We are looking for talented Customer Service Advisors to join our team. Advisors work in a dynamic, fast-paced environment and spend their time interfacing with students, faculty and staff of Higher Education and K-12 institutions. Utilizing multiple technologies, advisors identify, diagnose, and resolve issues reported by end users.

• In a virtual contact center, resolv ing inbound customer calls and inquiries in a professional and empathetic manner
• Striving for one-call resolution of customer issues while communicating appropriate options in a timely and professional manner
• Demonstrat ing empathy, patience, and flexibility during phone calls
• Managing and resolv ing identified client issues for assigned customer accounts
• Document ing information into web-based ticketing system
• Search ing and navigat ing knowledge base and integrated customer information systems to identify appropriate resolution for client issues
• Escalat ing unique issues or inaccurate information contained in knowledge base to the immediate supervisor for resolution
• Project ing favorable image of the company to promote its objectives and goals that enhance client relationships
• Following specified call flow to maximize effectiveness and efficiency
• Adapting to dynamic call center environment with variance in daily break times
• Participat ing in internal training programs to expand knowledge and support multiple clients
• Providing delightful, efficient, and accurate resolution to customer inquiries
• Completing s pecial projects as requested by management

Requirements

The Candidate:

• A stable history of employment
• You must have a quiet, distraction-free work environment without any conflicting responsibilities during your scheduled work shift
• Your home workspace must have DSL, Cable, or Fiber Internet that is hardwired into a modem/router via Ethernet
• Minimum download speed 15 Mbps. Minimum upload speed 5 Mbps and Ping less than 100 ms (Dial up, Wireless, or Satellite internet service cannot be used)
• Experience using internet-based browsers such as Chrome, Firefox, Safari
• Strong computer knowledge, including the ability to accurately type at least 25 wpm
• Ability to take inbound (voice) phone calls in a conversation-heavy environment
  
  

Qualifications

• High School diploma or equivalent required
• Must be 18 years old or over
• Excellent oral and written communication skills
• Proficiency in MS Office computer applications, including Word and Excel and willingness to learn new technology systems
• Experience using a laptop or desktop computer, including multiple applications, windows, and monitors
• Familiarity with education - related technologies
• Excellent c ritical thinking and problem - solving skills
• Must be able to handle multiple job tasks at one time and escalate issues in a timely manner
• Analytical orientation with strong attention to detail
  
  

Preferred Requirements/qualifications

• Some level of college completed
• Customer service or contact center experience
• Previous experience in the education industry and e-learning technologies