Customer Care Representative - Georgia

Customer Care Representative - Georgia

Division:  Membership Services
Work Location:  Alpharetta, GA
Reports to:  Customer Service Manager
FT/PT Classification:  Full Time
 
 
Position Summary

This position is responsible for providing first-line support via phone to external and internal customers, entering trouble calls into an automated call tracking system, ensuring problems are routed or escalated, and other duties as described.  Additional responsibilities to include welcoming visitors, answering, screening and directing switchboard calls, providing clerical support; and managing daily mail.  Must be detailed oriented with a great customer service focus.

 
Accountabilities
  • Provide first-line support primarily via the phone to external and internal customers for all requests for assistance for the organization, including support for product orders, web-based applications, and accreditation/school improvement process-related questions
  • Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems
  • Provide support on contract and project based initiatives
  • Assess customer needs and provide appropriate service and product recommendations
  • Work closely with local and remote staff in supporting the day-to-day operations of the organization
  • Provide at all times a professional, courteous and rapid response to individual users
  • General administrative and clerical support for all organizational levels
  • Welcomes visitors by greeting them, in person or on the telephone; answering or referring inquiries
  • Answer telephone, screen and direct calls
  • Other duties as assigned
 
Competencies
  • Ability to work and communicate effectively with customers
  • Ability to create and maintain cooperative working relationships with other team members
  • Ability to organize, manage, and implement multiple tasks simultaneously with minimal direct supervision
  • Excellent verbal and written communication skills as well as demonstrated ability to communicate at all levels of the organization
  • Ability to work and communicate effectively using Microsoft Word, Outlook, Excel, and PowerPoint and other software and web-based applications

 

Metrics
  • Attainment of goals set forth in professional growth plan
 
Environment
  • Follows the AdvancED code of ethics in all respects
  • Fosters positive and collaborative working relationships across the organization to accomplish organization-wide goals
 
Annual Travel Requirements
  • 5% annually
 
Qualifications & Experience
  • At least one year experience in a high volume call center
  • 5 years’ experience in customer service environments, supporting customized applications and processes
  • Proficiency with computer skills and Microsoft Office Suite
  • Supervisory experience is a plus
  • Spanish/English bilingual ability is a plus
 
Education
  • Bachelor’s Degree is preferred
 
Application Process
To apply, visit the AdvancED Career Center: Customer Care Representative - Georgia
 
Follow the system prompts to submit your application. First-time visitors must register before starting the application process.