Customer Care Specialist

Educational Credential Evaluators Inc • West Allis, WI

11d • $19 - $23 • Remote

About The Position

ECE customer care staff work in an Omnichannel Contact Center. Our customer care environment combines live chat, AI-assisted support, and voice interactions in one experience. Accurately interprets company policy and procedures, answers customer inquiries, and provides information on fees and services. Addresses customer concerns and explains policies and procedures. Uses sound judgment to determine when and to whom issues should be escalated.

Requirements

• Manages difficult or emotional customer situations, responds promptly to customer needs for service and assistance, keeps emotions under control, shows respect and sensitivity for cultural differences.
• Focuses on finding solutions, listens to others without interrupting, remains open to others' ideas, remains calm, rational, and works for the best possible outcome. Uses multiple strategies to deescalate challenging situations, professionally acknowledges emotional situations, is considerate, respectful, and uses empathy appropriately, seeks clarification of problems or issues.
• Accurately and objectively reviews data and information, uses a step-by-step process to reach decisions, uses sound judgment to make decisions based on information provided and applies company policy and processes accurately.
• Approaches others in a tactful manner; reacts well under pressure; treats others with respect and consideration regardless of their status or position.
• Speaks clearly and credibly in positive or negative situations, listens actively and requests for clarification, responds well to questions, expresses ideas effectively in both written and verbal communication, writes clearly and informatively, edits work for spelling and grammar, varies writing style to meet needs, able to read and interpret written information.
• Applies feedback to improve performance, monitors own work to ensure quality, meets productivity standards, completes work in a timely manner, strives to increase productivity.
• Maintains accurate records even when interruptions occur, able to move from task to task without reducing the quality of work, stays productive during slower work periods, budgets time wisely by prioritizing tasks appropriately, uses effective tracking mechanisms and resources appropriately, able to manage multiple competing work activities.
• Follows instructions, responds to management direction, keeps commitments, is consistently at work and on time, ensures work responsibilities are covered when absent, applies ECE policy appropriately.
• Identifies and resolves problems in timely manner, gathers and analyzes information skillfully, uses reason even when dealing with emotional topics, determines appropriate and correct conclusions to resolve challenges.
• High school diploma or general education degree (GED) required.
• Excellent written and oral communication is a must.
• Proficiency with technologies including but not limited to the full Microsoft suite- including Teams, Outlook, Word, PowerPoint, Excel, and OneDrive. Experience with organizational operations systems and a willingness to learn ECE's systems is necessary.
• Ability to add, subtract, multiply, and divide into all units of measure, using whole numbers, common fractions, and decimals.

Nice To Haves

• Experience and /or training in a customer service phone environment preferred.
• Demonstrated knowledge of higher education, either through attendance or work experience in an academic or educational setting, a nonprofit organization, or a professional office setting such as a government or legal office preferred.
• Experience using Chat as a communication tool is a plus.
• Familiarity with foreign language and/or culture are preferred.

Responsibilities

• Responds to incoming customer requests by providing accurate information to new and existing customers.
• Maintains precise records of all customer communication.
• Uses appropriate judgment to determine when and to whom to transfer calls to other staff.
• Effectively understands policies and procedures to be able to interpret customer needs and problem solve.
• Serves as a subject matter expert for all standard ECE product offerings.
• Assists customers with website and application navigation and questions. Troubleshoots problems to effectively escalate to technical support when appropriate.
• Ensures that the customer receives quality service. Listens attentively and responds effectively to customer complaints.
• Manages difficult or emotional customer situations and balances customer needs with organizational policies, creating resolutions that provide customer satisfaction.
• Articulates ideas clearly and concisely in a variety of manners through written and verbal communication while adjusting the message to match the request.
• Composes professional and informative responses to written inquiries.
• Performs other related duties within the scope of the position as required for efficient operation of the organization and support of institutional objectives.

Benefits

• Employer-sponsored life insurance
• A generous 403(b) retirement plan contribution match
• Health, dental, and vision coverage
• Flexible spending accounts
• Additional voluntary insurance options
• Eleven paid holidays annually
• Generous paid time off and medical time
• Opportunities for professional development through internal and external training

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED