Customer Service Associate

Collegis Education is a marketing and technology education solutions company that offers industry-leading services for colleges and universities. The Customer Service Associate serves as the front line to the PSC, fielding calls, emails, and chats to exceed service level agreements while providing problem determination and troubleshooting support.

Responsibilities:

• Be accountable for seeing assigned cases and tasks to completion by providing detailed documentation all details and troubleshooting steps taken for each support request to eliminate repetitive steps
• Triage with upper level agents to determine appropriate case resolution measures and implementation of solutions
• Ensure professional and respectful communication is maintained in all interactions including face to face, over the phone, via email, and chat correspondences
• Adhere to the appropriate information security policies based on the sensitivity of company data and report any security related issues
• Proactively work with PSC employees and PSC Leadership to better understand supported environments as well as fostering a collaborative partnership
• Work with Technical Support Analysts as well as other departments to escalate support requests in the event that a resolution cannot be found at the Customer Service Associate level
• Focus on the understanding of as well as meeting and exceeding customer service level agreements and customer satisfaction ratings
• Work with PSC Leadership to implement new initiatives and practice coaching requests
• Maintain an active approach to utilizing the Wiki and suggest updates when necessary. Consult Technical Support Analyst, Technical Service Solutions Specialist or leadership when discrepancies are found so corrections and additional research may be put forth to better the tools utilized within the PSC
• Participate in Technical Support Analyst mentoring program and perform peer assigned mentoring of Technical Support Analyst agents
• Continued development of knowledge and utilization of PSC support tool sets
• Take advantage of knowledge sharing sessions, online knowledge bases, standard operating procedures, and communication with other departments. Complete a minimum of 3 training sessions per quarter
• Collaboration with PSC Leadership to suggest updates to department Knowledge Base (Wiki)
• Commitment to reviewing all training communications, coaching opportunities, as well as continual review and reflection upon all PSC information content sources. Such as Wiki, SharePoint, and other department websites

Requirements:

• Entry level understanding of Customer Service Principles
• Entry Level understanding of Technical Skills
• Customer Service and/or Technical background
• Availability to work a flexible schedule that may include nights, weekends, holidays, and on-call rotation
• Ability to work within tight time constraints and maintain call quality, provide excellent customer service and provide detailed, accurate and quality documentation
• Strong communication skills and proven track history of excellent customer service
• Associates Degree or equivalent experience preferred but not required