Opportunity at a Glance
This position will respond to internal and external customer requests through the company’s customer database by entering new and updated customer and account information, answering inquiries, resolving problems, and fulfilling requests by email, phone, or chat. The position also assists in resolving escalated issues from Customer Care Specialists I.
Continuously evaluates and identifies opportunities to drive process improvements that positively impact the customer’s experience
Serve as primary point of escalation for customer care specialist tier I issues
Resolves product or service problems by clarifying the customer’s complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, following up to ensure resolution
Identifies cross-selling opportunities and refers leads to the sales-team for follow up
Leads or assists with special projects as assigned designated by the customer service manager
Provides customer service via phone, email, or chat by answering questions concerning corporate products, services, accounts, and updates customer data
Responsible for importing and exporting data from various systems to be analyzed and imported into the Company’s CRM; performs quality assurance of importing of reports
Fulfill and support customer requests and orders
Contributes to the maintenance and update of department policies and procedures
Updates job knowledge by participating in educational opportunities
Knowledge of MS Office Outlook, Excel and Word
Demonstrates proficiency and complete utilization of CRM; Salesforce.com experience is a plus.
Strong verbal and writing skills
Mastered knowledge about Company products and services
Overall understanding of the sales process from conception to completion
Track record of successfully handling escalated customer interactions
Strong people skills
Keen problem solving abilities
Ability to multi-task
Strong prioritization skills
Able to work in an autonomous and entrepreneurial type environment
We are proud to be an EEO employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing. Thank you for applying for this outstanding opportunity today.
Who We Are
The purpose of Adtalem Global Education is to empower students to achieve their goals, find success, and make inspiring contributions to our global community. Adtalem Global Education Inc. (NYSE: ATGE; member S&P MidCap 400 Index) is a leading global education provider and the parent organization of Adtalem Educacional do Brasil, American University of the Caribbean School of Medicine, Becker Professional Education, Carrington College, Chamberlain University, DeVry University and its Keller Graduate School of Management, Ross University School of Medicine and Ross University School of Veterinary Medicine. For more information, please visit adtalem.com.