooting experience preferred

Key characteristics we are looking for

• Passion for customer service and find joy in helping others succeed.
• Has a patient, positive, compassionate, and friendly demeanor.
• Thrive working with a team and technology.
• Eagerness to learn and willing to adapt to situations as business needs change and demand for service grows.
• Proficient standard technology including Windows, Microsoft 360 OneDrive, Excel, Word, and other related applications.
• Conflict management skills; diplomatic and sees feedback as an opportunity for growth.
• Time management skills; can quickly and effectively adapt to changes.
• Ability to deal with ambiguity and overcome objections.
• Strong attention to detail.
• Willing and able to work assigned shifts, flexible work arrangements and time off may be limited during specific times due to business demands. All overtime must be approved in advance.