Customer Service Specialist Team Lead

The College Board, a national educational organization, is conducting a search for a Customer Service Specialist Team Lead.  The Lead Customer Service Specialist is the individual in the College Board Operations department primarily responsible for assisting in the daily operations that support the SAT program and its customers.  This includes identifying process improvements and coordinating with appropriate Operations staff to evaluate current practices and foster continuous improvement. Additionally, this individual would be responsible for translating SAT program policies into both operational processes and external communications. 

 

ResponsibilitiesWork closely with key vendor managers, as well as partners within the customer service call center sites to ensure that compliance to established SAT policies and business proceduresWork closely with members of the SAT Program group and other Operational business partners to ensure that all SAT customer service cases are properly processed and resolved within a timely mannerResponsible for overseeing the daily coordination and successful resolution of cases and exceptions, while ensuring that the resolution is within the specified SAT guidelines and policies 

· Serve as business contact between the SAT Operations group and all of the internal departments and external vendors to address and resolve processing exceptions and/or escalated customer service cases

· Lead a team of specialists in acting as their first means of escalation in case resolution. Responsible for the performance of their team and their productive output.

 

Qualifications

College Degree preferred. Solid Customer Service background and solid progressively responsible experience in back-office operations are required. Strong process improvement experience required. Experience in a high-volume consumer operations required. Additional qualifications include:

Deal with multiple competing demands with service focusAbility to communicate complex issues and drive to resolutionAbility to manage a group of individuals that handle high volume and sensitive customer service mattersHighly collaborative individual with ability to influence others and build strong professional relationshipsSolid organizational, time & task management skillsFlexibility and desire to quickly adapt to new methods, situations, and various requirementsStrong analytical thinking and structured problem solving abilityExcellent communication (writing, speaking, presentation) and interpersonal skillsComputer literacy, including Microsoft Office applicationsAbility to work independently and as part of a team

 

 

 

Apply

If you are interested in joining the College Board as the Customer Service Specialist Team Lead and you meet our qualifications, we encourage you to APPLY by visitng the Careers page of our website at www.collegeboard.com/career and search by job title. Send us your resume and a brief introductory cover letter that includes salary expectations. 

 

Mission

The College Board’s mission is to connect students to college success and opportunity, with a commitment to excellence and equity in education.  Among our best-known programs are the SAT®, PSAT/NMSQT® and the Advanced Placement Program.®

 

Benefits

The College Board's excellent benefits package includes 4 weeks of vacation, tuition reimbursement, and a generous retirement savings plan. 

Please understand that only qualified candidates will be contacted. The College Board is committed to diversity in the workplace and is an equal opportunity employer.