**Level 2 CSR Customer Service Representative**

White Marsh, MD, USA Req #4202 Thursday, February 3, 2022 **JOB TITLE:**

Level 2 CSR- Customer Service Representative

**REPORTS TO:**

Operations, Manager

**DEPARTMENT:**

Candidate Services

**LOCATION:**

White Marsh, MD

**JOB OVERVIEW**

The role of a Level 2 CSR is to deliver exceptional customer service while ensuring candidates with approved ADA (Americans with Disabilities Act) accommodations exams are arranged respectively while managing candidate complaints, refunds, reimbursements, displacements and appeals are resolved in a timely and compliant manner while working closely with internal teams and clients to implement the best possible solution. As the candidate facing entry point for testing accommodations, critical defects and escalations, Testing Accommodation and Candidate Care Specialist are the key to service excellence utilizing on the spot problem solving, lateral thinking, and process application and cross functional communications to strengthen the value of the Prometrics brand.

**COMPANY BACKGROUND**

Prometric () is a trusted test development and delivery provider to more than 300 organizations worldwide. Prometric serves as an industry gatekeeper, ensuring that people legitimately earn the credentials they seek to achieve, and thereby guaranteeing a fair testing experience for all who come through our doors.

**RESPONSIBILITIES**

Customer Service

* Work directly with candidates to schedule exams, order assistive personnel/equipment/software and process applications needed to ensure a stellar exam experience.

* End to end ownership of the candidate experience. Follow the candidate from registration process through the completion of their testing and post-test related concerns.

* Research/respond to escalations, complaints and referrals from candidates representing Executive team

* Meet or exceed management goals for service levels, metrics KPIs, quality assurance and attendance

* Answer calls within management standards, consistently deliver quality call handling and meet established metric goals

* Maintain punctuality and attendance within company guidelines

Complaint Management

* Ensure that all candidate escalations and complaints are managed to excellent professional standards, abiding by Prometrics terms and policies.

* Demonstrate ownership of candidate issues, urgency, and work proactively with internal Prometric groups to resolve issues in a timely manner.

Continuous Improvement

* Identify and report issues causing complaints to improve processes and procedures.

* Understand current business processes and tools which impact our candidates and work with the necessary owners internally to permanently resolve any defects.

* Share information and knowledge with other teams and team members to reduce the number of repeated issues.

Process and Tools

* Capture all candidate contact accurately and concisely within the data capture systems and ensure data is maintained.

* Follow escalation and complaint procedures in order to ensure that all candidate escalations and complaints are tracked, and keep all relevant parties informed of actions taken to resolve issues.

* Utilize appropriate tools to ensure the candidate always receives relevant and accurate information.

* Manage and oversee actions and high-profile cases to minimize the company's liabilities, including imposing financial penalties against consumers and customers

Subject Matter Expert (SME) and Change Champion

* Know and support ADA, TA and Cares departmental procedures and keep up-to-date as they change.

* Be a role model of effectively promoting and adopting change.

+ Perform other duties as assigned

**QUALIFICATION REQUIREMENTS**

EDUCATION

* High School Diploma

EXPERIENCE

* A minimum of 1-year work experience handling customer escalations

* Experience in case management (clinical or non-clinical) is a plus

* Fundamental understanding of ADA, Escalations and Complaint management environments

* Salesforce experience preferred

SKILLS

* Advanced customer service skills working in a contact center environment

* Ability to manage sensitive candidate concerns in an empathetic and professional manner

* An excellent performance record that demonstrates accountability and reliability.

* Excellent verbal, written and interpersonal skills

* Inquisitive and hungry to explore: every new task is an opportunity for you to learn and improve your skills

* Ability to work on a variety of tasks simultaneously

* Excellent organizational skills

* Ability to adjust to changes in workload

* Working knowledge of Microsoft Office Applications (Teams, Word, PowerPoint, and Excel)

**PHYSICAL JOB REQUIREMENTS**

* N/A

*Prometric is an equal opportunity employer: disability/veteran*

Prometric is an Equal Employment/Affirmative Action employer. We do not discriminate in hiring based on sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected Veteran status, or any other characteristic protected by federal, state, and local law. **Other details**

* Pay Type Hourly