Customer Care Specialist
College Board – Operations
Full time, Remote
About the Team
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%)
Complete Special Projects and Continuous improvement (25%)
Identify and communicate process improvements and quality checkpoints, as well as multiple Program policies driving customer complaints/concerns
You have:
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.
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!
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