Job Details
**Customer Service/Account Representative**
* Research Triangle Park, NC
* Full Time
* Assessments
* Mid Level
**Summary:** Provides customer service and call center support for clients and candidates by managing specific registration accounts and responding to client and candidate correspondence. **Qualifications** To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. **Essential Duties and Responsibilities** include the following. Other duties may be assigned. * Manages the registration, scheduling, certification, and other fulfillment processes for clients and candidates including meeting deadlines, maintaining databases, processing mailings (admission letters, score reports, confirmation letters, surveys, certificates, etc.), organizing and maintaining necessary supplies (certificates, packets, etc.) and providing general customer service.
* Cross-trains on other and/or all accounts in order to support team members.
* Provides prompt, knowledgeable, and helpful technical and administration support to clients, proctors and candidates who are using Scantrons online systems.
* Corresponds with clients and candidates by phone, e-mail, letters, etc.
* Processes scheduling and registration forms, including eligibility review as necessary.
* Responds to client, candidate, and Scantron employee requests accurately and promptly.
* Assists other departments and team members as needed.
* Experienced with databases and Microsoft Office programs
* Experienced with online applications
* Problem Solving - Identifies and resolves problems in a timely manner; Develops alternative solutions; Works well in group problem solving situations.
* Project Management - Coordinates projects; Completes projects on time.
* Technical Skills - Strives to continuously build knowledge and skills; workingknowledge of Database software and Word Processing software; proficiency in Microsoft Office software, general knowledge of web-based applications, and basic understanding of various internet browsers and operating systems.
* Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
* Interpersonal Skills - Focuses on solving conflict, not blaming; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
* Oral Communication - Speaks clearly and politely in positive or negative situations; Listens and gets clarification; Responds well to questions; Participates in meetings.
* Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
* Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
* Business Acumen - Understands business implications of decisions.
* Cost Consciousness - Conserves organizational resources.
* Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Upholds organizational values.
* Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values.
* Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Includes appropriate people in decision-making process; Makes timely decisions.
* Motivation - Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence.
* Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources.
* Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
* Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
* Quantity - Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly.
* Adaptability - Adapts to changes in the work environment; Manages competing demands; Able to deal with frequent change, delays, or unexpected events.
* Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent.
* Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Completes tasks on time or notifies appropriate person with an alternate plan.
* Initiative - Volunteers readily; Seeks increased responsibilities; Asks for and offers help when needed.
* Innovation - Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas.
*** + a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or
+ a person who was discharged or released from active duty because of a service-connected disability.