What are the responsibilities and job description for the Client Care Specialist position at Cognia?
This is a temporary position working in our client care center. Client care center agents work remotely from their home offices, occasionally visiting the corporate office for meetings or additional training.
We seek passionate people from diverse backgrounds who are committed to helping improve the work of schools as a trusted partner in advancing learning. By joining the Cognia team, you will be immersed in a community of energetic and resourceful people dedicated to a common vision to impact and inspire education providers to advance and enable pathways of success for all learners. At Cognia we have developed a holistic approach to education that empowers schools to create real outcomes and optimize learning for students of all backgrounds, servicing more than 36,000 institutions, 5 million teachers, and 25 million students in 85 countries. When you join Cognia, you join a team of experts passionate about our mission and embracing our core values in everything we do.
NATURE AND SCOPE:
The Client Care Specialist I provides first-line support via phone, email, or live chat to external and/or internal customers, entering calls into an automated call tracking system, ensuring problems are routed or escalated, and other duties as described. Applies basic technical knowledge, problem solving skills and intermediate customer support experience to resolve technical and non-technical assessment inquiries across different browsers, devices, operating systems, products, and applications. Interacts and collaborates with cross-functional teams and demonstrates cross-functional knowledge in support of accreditation/school improvement process or multiple contracts.
PRINCIPAL ACTIVITIES:
- Provide first-line support primarily via the phone to external and/or internal customers for all requests for assistance for the organization, including support for product orders, web-based applications, and accreditation/school improvement process or contract specific assessments to address customer inquiries.
- Provide consistent, professional, courteous, and rapid responses to individual users.
- Resolve problems by clarifying issues; research and explore answers and alternative solutions; implement solutions; escalate unresolved problems.
- Apply intermediate knowledge to address customer inquiries.
- Apply basic application and software troubleshooting skills for different devices, operating systems, browsers, and download and installation of software.
- Log customer calls into the ticketing system.
- Provide support on contract and project-based initiatives.
- Maintain regular and punctual attendance.
- Perform duties and fulfill responsibilities that may, from time to time, include related or unrelated tasks.
JOB REQUIREMENTS:
Education & Experience:
- High School Diploma or GED required
- Minimum of one (1) year of related customer service experience required
Competencies:
- Excellent written and verbal communication and listening skills.
- Basic knowledge of and experience with modern technology.
- Ability to work in a team environment, communicate effectively with others, and express ideas.
- Ability to multi-task, manage multiple workloads, take accountability, and deliver results to meet competing priorities.
- Ability to download and install software, learn new software and technology skills, and basic troubleshooting skills for browser and operating system related issues.
- Ability and temperament to support high call volume in a high pressure, high stakes environment.
- Ability to work and communicate effectively using Microsoft Word, Outlook, Excel, and PowerPoint and other software and web-based applications
