Customer Services Representative - Professional Testing Corporation : Job Details

Senior Customer Service RepresentativeMid-town New York City Testing Company is seeking a Senior Customer Service Representative to join our dynamic team.This role requires an experienced individual who can provide exceptional service to our test candidates.Excellent verbal, written, and interpersonal communication skills are essential.The ideal candidate will possess strong communication abilities, and a proactive approach to resolving issues efficiently and in a timely manner.·Answer incoming calls, tickets, and emails.·Handle candidate inquiries, concerns, and requests with professionalism and courtesy.·Provide timely resolutions for complex or urgent candidate issues to ensure candidate satisfaction.·Act as a point of contact for customer service issues that require advanced knowledge.Troubleshoot problems and find solutions.·Maintain up to date knowledge of exam information and policies to effectively assist candidates.·Review candidate applications to assess eligibility and ensure all requirements are met.·Collaborate with other departments as needed (test development, tech support, and management) to ensure a seamless candidate experience.·Provide support to clients on their programs, addressing their inquiries and resolving issues efficiently.·Adhere to industry and company standard operating procedures.·Enhance processes and create documentation.·Create documentation and enhance processes.·Maintain organized and accurate files and document outcomes for quality assurance purposes.·Identify opportunities to enhance internal processes that lead to overall performance. improvement and organizational efficiency.·Uphold customer and client confidentiality.Required Qualifications:·Bachelor's degree·3-5 years of experience in customer service, with at least 1 year in a senior role·Strong communication skills, both written and verbal·Excellent problem-solving and conflict resolution abilities·Ability to manage multiple tasks and prioritize effectively·Organized with attention to detail·Technical aptitude with proficiency in Microsoft Office Suite, CRM systems, and customer service tools·Ability to resolve candidate complaints and issues while maintaining a professional, positive, and calm demeanorPreferred Qualifications:·Experience in a leadership or supervisory role within a customer service environment·Background in testing industry customer service and accreditation best practicesBenefits:·Health, dental, and life insurance·Paid time off and holidays·401k Plan with company 3% match·Professional development and growth opportunities