Talent Software Services

Profile

Prefer candidates that have worked here before as contractor, but will consider those with strong experience using Salesforce. Candidates should have excellent research, analysis, and problem-solving skills, with strong attention to detail and stellar communication skills, both written and verbal. A sense of empathy is crucial. The ideal candidate will have a positive, can-do attitude and the ability to "roll with the punches." We seek a top-notch person due to the volume and complexity of the cases.

Department

Customer Experience

Reports To

Senior Director, Career Kickstart, Pre-AP, and Springboard Programs Operations

Job Summary

We are seeking a dedicated and detail-oriented individual to join our team. In this role, you will be responsible for managing and resolving complex customer service cases, ensuring a high level of customer satisfaction and timely resolution. You will act as a liaison between customers and internal departments, advocating for customer needs while upholding company policies and procedures.

Key Responsibilities

• Manage a portfolio of customer service cases from initiation to resolution.
• Serve as the primary point of contact for escalated customer issues.
• Investigate and analyze customer concerns, coordinating with internal teams to provide timely and effective solutions.
• Document all case activities and communications in the CRM system.
• Monitor case progress and follow up with customers to ensure satisfaction.
• Identify trends in customer issues and recommend process improvements.
• Maintain a deep understanding of company products, services, and policies.
• Ensure compliance with company standards and regulatory requirements.

Qualifications

• Associate or bachelor's degree.
• 2 years of experience in customer service, case management, or a related field.
• Strong problem-solving and conflict-resolution skills.
• Excellent verbal and written communication abilities.
• Proficiency with CRM systems (e.g., Salesforce, Zendesk) and Microsoft Office Suite.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Empathy, patience, and a customer-first mindset.

Preferred Qualifications

• Proficiency in case management or ticketing systems.
• Background in the education sector or experience with education management organizations.
• Knowledge or experience in cybersecurity practices and principles.

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Company Information

Talent Software Services
Reston,VA