Client Service Associate
American Institutes for Research - Columbus, OH

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The Client Service Associate ensures delivery of excellent customer service through prompt, professional, and accurate account of inquiries, and then provides thorough and clear resolutions. He/she is the first point of customer contact (Tier 1) for general questions (fulfillment issues, functionality, reporting, etc.,) and refers and escalates unresolved issues to designated contacts.

Responsibilities include:
  • Answers phones, voice and electronic mail to respond to customer requests
  • Transfers customer calls to appropriate staff
  • Identifies, documents, researches, and resolves customer issues using the call tracking system
  • Follows-up on customer inquiries not immediately resolved
  • Manages open calls to ensure prompt resolve
  • Recognizes, documents and alerts manager of trends in inquiries
  • Recommends process improvements
  • Creates and reviews documentation, reference material, Frequently Asked Questions, etc.,
  • Refers unresolved customer issues to designated departments for further instruction and / or resolve
  • Other duties as assigned
  • Previous customer service experience required
  • Bachelors degree preferred
  • Excellent communication skills (verbal and written; must be able to communicate with all levels of staff)
  • Superb customer service skills (must have good phone etiquette)
  • Detail orientated (must be able to organize and commit to large amounts of information)
  • Superior listening skills
  • Enjoys problem solving and troubleshooting issues
  • Able to multi-task and manage calls (should be able to field the calls and update the Help Desk ticket simultaneously)
  • Must be able to learn and disseminate new information
  • Computer skills required; proficiency with a keyboard
  • Needs to work in a team atmosphere
  • Ascertain prioritization of inquiries and possess a sense of urgency
  • Ability to learn customer service software applications (familiarity with Contactual call-logging software a plus)
  • Intermediate Excel, Word, and Outlook skills

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The American Institutes for Research (AIR) lives and breathes to enhance human performance. The not-for-profit organization conducts...