About the Role
Customer Service Advisor
Job Req:3702
Community:Call Center
Location:United States
Date Posted:Mar 4, 2024
Remote Type:Remote
Job Description
Customer Service Advisor
Remote – US
The Opportunity:
Anthology offers the largest EdTech ecosystem on a global scale, supporting over 150 million users in 80 countries. Our mission is to provide dynamic, data-informed experiences to the global education community so that learners and educators can achieve their goals.
We believe in the power of a truly diverse and inclusive workforce. As we expand globally, we are committed to making diversity, inclusion, and belonging a foundational part of not only our hiring practices but who we are as a company.
For more information about Anthology and our career opportunities, please visit www.anthology.com.
Student Success brings virtualized support and technology enabled solutions to the worlds most progressive institutions. We provide IT Help Desk and comprehensive Student Lifecycle Management services that improve student engagement and accelerate learning. Our platform gives institutions an efficient, financially sustainable way to deliver services through the enrollment and learning process. Our goal is to build a better educational experience for everyone by extending institutional resources to meet the growing demands of learners.
We are looking for talented Customer Service Advisors to join our team. Advisors work in a dynamic, fast-paced environment and spend their time interfacing with students, faculty and staff of Higher Education and K-12 institutions. Utilizing multiple technologies, advisors identify, diagnose, and resolve issues reported by end users.
Student Success offers remote, work from home opportunities with immediate availability and schedules that offer flexibility.
Position responsibilities:
- Demonstrating empathy, patience, and soft skills during phone calls
- Managing and resolving identified client issues for assigned customeraccounts
- Documenting information into web-based ticketing system
- Searching and navigating knowledge base and integrated customer information systems to identify appropriate resolution for clientissues
- Escalating unique issues or inaccurate information contained in knowledge base to the immediate supervisor forresolution
- Projecting favorable image of the company to promote its objectives and goals that enhance clientrelationships
- Following specified call flow to maximize effectiveness andefficiency
- Adapting to dynamic call center environment with variance in daily break times
- Working in adherence to assigned shift, which could include weekends andholidays
- Participating in internal training programs to expand knowledge and support multipleclients
- Providing delightful, efficient, and accurate resolution to customer inquiries
- Handling multiple job tasks at one time and escalating issues in a timely manner
The Candidate:
Required skills/qualifications:
- High School diploma or equivalent combination of education and experience
- Must be at least 18 yearsold
- A stable history of employment
- You must have a quiet, distraction-free work environment without any conflicting responsibilities during your scheduled workshift
- Experience using internet-based browsers such as Chrome, Firefox, Safari
- Strong computer knowledge, including the ability to accurately type at least 25wpm
- Ability to take inbound (voice) phone calls in a conversation-heavyenvironment
- Excellent oral and written communication skills
- Proficiency in MS Office computer applications, including Word and Excel and willingness to learn new technologysystems
- Experience using a laptop or desktop computer, including multiple applications, windows, andmonitors
- Familiarity with education-related technologies
- Excellent critical thinking and problem-solving skills
- Analytical orientation with strong attention to detail
- Full professional proficiency in written and spoken English (equivalent to CEF B2 level or above)
- Willing to accept a temporaryassignment
- Must reside within an approved state*