Summary:

The SSD Customer Service Representative responds to Tier 1 customer inquiries via email and telephone using scripted responses, for College Board’s SSD call center. This role researches customer service issues in a professional manner and provides timely, relevant and accurate responses.

Responsibilities:

• Perform a variety of tasks associated with customer and client services for the College Board SSD Call Center by responding to routine and sensitive telephone calls.
• Communicate with students, parents, college admissions officers, high school counselors and test center supervisors via telephone contact to provide or obtain information regarding the testing process. On occasion, respond to inquiries face to face with candidates, clients, or internal ETS staff.
• Communicate daily via telephone with examinees, clients, institutions, agencies, and test center supervisors to provide information to respond to inquiries, with emphasis on diplomacy, tact and sensitivity.
• Utilize the PC to input or obtain detailed information and/or access hard copy necessary to respond to requests promptly, accurately, and in accordance with program and departmental procedures.
• Interact with interdepartmental/divisional staff to obtain and provide information necessary to research processing problems which may affect our customers. Identify operational or program related situations and suggest corrective action.
• Adhere to ethical standards and comply with the laws and regulations applicable to your job function

Knowledge/Skills

• Prior knowledge of ADA guidelines is desirable
• Basic proficiency with Microsoft Office products is required along with general PC knowledge
• Ability to perform in a fast-paced environment and adaptable to change
• Good problem solving/decision making skills and time management skills
• Excellent verbal, written and interpersonal communication skills

Education and Experience:

A high school diploma or an equivalent combination of education and experience from which comparable knowledge and abilities can be acquired is necessary.

1-2 years of experience in a service oriented, customer service/call center background, or an equivalent combination of education and experience from which comparable knowledge and abilities can be acquired is necessary.

Shift Flexibility Required: 40 hours per week scheduled, with an increase to 40+ hours during peak seasons. Agent should be available between 930am to 6pm. Weekend /Extended Hours Test day coverage is required.

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COVID-19 Requirements
ETS requires all new hires to either certify that they have been fully vaccinated or request and obtain an exemption due to medical or religious reasons by their start date.

ETS is an Equal Opportunity Employer comprised of people with different experiences, strengths, and backgrounds who share a passion for advancing quality and equity in education. We are dedicated to building teams that reflect the various backgrounds, experiences, and identities of those we serve. The Talent Acquisition team strives to ensure candidates enjoy a fair and equitable hiring process. We believe our differences empower us to be a better team, making better decisions and delivering better results.
From: Educational Testing Service