Call Center Specialist, College Board Customer Service

Call Center Specialist, College Board Customer Service

College Board - Operations

Location: Remote/Hybrid

This position is primarily remote, and requires being onsite in our Reston, VA office, during peak volume weeks (approximately 5 weeks across the year). Typical hours: 8:30 am- 6:00 pm ET, (typical shift is 8 hours) M-F; 7:00 am- 7:00 pm on event days

About the Team

The Customer Engagement team is responsible for customer contact activities for most College Board programs. This 55-person team includes inbound and outbound contact centers (internal/external), customer escalation management, state managed College Readiness Assessment contracts, customer service applications, and customer service self-service tools. The 16-person K12 and Higher Education Customer Support team at College Board is a collaborative and close-knit team that handles in-bound calls, escalations, and cases for College Board customers. This team is known for delivering high quality customer service to educators participating in College Board assessments.

About the Opportunity

As a Customer Service Specialist you are responsible for speaking with our customers: students, educators and higher education staff; answering questions and requests specific to College Board’s assessment programs. Key support is preparing our partners for both in-person/paper and pencil and digital assessments, you ensure they have the information and resources they need to successfully administer College Board assessments. For other educators and higher education partners you assist with ensuring they have the access and support needed for College Board online tools. You have a knack for asking the right questions to pinpoint a client’s needs and for helping guide customers to the policies and resources needed to resolve their questions and challenges. When our customers, schools, district, state, and higher educator professionals have a positive customer experience and smooth test administration, it’s because of the exceptional customer service you provided!

In this role, you will:

Customer Service (85%)

• Be an expert in College Board policy and processes that impact customers and the operational procedures necessary to resolve customer inquiries

• Respond to customer inquiries and test day issues via telephone and e-mail in a manner consistent with College Board policies, procedures, and competencies

• Instruct customers on how to order College Board assessments and products

• Building relationships across internal customers to meet support needs

• Process orders and capture payments from student, educator, and higher education customers

• Process billing requests for select lines of business

• Manage assigned cases within service level commitment and perform customer follow up as needed

• Acknowledge and address all customer inquiries on time

Special Projects and Assignments (15%)

• Provide operational readouts and status on customer inquiries and trends within College Board and/or externally with customers

• Assist with customer outreach for special projects

• Provide input to the voice of the customer initiative helping to drive continuous improvement and improved customer experience

• Perform other related duties and projects as assigned

About You

You have:

• Minimum 1- 2 years customer service experience and ability to handle high volume call and email inquiries

• Experience supporting K-12 educational customers, higher education, or unique contractually required support

• Solid organizational, time & task management skills that enable you to work within aggressive timelines and with extremely sensitive assessment cases

• Flexibility and desire to quickly adapt to new methods and learn new methods and tools

• Strong problem-solving ability: able to ask the right questions and identify the proper solutions

• A passion for supporting educational and career opportunities for millions of students

• Excellent verbal and written communication skills to effectively communicate policies and resolutions

• Ability to learn multiple customer service and operational system applications

• Knowledge of various tools: Microsoft Office (required), Smartsheets (preferred), Salesforce (preferred)

• Associate degree (preferred)

About Our Benefits and Compensation 

College Board offers a competitive benefits and compensation program that attracts top talent looking to make a difference in education. As a self-sustaining non-profit, we believe in compensating employees equitably in relation to each other