Customer Experience Associate - Remote

Customer Experience Associate

Your Future. Secured. ISC2 is a force for good. As the world's leading nonprofit member organization for cybersecurity professionals, our core values – Integrity, Advocacy, Commitment, Diversity, Equity & Inclusion and Excellence – drive everything we do in support of our vision of a safe and secure cyber world. Our globally recognized, award-winning portfolio of certifications provide an independent and globally recognized endorsement of cybersecurity knowledge, skills and experience for all career levels.

Our charitable arm, the Center for Cyber Safety and Education, enables ISC2 and our members to serve the public by educating the most vulnerable about cyber risks and empowering access to enter and thrive in the cyber profession. Learn more.

The primary objective of the Customer Experience Associate (CEA) is to project a professional image and provide excellent customer experience in all communications and interactions. This is a key role within the organization as you are the face and voice of our customers and our Human Brand. You are the front line of support for our customers answering their questions and enquiries to ensure satisfaction with our products, and services, and (when applicable) actively promoting new services.

This is not a conventional call center role with the focus on customer experience as opposed to handling time. With this in mind, the CEA must be passionate about customer experience and providing world-class service to our customers to achieve both individual and company objectives. This is a remote role.

Responsibilities

• Provide a high-quality experience to our customer at all times, through multiple communication channels achieving designated KPI's associated with the role.
• Actively promote products and services to our customers, explaining products and making recommendations based on customer driven information.
• Actively seek opportunities to reduce customer effort and friction to improve customer satisfaction and drive loyalty.
• Manage day to day contacts:
• Deliver accurate, professional and timely support to customers during the examination and education registration process and strive to achieve first time resolution on every contact.
• Resolve customer concerns through the case management system; create cases for each contact handled.
• Assist customers and candidates with items such as: password resets; contact or profile change requests; "how-to" issues concerning website use; certification process and renewal related issues/inquiries; extensions; etc.
• Process payments for annual maintenance fees and diagnoses payment errors.
• Register customers for seminars.
• Multitask through multiple web applications:
  Case Management System, Live Person Agent Desktop and IntelliVUE, etc.
• Recognize, document, and inform the regional manager regarding trends in customer correspondence.
• Escalate complex inquiries / requests to subject matter experts.
• Carry out effective outreach to customers as required.
• Assist CPE Auditor with non-complex audits and mass continuing professional education (CPE) credits entries.
• Perform miscellaneous duties as assigned.

Behavioral Competencies

• Ability to demonstrate and support the 5 Company Core Values:
  Integrity, Advocacy, Commitment, Diversity, Equity & Inclusion and Excellence.
• Demonstrate commitment to valuing diversity and contributing to an inclusive working and learning environment.
• Demonstrate self-motivation.

Qualifications

• Must have excellent written and verbal communication skills in English.
• Must have excellent PC skills including MS Office products (Word, Excel, Power Point, Outlook), internet and web applications/navigation
• Ability to build an inclusive culture that encourages, supports and celebrates diversity; serve as a role model to promote DEI best practices.
• Demonstrate passion for customer experience and has the ability to put the customer and candidate at the heart of all interactions.
• Demonstrate effective organization skills and the ability to multitask.
• Ability to work effectively in a group as well as independently with minimal supervision while maintaining a high level of quality.
• Ability to assimilate knowledge and…