Customer Care Specialist

Customer Care Specialist 

College Board – Operations 

Full time, Remote 

About the Team  

College Board’s Operations division (122 ppl) aims to be a world class digital assessment delivery and customer engagement organization that supports millions of students and thousands of test centers, annually. Operations is also leading the College Board’s exciting transformation to support delivery of digital assessments. The Customer Engagement department (55 ppl) is a combination of teams that support our key constituents, including students, parents, educators, and our state partners representing approximately 2 million contacts per year.  This integrated team serves as the organization’s ‘top escalation point’ and represents the voice of the customer, partnering across the organization to help improve the overall customer experience.   

About the Opportunity  

The Customer Care team handles our most time sensitive and escalated issues and is known for delivering high quality customer service to students, parents, and educators participating in any College Board program.  As a Specialist, Customer Care, you will be responsible for managing all SAT, PSAT, AP and CLEP escalated customer service matters to full resolution while identifying issue root cause and reporting back to team leadership to support continuous improvement. The Customer Care Specialist reports directly to the Director, Customer Care Services. You will work closely with internal and external stakeholders and partners to ensure compliance with policies and business procedures while identifying continuous improvement opportunities.  

In this role, you will:  
  

Provide Exceptional Customer Service (75%) 

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

• Serve as business contact between the customer service operations group and all of the internal departments and external vendors to address and resolve processing exceptions and/or escalated customer service cases. Establish a strong relationship with each of the College Board departments listed above and external vendors, specifically the various customer service outsourced partners. 

• Communicate effectively, verbally and in written format case status, as well as complex Program policies to consumers, to include students, parents, High School Guidance Counselors and College/University Admissions Personnel. 

• Work within aggressive timelines and with extremely sensitive student cases. 

• Handle high volume caseloads while ensuring that cases are researched and closed within established timelines. 

• Learn multiple customer service and operational system applications required to manage escalated customer service cases. 

• Take a hands-on approach to lead resolution and root cause analysis of assigned customer service escalated cases. 

• Conduct manual processes to implement exceptions workarounds. 

• When necessary, provide manual support for data entry and exceptions. 

• Provide support of other work across Operations Division as needed to support shared goals. 

Complete Special Projects and Continuous improvement (25%)   

• 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