Customer Service Specialist

Job Summary: We are seeking a dedicated and detail-oriented Customer Service Specialist 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. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veterans or individuals with disabilities.