• Customer Care Advisor II

    Job Locations US-IA-Iowa City
    Posted Date 2 weeks ago(7/5/2018 5:13 PM)
    Job ID
    2018-1288
    # of Openings
    4
    Category
    Product Delivery
    Travel
    No Travel Required
  • Overview

    ACT is a nonprofit organization helping people achieve educational and workplace success.  Our programs are designed to boost lifelong learning in schools and workplaces around the world. Whether it's guiding students along their learning paths, enabling companies to develop their workforce, fostering parent, teacher, and counselor understanding of student progress, guiding job seekers toward career success, or informing policymakers about education and workforce issues. ACT is passionate about making a difference in all we do.

     

    Learn more about working at ACT at act.org!

    Responsibilities

    ACT is seeking resourceful, articulate, detail-oriented applicants with a desire to provide first class, personalized customer service with a focus on either business-to-customer (B2C) and business-to-business (B2B) needs.

     

    Work hours 11:45am to 8:15pm

     

     Position objective: The Customer Care Advisor II plays a critical role assisting students, parents, and educators, customers in K-12, post-secondary and workforce organizations when they have questions or experience problems. This position serves as front line support for our customers and is responsible for responding to a heavy volume of inbound contacts through phone, email and live chat with a focus on quality.

     

    Successful Customer Care Advisors are strong advocates and delivery superior service to create the best possible experience for our customers

     

     Typical work-related activities include:

    • Answer customer calls and actively listen to identify needs of a diverse population of customers to find a positive resolution that helps the student, parent, educator, as well as stakeholders in the education and workforce industry.
    • Provide support to customers via email or live Chat; utilizing a variety of resources available to determine the best information to respond to customer inquiries.
    • Manage multiple computer applications simultaneously to resolve problems about a wide range of ACT products and services including ordering, score reporting and billing and test topics from registration through score reporting, all while being attentive to each customer’s personalized needs.
    • Verify information in customer accounts, complete transactions, track orders, log customer interactions and carry out related processing tasks using a variety of custom applications.
    • Using information from direct customer experiences, provide input on how to increase productivity and quality, improve resolution rates, and promote customer empathy.
    • Diagnose, troubleshoot, and resolve a wide range of customer issues for Tier I software, web applications, and hardware configurations and being able to provide detailed documentation to Tier II support when issues need to be escalated to next technical support level.

     

    Qualifications

    EDUCATION:

    • High school diploma or equivalent;
    • Or an equivalent combination of education and experience from which comparable knowledge and abilities can be acquired

     

    EXPERIENCE

     

    • A minimum of 3 years of related experience that includes customer interactions
    • Prefer experience that includes customer service, call center, help desk or technical support responsibilities, ideally handling billing and product use questions,
    • Experience in a high demand work environment preferred
    • Experience working in a team environment preferred
    • Experience using computer systems to identify customer problems and finding solutions preferred

     

     

    KNOWLEDGE, SKILLS AND ABILITIES:

     

    • Ability to provide a positive and professional customer experience; demonstrating empathy appropriately
    • Ability to de-escalate upset callers with a solutions-oriented focus and exude patience and respect for customers in emotionally charged situations
    • Excellent communication and interpersonal skills, including ability to explain things in a way customers can easily understand
    • Ability to work in fast-paced environment that requires multi-tasking and prioritization of competing work responsibilities
    • Ability to work as part of a team and independently as work responsibilities shift
    • Ability to interpret customer needs and provide appropriate solutions

    • Familiarity with or ability to learn how to use multiple browsers, multiple tabs and window navigation and instant messenger tools
    • Fluency with computer systems, preferably Windows Operating Systems, Microsoft Outlook and SalesForce
    • Ability to both give and receive feedback in a professional and productive way and to review and learn from past customer interactions to continuously improve customer experience

     

     

     

    REPORTS TO:

      Manager, Customer Care

     

    COMPENSATION:

      Starting salary commensurate with qualifications.  Excellent benefits and work environment.

     

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