Remote Customer Experience Associate

Collegis Education; United States; Remote; USD 30,000 - 37,000; Full time

Job summary

Collegis Education is seeking a Customer Service Associate for a fully remote role. The position involves handling calls, emails, and chats 24x7x365, with shifts including nights, weekends, and holidays as needed.

You will troubleshoot at first level and escalate as necessary, supported by a comprehensive knowledge base and ongoing training. As frontline in the Personal Support Center, you will document resolutions, maintain professionalism, and collaborate with PSC Leadership and other

Qualifications

• Entry level understanding of Customer Service Principles.
• Entry level understanding of Technical Skills.
• Customer Service and/or Technical background.
• Availability to work a flexible schedule that may include nights, weekends, holidays, and on-call rotation.
• Ability to work within tight time constraints and maintain call quality, provide excellent customer service and provide detailed, accurate and quality documentation.
• Strong communication skills and proven track history of excellent customer service.

Responsibilities

• Be accountable for seeing assigned cases and tasks to completion by providing detailed documentation of all details and troubleshooting steps taken for each support request to eliminate repetitive steps.
• Triage with upper level agents to determine appropriate case resolution measures and implementation of solutions.
• Ensure professional and respectful communication is maintained in all interactions including face to face, over the phone, via email, and chat correspondences.
• Adhere to the appropriate information security policies based on the sensitivity of company data and report any security related issues.
• Proactively work with PSC employees and PSC Leadership to better understand supported environments as well as fostering a collaborative partnership.
• Work with Technical Support Analysts as well as other departments to elevate support requests in the event that a resolution cannot be found at the Customer Service Associate level.
• Focus on understanding and meeting and exceeding customer service level agreements and customer satisfaction ratings.
• Work with PSC Leadership to implement new initiatives and practice coaching requests.
• Maintain an active approach to utilizing the Wiki and suggest updates when necessary.
• Participate in Technical Support Analyst mentoring program and perform peer assigned mentoring of Technical Support Analyst agents.
• Continued development of knowledge and utilization of PSC support tool sets.

Skills

Customer service principles

Technical skills

Communication skills

Education

Associates Degree or equivalent experience

Job description

Collegis Education is seeking a Customer Service Associate for a fully remote role. The position involves handling calls, emails, and chats 24x7x365, with shifts including nights, weekends, and holidays as needed.

You will troubleshoot at first level and escalate as necessary, supported by a comprehensive knowledge base and ongoing training. As frontline in the Personal Support Center, you will document resolutions, maintain professionalism, and collaborate with PSC Leadership and other