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Customer Support Representative

SUMMARY:   Questar has an opportunity for a full-time Customer Support Representative position in the Customer Support department at our corporate office in Apple Valley, MN.  We are a dynamic and resourceful organization that provides educational assessment services to clients in the K-12 education industry.  As a critical point of contact for our clients, the Customer Support team drives long term relationships with customers through superior work and professional representation of the company.  The position communicates with clients by phone and/or email troubleshooting and resolving issues. The role owns resolution of all client issues received and serves as Questar’s customer liaison to the school or district.

The Customer Support department’s hours of operation are generally M-F, 6am – 5pm, and shift start times vary between 6 – 9 am.  Full-time positions are 40 hours/week, Monday – Friday, 12 months/year.  Occasional overtime may be required during peak season.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Provide customer service to school districts by answering questions and filling material orders.
  • Monitor and document all client communications utilizing Customer Support software.
  • Key entry data and verify data accuracy.
  • Attend internal program meetings.
  • Assist Program Management and other Customer Support team with the resolution of concerns and/or testing issues.
  • Provide back-up receptionist duties according to a predetermined schedule.
  • Perform administrative duties as necessary (data entry, word processing, copying, mailings, etc.).
  • Create and maintain client-specific program documentation.
  • Train other customer service representatives on the requirements of particular client programs.
  • Collect metrics as necessary for customer service activities.
  • Document ongoing, repetitive issues for program management and customer support manager.

 

The statements contained herein reflect the principal function and most significant duties of the job, but should not be considered to be an all-inclusive listing of work requirements.   Individuals may perform other duties as assigned including work in other areas to cover absences or relief to equalize peak work periods or otherwise balance the workload. 

EDUCATION REQUIREMENTS:

  • High school diploma; Associate’s or Bachelor’s degree preferred.

 

MINIMUM EXPERIENCE, KNOWLEDGE, SKILL AND ABILITY REQUIREMENTS:

  • 5+ years of customer service experience.
  • Proficient with MS Office, including Word and Excel.
  • Exceptional written and verbal communication skills.
  • Excellent customer service attitude and a professional telephone manner.
  • Strong attention to detail.
  • Strong analytical and problem-solving skills.
  • Ability to work well within a team environment.
  • Ability to effectively identify and resolve customer service problems and questions.
  • Experience in the education industry.

 

OTHER REQUIRED QUALIFICATIONS:

Must be authorized to work in the United States and not require sponsorship now or in the future.

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