Subject Matter Expert Customer Service Representative

About Us: Prometric is a leading provider of technology-enabled testing and assessment solutions to many of the world’s most recognized licensing and certification organizations, academic institutions, and government agencies. We support more than 7 million test takers annually at our testing locations in 180 countries around the world. With over three decades of experience working with clients of all sizes across a multitude of industry sectors, our mission is to design and deliver the highest quality and most innovative testing solutions anytime, anywhere.

JOB TITLE: Subject Matter Expert Customer Service Representative (Internal Role)

REPORTS TO: Supervisor, Contact Center

DEPARTMENT: Candidate Services

LOCATION: 7941 Corporate Dr. Nottingham, MD 21236

JOB OVERVIEW

In this position you will provide next level call center service support by means of handling escalated issues and supporting the floor. We are looking for customer- and client- oriented, self-driven, critical thinking people who are ready to excel in the next stage in their Prometric career.

COMPANY BACKGROUND Prometric (www.prometric.com) is a trusted test development and delivery provider to more than 300 organizations worldwide. Prometric serves as an industry gatekeeper, ensuring that people legitimately earn the credentials they seek to achieve, and thereby guaranteeing a fair testing experience for all who come through our doors.

PERKS

· Comprehensive Healthcare Benefits for eligible team members

· Accrued Paid Time Off

· Generous Employee Referral Program

· Employee Growth Program

RESPONSIBILITIES

· Provide support to the floor with quick turnaround in answering questions to assist CSRs (Customer Service Representatives)

· Providing support and resolutions with a helpful and educational demeanor

· Take on first level of escalations for candidates, clients Regional or IFT sites

· Work assigned SalesForce cases escalated from the Client Service Team or Supervisor.

· Assist in projects and initiatives.

· Lead and or assist with training.

· Track, disposition, and raise awareness on escalations, trending, and emerging issues to the leadership team.

· Perform other duties as assigned.

· Proactively work to minimize escalations, event cancellations and operational inefficiencies.

· Available to work in-office between core hours of 8am-6pm or flexible hours as required. 

QUALIFICATION REQUIREMENTS

EDUCATION

· High school diploma or equivalent

EXPERIENCE

· 1 year of customer service experience (call center, retail, restaurant, etc.)

SKILLS

· Master all or most existing state/clients’ portfolio.

· Model and exhibit professionalism always with candidates, client and team members.

· Know and support departmental procedures and keep up to date as they change.

· Be a role model of effectively promoting and adopting change.

· Demonstrate competency and establish trust to handle high level escalations through ongoing call handling etiquette and professionalism.

· Maintain a balance between satisfying candidate’s needs and the organization’s needs

· Knowledge or willingness to learn how to do additional tasks.

· Not currently on any warnings

· Average quality score of 95% or 4-5 rating*

· Self-motivated

· Excellent verbal, written and interpersonal skills

· Exceptional decision-making ability

· Desired skills: leads by example, willing to share skills, knowledge and expertise, desire to help others succeed, gives constructive feedback and guidance, and motivates others

PHYSICAL JOB REQUIREMENTS

· Ability to sit for extended periods of time

Prometric is an Equal Employment/Affirmative Action employer. We do not discriminate in hiring based on sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected Veteran status, or any other characteristic protected by federal, state, and local law.

Prometric is an Equal Employment/Affirmative Action employer. We do not discriminate in hiring based on sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected Veteran status, or any other characteristic protected by federal, state, and local law.