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Job Description

Communicate clearly and concisely, both by telephone and/or in writing, with students, parents, school district personnel, college admissions officers, educational organizations, and/or test center staff to answer inquiries pertaining , and College Board programs and policies, testing requirements, registration, ordering materials, score reporting, etc., with an emphasis on diplomacy, tact, and sensitivity address and, when necessary, escalate customer service issues according to existing procedures.
Utilize Customer relationship Management (CRM) and other case management databases effectively.
Utilize the PC to input or obtain detailed information from registration databases and/or access hard copy necessary to respond to requests promptly, accurately, and in accordance with program and departmental procedures.
Complete accurate data input or corrections into computer files.
Perform clerical functions associated with tracking data for effective case management.
Adhere to ethical standards and comply with the laws and regulations applicable to your job function.

Primary Skills

The CSR may also perform non-phone processes and other tasks as assigned by manager.
Flexibility in schedule is essential as overtime may be required during Peak Business Periods (work after normal business hours and/or weekends).

The CSR works collaboratively with team members and leadership to ensure service level deadlines are met.
The CSR is a team player who thrives under pressure of deadlines can handle last minute requests, is able to multi-task and prioritize daily work assignments.