Customer Service Representative

ROCS Grad Staffing; Reston (VA); Remote; USD 36,000 - 48,000; Full time

Benefits offered by this job

Remote environment

Flexible dress code

Health and wellness offerings

Team-oriented work environment

Tight knit, family friendly

Office collaboration spaces (when in R

Job summary

ROCS Grad Staffing is seeking a friendly Customer Service Representative for a nonprofit in higher education. You will respond to inquiries from customers by phone, email, fax, mail, and web, documenting conversations in the database and routing complex questions to the right team.

This remote role offers a flexible dress code, wellness offerings, team-oriented culture, and opportunities to grow within a supportive organization that values its employees.

Qualifications

• Some college coursework or equivalent experience.
• 1+ years of directly related customer contact experience recommended.
• Must have strong written and verbal communication skills, including grammar and etiquette.

Responsibilities

• Answer all incoming telephone calls and email inquiries.
• Utilize multiple databases to review and resolve inquiries.
• Document all customer conversations in call tracking system.
• Coordinate responses with appropriate personnel for escalated support.
• Follow up with entities via calls and emails for resolution.
• Process incoming mail and faxes as needed.

Skills

Customer service

Written & verbal communication

Data entry

MS Outlook

Adobe Reader

Active listening

Education

Some college coursework

1+ years customer service experience

Tools

Microsoft Outlook

Adobe Reader

Job description

This Nonprofit Organization is in the higher education community offers career growth and advancement opportunities in a friendly environment while learning the basics of a public service organization. The Customer Service Representative position is primarily responsible for providing prompt, accurate, and courteous responses to questions from customers via telephone, fax, mail, email, and web. This is a great opportunity to get a foot-in-the-door and gain experience with a stable organization that prides itself on valuing its employees.

We Offer:

• Currently working in a remote environment with a well-thought-out training program to make starting virtually a smooth transition
• Flexible dress code
• Original health and wellness offerings
• Team-oriented work environment
• Tight knit, family friendly
• When in office, work in a start-of-the-art office environment with collaborative workspaces & company events

Job Responsibilities:

• Answer all incoming telephone calls and email inquiries.
• Utilize multiple databases simultaneously to review and resolve inquiries related to the applicable service.
• Clearly document all customer conversations in call tracking system.
• Coordinate responses with the appropriate personnel if customer requires an escalated level of support.
• Contact entities as related to incoming calls and emails for follow up and resolution, as appropriate.
• Process incoming mail and faxes, as needed.
• Willingness to learn and commit to company-specific philosophies and principles.
• Some college and 1+ years of directly related experience in an industry with direct customer contact. An equivalent combination of education and experience, including through military service will also be considered.
• Competency with computer skills (e.g., for database, web applications, and email).
• Experience working with Microsoft Outlook.
• Experience with Adobe Reader including opening, printing, and saving PDFs.
• Excellent written and verbal communication skills with an emphasis on proper grammar, etiquette, active listening, and vocal qualities such as tone, inflection, and enunciation. Strong critical thinking and proven ability to adapt to changing priorities and procedures.