College Board's Operations division (122 ppl) aims to be a world class digital assessment delivery and customer engagement organization that supports millions of students and thousands of test centers, annually. Operations is also leading the College Board's exciting transformation to support delivery of digital assessments.The Customer Engagement department (55 ppl) is a combination of teams that support our key constituents, including students, parents, educators, and our state partners representing approximately 2 million contacts per year. This integrated team serves as the organization's 'top escalation point' and represents the voice of the customer, partnering across the organization to help improve the overall customer experience.
About the Opportunity
The Customer Care team handles our most time sensitive and escalated issues and is known for delivering high quality customer service to students, parents, and educators participating in any College Board program. As a Specialist, Customer Care, you will be responsible for managing all SAT, PSAT, AP and CLEP escalated customer service matters to full resolution while identifying issue root cause and reporting back to team leadership to support continuous improvement. The Customer Care Specialist reports directly to the Director, Customer Care Services. You will work closely with internal and external stakeholders and partners to ensure compliance with policies and business procedures while identifying continuous improvement opportunities.
In this role, you will:
Provide Exceptional Customer Service (75%)
Be an expert in College Board policy and processes that impact customers and the operational procedures necessary to resolve customer inquiries.
Serve as business contact between the customer service operations group and all of the internal departments and external vendors to address and resolve processing exceptions and/or escalated customer service cases. Establish a strong relationship with each of the College Board departments listed above and external vendors, specifically the various customer service outsourced partners.
Communicate effectively, verbally and in written format case status, as well as complex Program policies to consumers, to include students, parents, High School Guidance Counselors and College/University Admissions Personnel.
Work within aggressive timelines and with extremely sensitive student cases.
Handle high volume caseloads while ensuring that cases are researched and closed within established timelines.
Learn multiple customer service and operational system applications required to manage escalated customer service cases.
Take a hands-on approach to lead resolution and root cause analysis of assigned customer service escalated cases.
Conduct manual processes to implement exceptions workarounds.
When necessary, provide manual support for data entry and exceptions.
Provide support of other work across Operations Division as needed to support shared goals.
Complete Special Projects and Continuous improvement (25%)
Provide operational readouts and status on customer inquiries and trends within College Board and/or externally with customers
Assist with customer outreach for special projects
Provide input to the voice of the customer initiative helping to drive continuous improvement and improved customer experience
Perform other related duties and projects as assigned
Identify and communicate process improvements and quality checkpoints, as well as multiple Program policies driving customer complaints/concerns
You have:
3-5 years of customer service experience managing customer escalations in a high-volume customer service operation (required)
The ability to act in a highly collaborative way with the ability to influence others and build strong relationships across internal and external stakeholders.
Excellent written and verbal communication skills, including the ability to communicate complex and sensitive issues.
Effective planning, prioritization, and problem-solving skills.
Computer literacy, including Microsoft Office applications
The ability to manage relationships with peers as well as multiple levels of management
Ability to use quantitative and qualitative data to identify trends to inform continuous improvements to enhance the customer experience
The ability to be flexible and quickly adapt to new methods, situations, and requirements
The ability to travel 4-6 times a year to College Board offices and/or vendors.
A college degree (preferred)
Authorization to work in the USA for any employer
About Our Benefits and Compensation
College Board offers a strong compensation and benefits package that attracts top talent looking to make a difference in education.
Our robust benefits package includes health, dental, and vision insurance, tuition assistance, paid time off, paid parental leave, retirement benefits with a generous matching program, and more.
We reward performance through annual bonuses and provide opportunities for salary growth over time through base compensation increases, merit raises and promotions.
We believe in compensating staff members fairly in relation to each other, their qualifications, and their impact. The salary range for a new employee in this position is $32,000 to $58,000. The salary offer of an individual candidate within this range is specific to their location and qualifications.
Each salary offer is determined carefully using internal and external benchmarking and adjusting for the candidate's location. You will have an opportunity to discuss salary in more detail after you begin the application process.
As a self-sustaining non-profit organization with global impact, College Board offers a job that matters, a team that cares, and a place to learn, innovate and thrive!
