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Customer Service Associate II
Ref No.: 18-08911
Location: Seattle, Washington
Title: Customer Service Associate II
Duration: 2 months+
Location: Seattle WA


Job Description:

***MANAGER's NOTE!****
*This is a phone screen to hire. Manager will be shortlisting on Wednesday afternoon/Thursday AM, candidates will be screened Friday if possible.*

•The program administration team for Client's career choice. Tuition benefit for hourly frontline employees. Client pay the schools for workers taking classes. They see payment problems arise and this team fixes those issues.
•Fielding escalations from schools, HR teams at the sites where students are and sometimes students directly coming through email and various queues in salesforce.
•Triggers from email, salesforce case management. End of June, they'll be converting everything over to salesforce
•Figure out: What happened, why isn’t catalog showing what’s its supposed to, why didn’t school get paid?
•Need to have technical skills, problem solving skills. Navigate computer well. Do they have good written communication skills, have they worked in an office environment before? Just 1-2 years of experience is fine. Prefer them not to be fresh out of college and never worked before. Navigate between a bunch of screens, have a good memory and how to flip around and check for it.

HUGE PLUS:
If they’ve ever worked in in AP would be super helpful. Working with Oracle financials AP. They will need to dig around in oracle sometimes to find the answers.
•Team does a daily scrum with everyone working on problems to divvy up the work and see if anyone has barriers. Everyone is still learning and teaching each other, most of the time, you see lots of interaction.
•There are some situations where we do have to reach out to someone outside of Client sot hey have to feel comfortable making phone call.

Shift is 8-4:30, no working from home.
Lots of interaction with team
Perfect candidate will have AP experience!!

Services to be performed
Work in Saleforce queue, remedy ticket queue and email queue and respond to inquiries from students needing tuition support, schools needing help with payments or HR teams representing students.

Required skills
Good technical navigation, written skills (no live calls), problem solving, experience with managing multiple inputs across a day or week, excel skills

Preferred skills
Customer Service, call center/chat experience helpful