Customer Service Associate

Customer Service Associate

Collegis Education is a marketing and technology education solutions company that offers industry-leading services for colleges and universities of every size in every sector. Using a proactive and data-driven approach, Collegis Education empowers institutions to make a broader impact by providing insights that help grow enrollments, improve student outcomes and optimize expenses. With several decades of experience working within the higher education industry, the team at Collegis Education was founded within the walls of a college and expanded to help change more lives through education. Currently, the infrastructures established by Collegis Education support more than 40,000 students nationwide.

The Customer Service Associate serves as the front line to the Personal Support Center (PSC). They are actively fielding calls, emails and chats with a goal of exceeding established service level agreements. Customer Service Associate will perform first level problem determination and troubleshooting as well as attempt to implement a resolution. If additional access or a higher level of knowledge about the environment is required to implement a solution the Tier 1 agent will utilize appropriate escalation processes to transition the caller to the correct path for resolution of their reported concern. Customer Service Associate is managed on their performance, customer service, and continued commitment to success and learning. Customer Service Associate will be granted access to a comprehensive knowledgeable base to assist them with resolution of problems as well as various training sessions to attend.

In addition to Telephone Support, Customer Service Associate will also help support customers through Chat and Email Mediums simultaneously. The support department runs 24x7x365 and Customer Service Associate may work varied shifts that could include nights, weekends, and holidays. Assignments of duties and daily tasks can change on a regular basis and focus can be reflected in a change in accounts supported.

Communication & Professionalism:

• Be accountable for seeing assigned cases and tasks to completion by providing detailed documentation all details and troubleshooting steps taken for each support request to eliminate repetitive steps.
• Triage with upper level agents to determine appropriate case resolution measures and implementation of solutions.
• Ensure professional and respectful communication is maintained in all interactions including face to face, over the phone, via email, and chat correspondences.
• Adhere to the appropriate information security policies based on the sensitivity of company data and report any security related issues

Teamwork & Collaboration:

• Proactively work with PSC employees and PSC Leadership to better understand supported environments as well as fostering a collaborative partnership.
• Work with Technical Support Analysts as well as other departments to escalate support requests in the event that a resolution cannot be found at the Customer Service Associate level.
• Focus on the understanding of as well as meeting and exceeding customer service level agreements and customer satisfaction ratings.
• Work with PSC Leadership to implement new initiatives and practice coaching requests.
• Maintain an active approach to utilizing the Wiki and suggest updates when necessary. Consult Technical Support Analyst, Technical Service Solutions Specialist or leadership when discrepancies are found so corrections and additional research may be put forth to better the tools utilized within the PSC.
• Participate in Technical Support Analyst mentoring program and perform peer assigned mentoring of Technical Support Analyst agents.
• Continued development of knowledge and utilization of PSC support tool sets.

Commitment to Learning:

• Take advantage of knowledge sharing sessions, online knowledge bases, standard operating procedures, and communication with other departments. Complete a minimum of 3 training sessions per quarter.
• Collaboration with PSC Leadership to suggest updates to department Knowledge Base (Wiki)
• Commitment to reviewing all training communications, coaching opportunities, as well as continual review and reflection upon all PSC information content sources. Such as Wiki, SharePoint, and other department websites.

Requirements:

• Entry level understanding of Customer Service Principles
• Entry Level understanding of Technical Skills
• Customer Service and/or Technical background
• Availability to work a flexible schedule that may include nights, weekends, holidays, and on-call rotation.
• Ability to work within tight time constraints and maintain call quality, provide excellent customer service and provide detailed, accurate and quality documentation.
• Strong communication skills and proven track history of excellent customer service.

EDUCATION, CERTIFICATIONS AND LICENSURES:

• Associates Degree or equivalent experience preferred but not required.

Salary Description $30,000-$37,000.00 annually