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Customer Support Representative, Seasonal

Customer Support Representative

Seasonal, 9 months working - with the summer off

Summary:

Questar has an opportunity for a seasonal (around a 9 month term) 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 hours for this position are 8:00am - 4:30pm or 8:30am - 5:00pm, 40 hours/week, Monday – Friday, 9 months/year.  Occasional overtime may be required during peak season.

Responsibilities:

  • Provide customer service to school districts by answering questions and filling material orders.
  • Monitor and document all client communications utilizing Client Relations Management 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.
  • Leverage internal knowledge base for customer support.
  • 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.

Qualifications:

Required:

  • High School Diploma.
  • 3+ years of customer service experience.
  • Proficient with MS Office, including Outlook, 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.

Preferred:

  • Two or Four-year college degree.
  • Experience in call center environment.
  • Experience in education industry.

 

 

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