Collegis Education is a marketing and technology education solutions company that offers industry-leading services for colleges and universities of every size in every sector. Using a proactive and data-driven approach, Collegis Education empowers institutions to make a broader impact by providing insights that help grow enrollments, improve student outcomes and optimize expenses. With several decades of experience working within the higher education industry, the team at Collegis Education was founded within the walls of a college and expanded to help change more lives through education. Currently, the infrastructures established by Collegis Education support more than 40,000 students nationwide. For more information about Collegis Education, please visit www.CollegisEducation.com.
The Customer Service Associate serves as the front line to the PSC (Personal Support Center). They are actively fielding calls, emails and chats with a goal of exceeding established service level agreements. Customer Service Associate will perform first level problem determination and troubleshooting as well as attempt to implement a resolution. If additional access or a higher level of knowledge about the environment is required to implement a solution the Tier 1 agent will utilize appropriate escalation processes to transition the caller to the correct path for resolution of their reported concern. Customer Service Associate is managed on their performance, customer service, and continued commitment to success and learning. Customer Service Associate will be granted access to a comprehensive knowledgeable base to assist them with resolution of problems as well as various training sessions to attend.
In addition to Telephone Support, Customer Service Associate will also help support customers through Chat and Email Mediums simultaneously. The support department runs 24x7x365 and Customer Service Associate may work varied shifts that could include nights, weekends, and holidays. Assignments of duties and daily tasks can change on a regular basis and focus can be reflected in a change in accounts supported.
Communication & Professionalism:
The Customer Service Associate’s role is one that supports various clientele in technical and non-technical scenarios. Maintaining excellent customer service and professional communication is critical to the success of individuals within this position.
Teamwork & Collaboration:
Teamwork and collaboration with PSC employees and outside departments are critical elements to being successful within the PSC. The Customer Service Associate is a focal point for all inbound activities and it is critical to convey and maintain a collaborative environment to ensure the support requests are resolved in a proper and positive manner. It is of utmost importance that PSC staff members maintain a reassuring and positive atmosphere for the caller.
Commitment to Learning:
The PSC is a place in which systems and support models rapidly change. Support topics can vary on a day-to-day basis but can include PC & MAC troubleshooting (Hardware, Software, Network Connectivity, etc.), assisting with navigation and proper function of a Learning Management System (Online School Environment), as well as other current and future topics that will be introduced on a consistent basis. Being able to quickly learn these environments and manage the day-to-day variance is critical. Following and participating in the development of internal Personal Support Center policies and procedures will ensure a consistent approach to case management.
Requirements:
EDUCATION, CERTIFICATIONS AND LICENSURES:
Collegis Education is committed to the policy that all persons shall have equal access to its programs, facilities, and employment without regard to race, color, creed, religion, national origin, sex, age, marital status, disability, public assistance status, veteran status, or sexual orientation.
Job Type: Full-time
Pay: $11.00 – $12.00 per hour
Benefits:
Schedule:
Application Question(s):
Work Location: Remote