Chat Representative

Edcor is seeking additional Customer Service Chat Representatives to join our operations team. We have full (40 hours) and part time (20 hours) positions available. Every position offers excellent benefits including medical, dental, vision, 401k, disability & life insurance. Edcor offers QUARTERLY bonuses (up to 4 bonuses a year!), merit increases, vacation & sick time! Apply to join our team of innovative Call Center & Chat Representatives.

Variety of shifts available including FT & PT, full benefits, vacation and sick time. Quarterly bonuses and yearly merit increases!

Summary:

Edcor is seeking Customer Service Representatives who are responsible for providing exceptional customer service to customers inquiring about their tuition assistance program requests, payment requests and other program related questions. Customer Service Representatives are the front line for our customers and the face of Edcor. The majority of calls or chat sessions coming into the Edcor Contact Center are resolved at this level because of our commitment to “First Call Resolution.”

Essential Duties and Responsibilities: (Other duties may be assigned)

• Receives inbound live chat sessions from Edcor’s customers regarding their tuition assistance applications, reimbursement requests, and other program related questions.

• Provide all participant employees with respect and empathy- set expectations conservatively, and then strive to exceed those expectations with every contact.

• Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
• Fulfills requests by clarifying desired information
• Maintains contact center database by entering chat log notes and important contact information.
• Responds consistently to all client questions with complete and correct information.

• Utilize a variety of tools developed to assist Customer Service Representatives in providing accurate and consistent information.

• Ability to meet or exceed expectations of job performance which includes call monitors, Key Performance Indicators (KPI), and Service Level Agreements (SLA).

• Responsible for complying with established Company policies and procedures

• Keeps equipment operational by following established procedures; reporting malfunctions.

• Updates job knowledge by participating in educational opportunities.

• Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

Additional Chat Specialist Duties:

• Consistently responding to all client questions and comments with correct grammar and punctuation via chat with complete and correct information.

• Responsible for receiving inbound calls from Edcor’s customers when there are no chat inquiries.

• Works well in a team environment and able to perform other work-related duties as assigned.

Skills/ Qualifications:

• Customer Focus

• Strong Attention to Detail

• Effective Communication

• Efficient Data Entry and Typing Experience

• Effective Listener

• Building Relationships

• Problem-Solving

• Multi-Tasking

Job Requirements:

• High School Diploma or equivalent.

• 1-4 years of customer service experience, preferably within a contact center environment.

• Basic Computer knowledge (Microsoft Suite, Outlook, Adobe, Internet Explorer, etc.)

• Ability to follow written and/or verbal direction.

• Ability to remain flexible and adaptable in a fast-paced environment.

Edcor provides industry-leading tuition assistance, student loan assistance, scholarship administration and advisory services for client employees. Edcor’s innovative web-based solutions provides high-quality, high-value service to our valued clients. Our transaction processing excellence, partnered with our client-centric advisory services, help companies link their education benefit programs with their overall strategic initiatives. We set the industry standards using our patented processes to achieve the highest quality service, innovation, and security for our clients. We have saved our clients millions of dollars by reducing demand on in-house resources, decreasing overhead, and effectively managing expenditures.

Edcor, a certified woman-owned company, with over 40 years in business is widely known as the industry leader in the administration of corporate tuition & education benefits.

Recommended Skills

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