Customer Care Specialist

Location: Remote (see details below)

Hours: 40 hours/week, Monday - Friday

About ECE

Celebrating over 40 years of success, ECE is one of the most well-known and respected names in comparative international education. Our main product, an educational credential evaluation, is a report used by counselors, recruiters, registrars, and admissions officers in the U.S. and elsewhere to determine how the academic history of a foreign-educated individual matches up to American grading scales and standards. As the demand for talented professionals has increased around the world, hiring managers have increasingly relied on the expertise of ECE to review the credentials of employees. ECE is a medium-sized nonprofit organization with just over 100 employees.

Summary: ECE customer care staff work in an Omnichannel Contact Center. Our customer care environment combines live chat, AI-assisted support, and voice interactions in one experience. Accurately interprets company policy and procedures, answers customer inquiries, and provides information on fees and services. Addresses customer concerns and explains policies and procedures. Uses sound judgment to determine when and to whom issues should be escalated.

Essential Duties & Responsibilities

Responds to incoming customer requests by providing accurate information to new and existing customers.

Maintains precise records of all customer communication.

Uses appropriate judgment to determine when and to whom to transfer calls to other staff.

Effectively understands policies and procedures to be able to interpret customer needs and problem solve.

Serves as a subject matter expert for all standard ECE product offerings.

Assists customers with website and application navigation and questions. Troubleshoots problems to effectively escalate to technical support when appropriate.

Ensures that the customer receives quality service. Listens attentively and responds effectively to customer complaints.

Manages difficult or emotional customer situations and balances customer needs with organizational policies, creating resolutions that provide customer satisfaction.

Articulates ideas clearly and concisely in a variety of manners through written and verbal communication while adjusting the message to match the request.

Composes professional and informative responses to written inquiries.

Performs other related duties within the scope of the position as required for efficient operation of the organization and support of institutional objectives.