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Customer Care Specialist

Company: The College Board
Location: Reston
Posted on: March 28, 2020

Job Description:

The College Board, the national educational organization, is conducting a search for an Customer Care Specialist for our Operations department. This position is based in our Reston, Virginia office.About the College BoardWe are a mission-focused organization that believes that investing in education is investing in the future. From our earliest days, we have devoted ourselves to educational opportunity and achievement. We have promoted innovation, equity, and excellence for generations of students. We are advocates for children and parents; we empower teachers and educators, and we are a strong presence in thousands of schools and communities across the country through programs and services - the SAT, Advanced Placement (AP--) and Pre-AP are just a few. Our work falls broadly into four categories: College Readiness, College Connection & Success, Student Opportunities, and Advocacy.

Named by Fast Company as one of the most innovative education companies, the College Board is a mission-focused organization. This job requires a strong focus on improving educational opportunities and outcomes, particularly for disadvantaged students, in the context of a competitive business environment.About the RoleThe Customer Care Specialist is the individual in the College Board customer service department primarily accountable for serving as point of contact on all SAT, PSAT, AP and CLEP escalated customer service matters. Additionally, this individual is responsible for ensuring that all new SAT, PSAT, AP and CLEP Operations process exceptions are identified and resolved. The Customer Care Specialist reports directly to the Associate Director, Customer Care Services.

The Specialist will also work closely with members of the College Board Program groups and other Operational business partners to ensure that all customer service cases/escalations across programs are properly processed, handled, and resolved within SLA. This includes both the execution and communication of known alternate flows and exceptions resolutions.What you'll do



  • 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.
  • Must fully understand all of the College Board Program(s) operations processes, particularly those impacting Customer Service. Must understand these operational activities from end to end to ensure all escalated cases are adequately addressed across all of the affected departments and vendors.
  • Ability to effectively communicate, 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.
  • Ability to work within aggressive timelines and with extremely sensitive student cases.
  • Ability to handle high volume caseloads while ensuring that cases are researched and closed within established timelines.
  • Ability to learn multiple customer service and operational system applications required to manage escalated customer service cases.
  • 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.


    About you



    • College Degree preferred
    • Solid Customer Service background
    • Solid progressively responsible experience in back-office operations required.
    • Strong process improvement experience required.
    • Experience in a high-volume consumer operation --- potentially including e-commerce, in-bound mail processing, customer inquiry / customer service processing required.


      More about you



      • Deal with multiple competing demands with service focus
      • Ability to communicate complex issues and drive to resolution
      • Ability to manage relationships with peers as well as multiple levels of management
      • Highly collaborative individual with ability to influence others and build strong professional relationships
      • Solid organizational, time & task management skills
      • Flexibility and desire to quickly adapt to new methods, situations, and various requirements
      • Excellent group facilitation skills
      • Strong analytical thinking and structured problem-solving ability
      • Excellent communication (writing, speaking, presentation)
      • Strong interpersonal skills
      • Computer literacy, including Microsoft Office applications
      • Ability to work independently and as part of a team


        BenefitsWe offer our employees an outstanding benefits package which includes 4 weeks of paid time off, a generous retirement savings plan, tuition reimbursement and ongoing professional development and training.MissionOur mission is to clear a path for all students to own their future.EEOC Statement The College Board is committed to diversity in the workplace and is an equal opportunity employer. The College Board participates in E-Verify, a service of DHS and SSA, where required.

Keywords: The College Board, Reston , Customer Care Specialist, Other , Reston, Virginia

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