CSR II

Customer Service Rep.

Describe the work to be done/duties: Agents will make outbound calls, respond, and document in a case management system and excel the details regarding the test administration and AP testing materials. Agents must be confident in their computer skills, and their ability to multi-task between multiple screens on the computer.

Job Description

Purpose: Respond to basic routine customer inquiries via e-mail and phone, using scripted responses and templates.

Responsibilities

Communicate clearly and concisely, both orally and in writing, with parents, students, and institutions regarding registration and scoring processing.

Handle candidate interaction via telephone or email for a variety of service transactions or inquiries in a polite and professional manner.

Handle transaction or processing work including key entry, documentation of written correspondence, and basic resolutions.

Ability to handle large volumes of workload at any given time

Quickly and creatively solve problems to ensure consistent, quality service to the candidate.

Demonstrate high quality customer service interactions

Provide complete and accurate information

Achieve individual performance metrics/goals including, but not limited to attendance, adherence to schedule, adherence to working shift, quality, e-mail rate per hour, telephone talk time, meeting deadlines, and meeting cycle time for transactional processes

Preferred Capabilities

Basic knowledge of Microsoft Office and PC literacy (able to navigate multiple screens and systems)

Basic verbal and written communication skills.

Must be able to multi-task and possess attention to detail

Must be able to maintain confidentiality when dealing with sensitive matters

Thorough knowledge of business English and grammar (ability to speak and write clearly)

Education, Certifications or Special Licenses

A high school diploma or an equivalent combination of education and experience from which comparable knowledge and abilities can be acquired is necessary.

Work Experience

Two to Three years of customer service experience is desirable

Candidates must be fluent with phone, e-mail, and paper mail correspondence.

Location - Princeton, NJ ONSITE EVERYDAY

Monday to Friday 8am to 5:30pm

Pay Details: $19.00 per hour

Benefit offerings available for our associates include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, EAP program, commuter benefits and a 401K plan. Our benefit offerings provide employees the flexibility to choose the type of coverage that meets their individual needs. In addition, our associates may be eligible for paid leave including Paid Sick Leave or any other paid leave required by Federal, State, or local law, as well as Holiday pay where applicable.

Equal Opportunity Employer/Veterans/Disabled

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The Company will consider qualified applicants with arrest and conviction records subject to federal contractor requirements and/or security clearance requirements.