Customer Service Administrator
Spectraforce
Hadley, Massachusetts
Remote
2 months ago
Job Description
Title: Customer Service Administrator
Duration: 9 months
Location: Remote
Working Hours: 8am - 4:30pm ET Mon-Fri; 10am-6:30pm ET Mon-Fri
Notes: -Before candidates are short-listed over to the manager, all candidates must complete an assessment at: https://www.ondemandassessment.com/link/index/JB-56B5487AA?u=54562
As soon as you complete the assessment, please share a screenshot of the final screen
Candidates that rank lower than proficient will not be short-listed
The assessment covers: Basic Skills; Typing and Website Navigation. Looking for candidates that score Proficient to Highly Proficient. The assessment must be completed.
Job Summary/Description:
The Customer Service Representative (CSR) is a member of the Customer Contact Center. The CSR is responsible for responding to a high volume of inquiries about the company’s products or services by following standard scripts, policies, and procedures. The Associate Customer Service Representative takes inbound calls, LiveChat, and/or emails from examinees and others regarding teacher certification programs, website issues, complaints, etc.
Minimum Required Skills:
Minimum Education Requirement:
About Us: Established in 2004, SPECTRAFORCE® is one of the largest and fastest-growing diversity-owned staffing firms in the US. The growth of our company is a direct result of our global client service delivery model that is powered by our state-of-the-art A.I. proprietary talent acquisition platform, robust ISO 9001:2015/ISO 27001 certified processes, and strong and passionate client engaged teams. We have built our business by providing talent and project-based solutions, including Contingent, Permanent, and Statement of Work (SOW) services to over 140 clients in the US, Canada, Puerto Rico, Costa Rica, and India. Key industries that we service include Technology, Financial Services, Life Sciences, Healthcare, Telecom, Retail, Utilities and Transportation. SPECTRAFORCE is built on a concept of “human connection,” defined by our branding attitude of NEWJOBPHORIA®, which is the excitement of bringing joy and freedom to the work lifestyle so our people and clients can reach their highest potential. Learn more at: http://www.spectraforce.com
Benefits: SPECTRAFORCE offers ACA compliant health benefits as well as dental, vision, accident, critical illness, voluntary life, and hospital indemnity insurances to eligible employees. Additional benefits offered to eligible employees include commuter benefits, 401K plan with matching, and a referral bonus program. SPECTRAFORCE provides unpaid leave as well as paid sick leave when required by law.
Equal Opportunity Employer: SPECTRAFORCE is an equal opportunity employer and does not discriminate against any employee or applicant for employment because of race, religion, color, sex, national origin, age, sexual orientation, gender identity, genetic information, disability or veteran status, or any other category protected by applicable federal, state, or local laws. Please contact Human Resources at LOA@spectraforce.com if you require reasonable accommodation.
California Applicant Notice: SPECTRAFORCE is committed to complying with the California Privacy Rights Act (“CPRA”) effective January 1, 2023; and all data privacy laws in the jurisdictions in which it recruits and hires employees. A Notice to California Job Applicants Regarding the Collection of Personal Information can be located on our website. Applicants with disabilities may access this notice in an alternative format by contacting NAHR@spectraforce.com.
LA County, CA Applicant Notice: If you are selected for this position with SPECTRAFORCE, your offer is contingent upon the satisfactory completion of several requirements, including but not limited to, a criminal background check. We consider qualified applicants with arrest or conviction records for employment in accordance with all local ordinances and state laws, including the Los Angeles County Fair Chance Ordinance for Employers (FCO) and the California Fair Chance Act (FCA). The background check assessment will consider whether a criminal history could reasonably have a direct, adverse impact on the job-related safety, security, trust, regulatory compliance, or suitability for this role. Such findings may result in withdrawal of a conditional job offer.
At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position’s starting pay is: $15.97/hr.
Duration: 9 months
Location: Remote
Working Hours: 8am - 4:30pm ET Mon-Fri; 10am-6:30pm ET Mon-Fri
Notes: -Before candidates are short-listed over to the manager, all candidates must complete an assessment at: https://www.ondemandassessment.com/link/index/JB-56B5487AA?u=54562
As soon as you complete the assessment, please share a screenshot of the final screen
Candidates that rank lower than proficient will not be short-listed
The assessment covers: Basic Skills; Typing and Website Navigation. Looking for candidates that score Proficient to Highly Proficient. The assessment must be completed.
Job Summary/Description:
The Customer Service Representative (CSR) is a member of the Customer Contact Center. The CSR is responsible for responding to a high volume of inquiries about the company’s products or services by following standard scripts, policies, and procedures. The Associate Customer Service Representative takes inbound calls, LiveChat, and/or emails from examinees and others regarding teacher certification programs, website issues, complaints, etc.
- Trained in and proficient in responding to inquiries across many programs. At a minimum, 10 programs and at least one communication channel.
- Identify customer needs and expectations.
- Responsible for promptly and accurately addressing customer inquiries using various systems and resources (computer systems, published materials, and websites).
- Serve as primary contact for inbound customer issues. Escalate more technical product-related issues to the proper Product Support department.
- Track and document inbound support requests using an established Customer Relationship Management (CRM) system and ensure proper notation of customer problems or issues. Update customer information and ensure accurate entry of contact information.
- Maintain quality service by following established policies and procedures.
- Ensure proper security procedures are followed on all customer interactions.
- Other duties as assigned.
Minimum Required Skills:
- Call Center experience is a plus, but will train the right person.
- Must be proficient in MS Office (Word and Excel), PC operations, web browsing, and web navigation.
- Should have knowledge and experience with Microsoft Office.
- Demonstrate excellent time management, organizational, and problem-solving skills.
- Excellent oral and written communication skills. Spanish language skills are a plus but not required.
- Strong attention to detail and good listening skills.
- Experience with Live Chat is a plus.
- Call Center hours are 8:00am-8:00pmET Monday-Friday & 8:45am-5:15pmET Saturday. Closed on most major holidays.
- Depending upon where they are located, they will work within those time zone hours for their shift. Candidates with Call Center and/or customer service (retail/restaurant) backgrounds are best.
- We are seeking candidates who are detail-oriented and have experience with managing support in line with policy, privacy and HIPAA guidelines.
- We are an information-only Contact Center, providing inbound support to inquiries related to teacher certification testing. There is little outbound calling and no sales or marketing component.
Minimum Education Requirement:
- Experience with a call center management phone system.
- Bachelor’s degree is preferred.
- Or 18 mos. to 3 years of customer service experience. All candidates will need to complete the below link in order to be shortlisted. https://www.ondemandassessment.com/link/index/JB-56B5487AA?u=54562
About Us: Established in 2004, SPECTRAFORCE® is one of the largest and fastest-growing diversity-owned staffing firms in the US. The growth of our company is a direct result of our global client service delivery model that is powered by our state-of-the-art A.I. proprietary talent acquisition platform, robust ISO 9001:2015/ISO 27001 certified processes, and strong and passionate client engaged teams. We have built our business by providing talent and project-based solutions, including Contingent, Permanent, and Statement of Work (SOW) services to over 140 clients in the US, Canada, Puerto Rico, Costa Rica, and India. Key industries that we service include Technology, Financial Services, Life Sciences, Healthcare, Telecom, Retail, Utilities and Transportation. SPECTRAFORCE is built on a concept of “human connection,” defined by our branding attitude of NEWJOBPHORIA®, which is the excitement of bringing joy and freedom to the work lifestyle so our people and clients can reach their highest potential. Learn more at: http://www.spectraforce.com
Benefits: SPECTRAFORCE offers ACA compliant health benefits as well as dental, vision, accident, critical illness, voluntary life, and hospital indemnity insurances to eligible employees. Additional benefits offered to eligible employees include commuter benefits, 401K plan with matching, and a referral bonus program. SPECTRAFORCE provides unpaid leave as well as paid sick leave when required by law.
Equal Opportunity Employer: SPECTRAFORCE is an equal opportunity employer and does not discriminate against any employee or applicant for employment because of race, religion, color, sex, national origin, age, sexual orientation, gender identity, genetic information, disability or veteran status, or any other category protected by applicable federal, state, or local laws. Please contact Human Resources at LOA@spectraforce.com if you require reasonable accommodation.
California Applicant Notice: SPECTRAFORCE is committed to complying with the California Privacy Rights Act (“CPRA”) effective January 1, 2023; and all data privacy laws in the jurisdictions in which it recruits and hires employees. A Notice to California Job Applicants Regarding the Collection of Personal Information can be located on our website. Applicants with disabilities may access this notice in an alternative format by contacting NAHR@spectraforce.com.
LA County, CA Applicant Notice: If you are selected for this position with SPECTRAFORCE, your offer is contingent upon the satisfactory completion of several requirements, including but not limited to, a criminal background check. We consider qualified applicants with arrest or conviction records for employment in accordance with all local ordinances and state laws, including the Los Angeles County Fair Chance Ordinance for Employers (FCO) and the California Fair Chance Act (FCA). The background check assessment will consider whether a criminal history could reasonably have a direct, adverse impact on the job-related safety, security, trust, regulatory compliance, or suitability for this role. Such findings may result in withdrawal of a conditional job offer.
At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position’s starting pay is: $15.97/hr.