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Job Code: #11773
Title: Amazing Customer Service Representative
Job Location: IOWA CITY, Iowa

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Job Description:

Are you an Amazing Customer Service Representative?

If yes, then apply now. You can join a great team as early as January 4, 2016. 

More about this amazing opportunity in Customer Service. 

Handles customer service inquiries and problems via the telephone recording consistent problem areas. 

May respond to email inquiries. 

Customer service is the primary function, but may include minimal selling or promotion of products or services. 

Calls are predominantly routine, but may require deviation from standard screens, scripts, and procedures. 

Uses computerized system for tracking, information gathering, and/or troubleshooting. 

Requires general knowledge of the organization, products, and or services. 

May assess needs and suggest/promote alternative products or services.

This position provides inbound customer support primarily for state and national education assessment testing customers and/or end users, but is not limited to this customer base.

Service is currently provided via phone, email and chat.

Duties include providing high quality service for both paper and online testing programs including performing problem resolution, troubleshooting, and diagnosis for software and applications.

Additional duties include: Logging all calls into a central system with complete and accurate documentation per standard operating procedures.

Use of knowledge management software to respond appropriately to each customer call.

Work toward accomplishment of team goals and objectives as well as individual ones. Work with other program management and technical support staff on a regular basis. May be required to work weekends, later evenings, or a different shift than normal on occasion.

May be required to work holidays on occasion.

Overtime may also be required, particularly during peak times.

On time arrival and excellent attendance is required.

Perform other duties as assigned.

Education & Experience

  • Combination of 2 years' related experience or education required.
  • Technical degree a plus.
  • Bachelor degree desirable.
  • Minimum 6 months customer service/help desk/telemarketing experience highly desired.
  • Technical support experience preferred.
  • Prior experience with troubleshooting, problem resolution, and diagnosis for software and applications preferred.
  • Proficient with Microsoft suite of products and must be able to use a keyboard and type in a quick, accurate pace.
  • Excellent verbal and written communication skills required.
  • Excellent customer service skills required.
  • Past experience and/or desire to work in a self-directed team work environment is required.
  • Ability to multi-task and be flexible, and work in an ever changing environment is required.
  • Ability to speak English clearly and professionally in a business setting is required.
  • Fluency in Spanish is a plus.

Send your resume to DenverJobs@PDSinc.com and briefly explain how you are qualified and ready to take on this amazing opportunity.

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