Customer Service Representative

PSI Services • Henderson, NV

1d • Onsite

About The Position

The Candidate (Customer) Care Representative is responsible for providing operational and investigative support to multiple departments to ensure a superior level of Candidate Care. This position calls for a team player who can work independently with minimal supervision. This is a semi-sedentary position, working in a fast-paced call center environment. This is a full-time permanent role, based onsite, during test center opening hours. The incumbent may need to be available to support critical issues during evenings and over weekends.

Requirements

• High school diploma or equivalent required.
• Experience in a call center environment expected.
• Acceptable attendance point balance in previous roles expected.

Nice To Haves

• Experience in a Tier 2 customer service role preferred.
• Working knowledge of Microsoft Office applications desirable.

Responsibilities

• Work with various departments to support all activities related to the Candidate Care team.
• Coordinate internal projects and determine the best utilization of resources to increase candidate satisfaction.
• Complete full circle site investigations to include researching incident reports, managing candidate care inbox, and de-escalating candidate concerns via email and telephone.
• Communicate with the Test Center Leadership and follow up with candidates on investigation results.
• Maintain the confidentiality of sensitive personnel information.
• Ensure appropriate measures are taken to address candidate feedback.
• Manage lost and found shared inbox, coordinating items for pick up as needed.
• Manage displaced candidate emails and assist rescheduling candidates.
• Maintain and manage candidate data for reporting purposes.
• Create and maintain candidate cases on behalf of the candidates.
• Manage and respond to e-mails, communicating with other departments, and candidate care teams for resolution.
• Respond directly to information requests initiated by candidates, client services, and leadership utilizing a variety of systems.
• Develop and maintain a working-level understanding of all scheduling platforms, services provided, and strategic communication plans.
• Assist with registration and schedule CSRs on an as-needed basis.

Benefits

• 401(k), pension, or country-specific retirement plans with employer contributions
• Enhanced paid time off/annual leave policies
• Medical insurance tailored to your region
• Dental, vision, life, and short-term disability insurance (US)
• Medical cashback plan including dental, vision, and income protection (UK)
• Flexible Spending Accounts (US)
• Employee Assistance Program (EAP)
• Volunteer Day each year

What This Job Offers

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