SME Customer Service Representative

Prometric•Middle River, MD

7d•Onsite

About The Position

In this position you will provide next level call center service support by means of handling escalated issues, inquiries and live floor support to Customer Service Representative on the floor. We are looking for customer- and client- oriented, self-driven, critical thinking people who are ready to excel in the next stage in their Prometric career. Prometric (www.prometric.com) is a trusted test development and delivery provider to more than 300 organizations worldwide. Prometric serves as an industry gatekeeper, ensuring that people legitimately earn the credentials they seek to achieve, and thereby guaranteeing a fair testing experience for all who come through our doors.

Requirements

High school diploma or equivalent
1 year of customer service experience preferred (call center, retail, restaurant, etc.)
Master all or most existing state/clients in Nurse Aide portfolio.
Lead by example and model and exhibit professionalism always with candidates, clients and team members.
Know and support Nurse Aide departmental procedures and keep up to date as they change.
Be a role model of effectively promoting and adopting change.
Demonstrate competency and establish trust to handle high level escalations through ongoing call handling etiquette and professionalism.
Maintain a balance between satisfying candidate’s needs and the organization’s needs
Knowledge or willingness to learn how to do additional tasks.
Not currently on any warnings
Self-motivated
Excellent verbal, written and interpersonal skills
Exceptional decision-making ability

Nice To Haves

leads by example
willing to share skills, knowledge and expertise
desire to help others succeed
gives constructive feedback and guidance
motivates others

Responsibilities

Provide immediate support to the floor via chat with instant turnaround in answering questions to assist CSRs (Customer Service Representatives)
Provide support and resolutions with a helpful and educational demeanor
Take on first level of escalations for candidates, clients Regional or In Facility Test sites
Work assigned SalesForce cases escalated from the Client Service Team or Supervisor.
Assist in projects and initiatives.
Track, disposition, and raise awareness on escalations, trending, and emerging issues to the leadership team
Perform other duties as assigned
Proactively work to minimize escalations, event cancellations and operational inefficiencies.