Advanced Associate, Customer Service
Core
Level 2 escalation point for complex customer and service-related issues, ensuring timely resolution for candidates taking assessments/exams.
Role type
Senior IC customer service specialist (escalation & case management)
Builds
Positive customer outcomes for exam candidates and testing center administrators
Domain
Education technology / Assessment services
Deliverable
client delivery
Required skills
Complex issue investigation, SLA monitoring, case management system proficiency, policy interpretation, conflict management, active listening, documentation
Preferred skills
Adaptability to changing business needs, handling ambiguity, cross-functional collaboration
Technologies
Windows, Microsoft 365, Excel, Word, internal case management systems
Responsibilities
Serve as Level 2 escalation point for complex issues; Monitor and maintain Service Level Agreements (SLAs); Accurately capture and maintain customer and case information; Collaborate with internal teams to resolve service delivery challenges; Provide clear directions and troubleshoot issues for candidates; Complete assigned projects and reports to completion.
