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Customer Service Advisor
Posted on 6/21/2022
INACTIVE
Locations
United States
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Customer Service
Management
Requirements
  • A stable history of employment
  • You must have a quiet, distraction-free work environment without any conflicting responsibilities during your scheduled work shift
  • Ability to take inbound (voice) phone calls in a conversation heavy environment
  • Your home workspace must have DSL or Cable Internet that is hardwired into a modem/router via Ethernet
  • Minimum download speed 15 Mbps. Minimum upload speed 5 Mbps and Ping less than 100 ms(Dial up, Wireless, or Satellite internet service cannot be used)
  • Experience using internet-based browsers such as Chrome, Firefox, Safari
  • Strong computer knowledge, including the ability to accurately type at least 25 wpm
  • High School diploma or equivalent required
  • Must be 18 years old or over
  • Excellent oral and written communication skills
  • Ability to take inbound (voice) phone calls in a conversation heavy environment
  • Proficiency in MS Office computer applications, including Word and Excel and willingness to learn new technology systems
  • Experience using a laptop or desktop computer, including multiple applications, windows, and monitors
  • Familiarity with education-related technologies
  • Excellent critical thinking and problem-solving skills
  • Must be able to handle multiple job tasks at one time and escalate issues in a timely manner
  • Some level of college completed
  • Customer service or contact center experience
  • Previous experience in the education industry and e-learning technologies
Responsibilities
  • In a virtual contact center, resolving inbound customer calls and inquiries in a professional and empathetic manner
  • Striving for one-call resolution of customer issues while communicating appropriate options in a timely and professional manner
  • Demonstrating empathy, patience, and flexibility during phone calls
  • Managing and resolving identified client issues for assigned customer accounts
  • Documenting information into web-based ticketing system
  • Searching and navigating knowledge base and integrated customer information systems to identify appropriate resolution for client issues
  • Escalating unique issues or inaccurate information contained in knowledge base to the immediate supervisor for resolution
  • Projecting favorable image of the company to promote its objectives and goals that enhance client relationships
  • Following specified call flow to maximize effectiveness and efficiency
  • Adapting to dynamic call center environment with variance in daily break times
  • Participating in internal training programs to expand knowledge and support multiple clients
  • Providing delightful, efficient, and accurate resolution to customer inquiries
  • Completing special projects as requested by management
Blackboard

201-500 employees

Global educational technology solution
Company Overview
Blackboard's mission is to advance learning with the world's education community, so that all learners, educators and institutions can realize their goals today and prepare for tomorrow.