US-Remote Job_ID 2022-1331 of Openings 2 Category Customer Experience Overview (ISC) is the world’s largest nonprofit membership association of certified cybersecurity professionals.
We’re committed to helping our members learn, grow and thrive by providing world-class cybersecurity qualifications, professional development and engagement opportunities that inspire a safe and secure cyber world.
With more than 165,000 certified members, we empower professionals who touch every aspect of information security.
Position Summary The primary objective of the Customer Experience Advisor (CEA) is to project a professional image and provide excellent customer experience in all communications and interactions.
This is a key role within the organization as you are the face and voice of our customers and our Human Brand.
You are the front line of support for our customers answering the their questions and enquires to ensure satisfaction with our products, and services, and (when applicable) actively promoting new services.
This is not a conventional call center role with the focus on customer experience as opposed to handling time.
With this in mind, the CEA must be passionate about customer experience and providing world-class service to our customers to achieve both individual and company objectives.
Must be local to the Tampa Bay Florida or Washington DC area Responsibilities Provide a high-quality experience to our customer at all times, through multiple communicatuion channels achieving designated KPI’s associated with the role.
Actively promote products and services to our customers.
Explaining products and making recommendations based on customer driven information Actively seeks opportunities to reduce customer effort and friction to improve customer satisfaction and drive loyalty Manages day to day contacts:
– Delivers accurate, professional and timely support to customers during the examination and education registration process and strive to achieve first time resolution on every contact.
– Resolve customer concerns through the case management system; create cases for each contact handled.
– Assists customers and candidates with items such as: password resets; contact or profile change requests; “how-to” issues concerning website use; certification process and renewal related issues/inquires; extensions; etc.
– Processes payments for annual maintenance fees and diagnoses payment errors.
– Registers customers for seminars.
Multitask through multiple web applications: Case Management System, Live Person Agent Desktop and IntelliVUE, etc.
Recognize, document, and inform the regional manager regarding trends in customer correspondence.
Escalate complex inquires / requests to subject matter experts.
Assist CPE Auditor with non-complex audits and mass continuing professional education (CPE) credits entries.
Miscellaneous duties as assigned.
PM18 Qualifications High School diploma or GED Minimum three (3) years of customer service experience preferably in a call center environment Must have excellent written and verbal communication skills in English Must have excellent PC skills including MS Office products (Word, Excel, Power Point, Outlook), internet and web applications/navigation CRM/database applications experience a plus (i.e.
Salesforce) Skills/Competencies: Must be able to demonstrate and support the 5 Company Core Values: Integrity, Excellence, Unity, Accountability, Agility Passionate about customer experience and has the ability to put the customer and candidate at the heart of all interactions.
Effective organization skills and the ability to multitask.
Ability to work effectively in a group as well as independently with minimal supervision while maintaining a high level of quality.
Able to assimilate knowledge and information relating to customership, exams and the products that we market, and communicate this clearly and with enthusiasm and energy to our customers.
Self-motivated.
Interact in a cooperative and professional manner with others.
Detail oriented and good follow-up skills.
Ability to problem solve in a timely manner.
Ability to handle confidential information with discretion.
Physical & Mental: Candidates must be local to the Tampa Bay Florida or Washington DC area.
Work normal business hours, and occasional extended hours or overtime, when necessary.
Remain in a stationary position, often standing or sitting, for prolonged periods.
Regular use of office equipment such as a computer/laptop and monitor computer screens.
Equal Employment Opportunity Statement All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic as protected by applicable law.
Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.
PI160416839