Senior Call Center Representative

About Edcor | A Higher Degree of Tuition Management:

Edcor provides industry-leading tuition assistance and advisory services for client employees. Edcor’s innovative web-based solution provides high-quality, high-value service to our valued clients. Our transaction processing excellence, partnered with our client-centric advisory services, help companies link their tuition assistance programs with their overall benefit and education strategies. We set the industry standards using our patented processes to achieve the highest quality service, innovation, and security for our clients. We have saved our clients millions of dollars by reducing demand on in-house resources, decreasing overhead, and effectively managing expenditures.

Edcor, a certified woman-owned company, is widely known as the industry leader in the administration of corporate tuition & education benefits.

Summary:

Edcor is seeking Senior Customer Service Representatives (11:00am-8:00pm Shift) who are responsible for providing exceptional customer service to customers inquiring about their tuition assistance program requests, payment requests and other program related questions. Customer Service Representatives are the front line for our customers and the face of Edcor. The majority of contacts coming into the Edcor Contact Center are resolved at this level because of our commitment to “First Call Resolution.”

Essential Duties and Responsibilities: (Other duties may be assigned)

• Responds consistently to all customer questions with complete and correct information
• Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems
• Utilize a variety of tools developed to assist Customer Service Representatives in providing accurate and consistent information
• Maintains contact center database by entering contact notes and important contact information
• Ability to meet or exceed expectations of job performance which includes contact monitors, Key Performance Indicators (KPI), and Service Level Agreements (SLA)
• Responsible for complying with established Company policies and procedures
• Keeps equipment operational by following established procedures; reporting malfunctions
• Updates job knowledge by participating in educational opportunities
• Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments

Additional Senior Contact Center Specialist Duties:

• Acts as a policy expert by providing second level escalation support for telephone and/or chat contacts
• Responds to high specialty telephone queues such as client or school/university inquiries
• Professionally provides mentorship and feedback to peers regarding their performance and contact scorecard
• Understands the pivotal role between accurate document processing, call center volumes and client satisfaction
• Works well in a team environment; able to perform other work-related duties as assigned

Skills/ Qualifications:

• Excellent grammar and typing skills
• Effective written communication skills
• Able to navigate effectively through multiple applications using a multi-screen computer environment
• Customer focus with attention to detail
• Problem solving mindset getting to the right answer quickly
• Able to multi-task efficiently and effectively

Job Requirements:

• High School Diploma or equivalent
• 2 to 5 years of customer service experience, preferably within a contact center environment and ideally in a mentorship/lead role
• Basic Computer knowledge (Microsoft Suite, Outlook, Adobe, Internet Explorer, etc.)
• Ability to follow written and/or verbal direction
• Ability to remain flexible and adaptable in a fast-paced environment