JOB TITLE: Subject Matter Expert Customer Service Representative

REPORTS TO: Supervisor, Contact Center

DEPARTMENT: Candidate Services

LOCATION: 7941 Corporate Dr. Nottingham, MD 21236

JOB OVERVIEW

In this position you will provide next level call center service support by means of handling escalated issues, inquiries and live floor support to Customer Service Representative on the floor. We are looking for customer- and client- oriented, self-driven, critical thinking people who are ready to excel in the next stage in their Prometric career.

COMPANY BACKGROUND

Prometric (www.prometric.com) 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.

PERKS

• Comprehensive Healthcare Benefits for eligible team members
• Accrued Paid Time Off/Sick Time
• Generous Employee Referral Program
• 401K Employer sponsored retirement savings program
• Employee Assistance Program

RESPONSIBILITIES

• Provide immediate support to the floor via chat with instant turnaround in answering questions to assist CSRs (Customer Service Representatives)
• Provide support and resolutions with a helpful and educational demeanor
• Take on first level of escalations for candidates, clients Regional or In Facility Test sites
• Work assigned SalesForce cases escalated from the Client Service Team or Supervisor.
• Assist in projects and initiatives.
• Track, disposition, and raise awareness on escalations, trending, and emerging issues to the leadership team
• Perform other duties as assigned
• Proactively work to minimize escalations, event cancellations and operational inefficiencies.

QUALIFICATION REQUIREMENTS

EDUCATION

• High school diploma or equivalent

EXPERIENCE

• 1 year of customer service experience preferred (call center, retail, restaurant, etc.)

SKILLS

• Master all or most existing state/clients in Nurse Aide portfolio.
• Lead by example and model and exhibit professionalism always with candidates, clients and team members.
• Know and support Nurse Aide departmental procedures and keep up to date as they change.
• Be a role model of effectively promoting and adopting change.
• Demonstrate competency and establish trust to handle high level escalations through ongoing call handling etiquette and professionalism.
• Maintain a balance between satisfying candidate's needs and the organization's needs
• Knowledge or willingness to learn how to do additional tasks.
• Not currently on any warnings
• Self-motivated
• Excellent verbal, written and interpersonal skills
• Exceptional decision-making ability
• Desired skills: leads by example, willing to share skills, knowledge and expertise, desire to help others succeed, gives constructive feedback and guidance, and motivates others

PHYSICAL JOB REQUIREMENTS

• Ability to sit for extended periods of time