Customer Service Coordinator

Overview(ISC) ® is an international, nonprofit membership association for information security leaders. We’re committed to helping our members learn, grow and thrive by providing world-class certification programs, education & training, and professional development opportunities that inspire a safe and secure cyber world. With more than 150,000 certified members, we empower professionals who touch every aspect of information security.Position SummaryThe primary objective of the Customer Service Coordinator is to project a professional image and provide excellent customer service in all communications and interactions. Customer Service Coordinators support customers/members by providing helpful information, answering questions, and responding to inquiries in a suitable time frame. They are the front line of support for our members and help to ensure satisfaction with products, services, and features.Responsibilities

Provides accurate, professional and timely assistance to members and candidates during the examination and education registration process.

Resolve customer concerns through the case management system; create cases for each contact handled.

Assists members and candidates with items such as: password resets; contact or profile change requests; “how-to” issues concerning website use; certification process and renewal related issues/inquires; extensions; etc.

Explains products and make recommendations based on customer driven information

Processes payments for annual maintenance fees and diagnoses payment errors.

Registers candidates and members for seminars.

Multitask through multiple web applications: case management system, Live Person Agent Desktop and IntelliVUE, etc.

Recognize, document, and inform the supervisor regarding trends in customer correspondence.

Escalate complex inquires / requests to subject matter experts.

Assist CPE Auditor with non-complex audits and mass continuing professional education (CPE) credits entries.

Miscellaneous duties as assigned.

Qualifications

High School diploma or GED required

Minimum two (2) years of customer service experience preferably in a call center environment

Must have excellent written and verbal communication skills in English

Must have excellent PC skills including MS Office products (Word, Excel, Power Point, Outlook), internet and web applications/navigation;

CRM/database applications experience a plus (i.e. Salesforce)

Skills/Competencies:

Ability to demonstrate and support the 5 Company Core Values: Integrity, Excellence, Unity, Accountability, Agility

Effective organization skills and the ability to multitask

Ability to work effectively in a group or team environment as well as independently with minimal supervision

Ability to interact professionally with a diverse group of people at all levels

Demonstrates flexibility to meet changing business needs

Detail oriented, maintains high quality standards, and good follow-up skills

Ability to problem solve in a timely manner

Ability to handle confidential information with discretion

Service oriented

Physical & Mental:

Regular daily attendance at the (ISC)2 office in Clearwater, Florida

Work extended hours or overtime, when necessary

Work in an office environment using dual monitor computer screens

Sitting for extended periods

Job LocationsUS-FL-ClearwaterPosted Date8 hours ago(5/19/2020 12:13 PM)Job ID2020-1180of Openings1CategoryCustomer Experience