Customer Experience Associate

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ISC2

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 1989

🔒 Cybersecurity

📚 Education

Cybersecurity • Education

ISC2 is a global professional organization that develops and administers cybersecurity certifications, training, events, and resources to advance the skills and careers of IT and security professionals. It provides rigorous credentialing (e. g. , CISSP, SSCP), continuing professional education, research, and enterprise training partnerships to help individuals and teams maintain and demonstrate cybersecurity competence.

📋 Description

• 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/inquires; 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 inquires / 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.

🎯 Requirements

• High School diploma, GED or regional equivalent required • Minimum 3 years of customer service experience (call center environment, preferred) • Excellent written and verbal communication skills in English • 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 • 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 information relating to customership, exams and the products that we market, and communicate this clearly and with enthusiasm and energy to our customers • Ability to interact in a cooperative and professional manner with others • Demonstrate detail oriented and good follow-up skills • Ability to problem solve in a timely manner • Ability to handle confidential information with discretion • Experience working with AI tools or a demonstrated willingness to learn.

🏖️ Benefits

• Comprehensive benefits package