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Customer Service Agent

Company: College Board
Location: San Juan
Posted on: September 18, 2022

Job Description:

JOB OVERVIEW A Customer Care Representative will provide orientation to our customers about tests, programs, and services. The person should be equipped to provide the best orientation services during calls, emails and in person interaction with our customers. Maintain full knowledge about the organization products and services to best help customers. The person will hold the Confidential Information in strict confidence and will exercise a reasonable degree of care to prevent disclosure to others. Some of the main services will be answering phone calls, emails, and servicing customers and visitors in our facilities, responding to their questions and complaints, and guiding customers through basic troubleshooting or setup processes. The service provided as a Customer Care Representative will include: Handle incoming calls based on a pre-approved scripts/guide Provide basic and accurate information, promotions, and services in-person, and via phone/email Greet and welcome visitors as soon as they arrive to our facilities Receiving and sorting daily mail and handle to the specific unit Ensure reception area or working space is tidy and presentable Address customer issues and resolve them in a timely and efficient manner; follow up to ensure resolution Document customer orientation needs into designated database Participating in weekly agents debriefing meetings and making suggestions for scripts/guide improvements Achieving performance and quality goals on a consistent basis (Call handling metrics) Determine and transfer escalated issues to the designated Call Center Primary contact Maintaining a positive, empathetic, and professional attitude toward customers always Maintain office security by following safety procedures and controlling access via the reception desk High level of confidentiality. Will not disclose, divulge, or reproduce either directly or indirectly the Confidential Information to others unless first authorized to do so. Other services may be required Experience and skills needed to provide this service: Excellent reading and communication skills in Spanish and English (verbal and written) Strong interpersonal skills, including active listening, empathy, and professional integrity Excellent customer service skills, handling customer objections with a professional demeanor Ability to receive and provide constructive feedback and adapt accordingly Computer proficiency and knowledge about Microsoft 365 products as Teams, Word, Excel, PowerPoint, Outlook, OneDrive. Multitasking and solid organizational skills Good analytical and statistical skills Availability to work on site from Monday to Friday Available to work some Saturdays, if needed Availability to provide service in our two locations, Hato Rey and Guaynabo Availability to support test administrations outside of our locations, if neededJob Types: Full-time, ContractSalary: $10.00 per hourSchedule: Monday to FridayApplication Question(s): Do you have excellent reading and communication skills in Spanish and English (verbal and written)?Education: High school or equivalent (Preferred)Experience: Customer service: 1 year (Required) Handle incoming calls: 1 year (Preferred) Microsoft Teams, Word, Excel, PowerPoint, Outlook, OneDrive: 1 year (Preferred) guiding customers through basic troubleshooting: 1 year (Preferred)Work Location: One location

Keywords: College Board, McAllen , Customer Service Agent, Hospitality & Tourism , San Juan, Texas

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