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Customer Service Advisor

  • Education, Training, Teaching, Science Jobs


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


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


  • 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

Hard Skills

  • Microsoft Office
  • Multi-line phone proficiency